> ## Documentation Index > Fetch the complete documentation index at: https://watermelon.ai/docs/llms.txt > Use this file to discover all available pages before exploring further. # Manage conversations > Learn how to manage conversations in Watermelon using features that help you and your team stay organized and responsive. Managing conversations in Watermelon helps you stay **organised,** collaborate efficiently with your team, and provide fast, consistent support to your customers. From fielding **new** messages, to adding **notes** or **archiving** conversations, Watermelon gives you a **clear workflow** to keep everything running smoothly. ## New Conversations All new customer messages appear in the **New** inbox. A **badge** next to New shows how many conversations are **waiting** to be picked up. Manage Conversations New Conversations ### Picking up a new conversation 1. Open **Inbox** 2. Select **New** 3. Click **Assign to me** to take ownership Manage Conversations Assign To Me Once you **pick up** a conversation, it moves to **Your inbox**. Manage Conversations Your Inbox ## Active Conversations Your inbox contains all conversations that: * You **picked up** * Someone **assigned** to you * You **took over** from another agent * **Were transferred** from an AI Agent From here, you can: * Reply to the customer * [Customize your inbox](/help-center/inbox/customizing-your-inbox-view) view * [Forward to another user or team](/help-center/inbox/forwarding-conversations) * Add [Notes](/help-center/inbox/notes) to keep internal information * Add [Tags](/help-center/inbox/tags) to help categorize the conversation * Use [Filters](/help-center/inbox/filters) to organize what you see * [Take over a conversation](/help-center/inbox/take-over-conversations) already handled by another agent or the AI Agent Administrators can see conversations across all teams, users, and AI Agents ### Replying to the Customer When you’re in an **active conversation**, you can reply to the customer using the message bar at the bottom of the conversation. You can **format** your message with **bold**(1), *italic* (2), or emojis (3) to keep your communication clear and friendly. You can also **upload** files or images (4) directly into the conversation when you need to **share** documents, screenshots, or other attachments. Manage Conversations Format Text Next to the message field, you’ll find the **Send** button. Clicking the arrow opens two options: Manage Conversations Send Options * **Send** — deliver your message and keep the conversation open * **Send & close** — send your final message and immediately close the conversation This makes it easy to respond in the way that best fits your workflow. ### Notes & Tags During an active conversation, you can add internal information using the Details Panel: • [**Notes:**](/help-center/inbox/notes) internal-only comments about context, follow-up items, or important details • [**Tags:**](/help-center/inbox/tags) labels that help organize, search, or categorize conversations ### Forwarding & Reassigning Conversations If a conversation needs to be handled by someone else, you can: * Forward to another **user** * Forward to a **team** * **Remove** yourself from the conversation (returns it to unassigned) See: [Forwarding Conversations.](/help-center/inbox/forwarding-conversations) Admins can also take over or assign conversations from Support Agents or AI Agents. See: [Taking Over Conversations.](/help-center/inbox/take-over-conversations) ### Teams If your company operates in **teams** (e.g., Support, Sales, Regions, or follow-up teams), you can manage conversations inside your team workspace: Manage Conversations Team Inbox * Team → **Unassigned**: conversations waiting for someone in **your team** * Team → **My Conversations**: assigned to **you** * Team → **All**: visible to**all** team members See: [Creating Teams](/help-center/inbox/create-teams) and [Working in Teams](/help-center/inbox/working-in-teams) ## Closing Conversations When you’re **finished** helping a customer, **close** the conversation to complete the lifecycle by clicking **Close conversation** above the conversation screen. Manage Conversations Close Conversation Closing a conversation will: * **Save** the conversation * **Update** your analytics * **Move** the conversation out of your active inbox Watermelon will also **auto-close** conversations that remain inactive for four days, helping you keep a clean inbox. ### Where to Find Closed Conversations You can filter Closed Conversations in all inbox filters: * All * New * Your inbox * Teams * Users * Agents #### **How it works** Go to Inbox and select any inbox filter. For example All. Closed Conversations 1 Click within the conversation list at the top left on the button that says "Open" Closed Conversations 2 You’ll now see a full overview of all closed conversations Closed Conversations 3 **Closed conversations in Contacts** Closed conversations are stored under **Contacts.** To view a closed conversation: 1. Go to **Contacts** 2. Search for the **customer** 3. Open the **contact** 4. Select **Closed conversations** 5. Click a **Date** to view the full conversation Manage Conversations Contact Closed You can also **access** closed conversations directly from the **Details Pane**l of an active conversation if you are speaking with a **returning** customer. Manage Conversations Closed Conversations **What information is needed to see a closed conversation in Contacts?** * Instagram, Facebook, and WhatsApp automatically include the needed contact data * Website widget conversations appear once the customer submits their details ## Deleting Conversations & Data You may want to **delete** conversations to keep Watermelon tidy or for **privacy compliance**. To do this from Your **Inbox**: **Note:** Deletions are permanent and cannot be undone. 1. Open the **conversation** 2. Click the **three dots** 3. Choose **Delete** This **permanently** removes the conversation and all customer data from analytics. Manage Conversations Delete To delete all conversations for a **specific contact:** 1. Go to **Contacts** 2. Find the **customer** 3. Click the **trash** can icon This deletes: * All **conversations** * All associated **contact information** Manage Conversations Delete Contact You can also configure **automatic deletion** through: 1. Settings → **GDPR** compliance 2. **Toggle On** GDPR Compliance 3. Select a **timeframe** to delete (week, month, year) and **how long** to wait before deleting. 4. Click **Save** Manage Conversations Gdpr This removes all conversations—**open, closed, archived**—and their associated data automatically, after the indicated amount of time.