> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyzl.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox

> Review texts and calls, find conversations that need you, reply yourself, and share a view-only conversation.

Inbox keeps each person's texts and calls together. It updates every 30 seconds while the page is open.

[Open **Inbox**](https://hyzl.app/inbox/)

## Find a conversation

Search by a person's first name or phone number. Use the filters to narrow the list.

| Filter              | What it shows                                                                       |
| ------------------- | ----------------------------------------------------------------------------------- |
| **All**             | Every normal conversation for the selected app.                                     |
| **Replied**         | Anyone who sent a text other than an opt-out word, including people who later paid. |
| **Needs attention** | Conversations with an attention flag that you have not cleared.                     |
| **Paid**            | People whose payment was confirmed after recovery.                                  |
| **Stopped**         | People who opted out.                                                               |

Select **Test calls** to see test call history. Test calls do not count toward billing or Inbox statistics.

You cannot reply to a test call or take it over. Select **Customer conversations** to return to normal conversations.

## Attention flags

Hazel reviews completed calls and text replies. An attention flag marks a conversation for your review.

| Flag                    | What it means                                                                             |
| ----------------------- | ----------------------------------------------------------------------------------------- |
| **🔥 Hot**              | The person asks about price, plans, payment, or appears close to purchase.                |
| **🙋 Needs you**        | The person wants a human, an account change, a refund, or help that Hazel cannot provide. |
| **😠 Upset**            | The person appears frustrated, unhappy, or dissatisfied.                                  |
| **❓ Hazel didn't know** | The person asked a question that Hazel did not answer.                                    |

The flag can include a short note with the person's own words. Select **Mark handled** after you review the conversation.

Hyzl emails you for **Needs you** and **Upset** flags. It sends at most one alert per person in 24 hours.

## Read texts and calls

The conversation shows each text, delivery state, call, and payment result in time order. **What your app told Hazel** shows the context from the paywall event.

A call card shows its direction, time, duration, summary, and outcome. Possible outcomes include:

* **Answered**
* **Voicemail**
* **No answer**
* **Wrong number**
* **Sent link**
* **Transferred**
* **Handover failed**
* **Caller hung up**

If a recording exists, you can play it at 1x, 1.5x, or 2x speed. You can also read a written transcript.

## Take over a conversation

Turn on **Take over** before you write a reply. Hazel pauses replies and steps from the Flow, your saved recovery plan.

The pause covers every recovery for that phone number.

Your reply leaves from your app's number as a text message. Turn off **Take over** when Hazel can handle the conversation again.

You cannot reply after the person pays, opts out, or the recovery expires. These conversations are closed.

## Share one conversation

Select **Share** to create a view-only share link. Anyone with the link can open that one conversation without a Hyzl account.

The shared page can show messages, calls, outcome labels, and a recording. You control these options:

* **Show customer's first name**
* **Include call recording**
* **Link expires** after 7 days, 30 days, or never

The default link life is 30 days. The page never shows the phone number, email address, user ID, or private context notes.

Select **Turn off link** to close access. An expired, unknown, or turned-off link shows the same unavailable page.

A payment or `STOP` ends recovery automatically.