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

# How to Handle Messages (Agent View)

> Read, reply to, and prioritize WhatsApp and other channel messages from the agent Message section, with matched lead context on the right.

The Message section handles non-voice communication with customers, primarily WhatsApp messages.

<iframe src="https://player.vimeo.com/video/1225930090" style={{ width: '100%', aspectRatio: '16/9', border: 0 }} allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media" allowFullScreen title="Messages" />

<Steps>
  <Step title="Open the Message section">
    Click **Message** in the left navigation menu.
  </Step>

  <Step title="Filter messages">
    Use the tabs to filter messages:

    | Tab        | Description                                                            |
    | ---------- | ---------------------------------------------------------------------- |
    | All        | Every message across all channels assigned to you.                     |
    | WhatsApp   | Filters to show only WhatsApp messages.                                |
    | UnAttended | Messages that have not yet been read or responded to. Action required. |
  </Step>

  <Step title="Reply to a conversation">
    Click a conversation in the **Active** panel (left) to open the full message thread in the **Conversation** panel (centre). Type your reply in the message input.
  </Step>

  <Step title="Review lead information">
    The **Lead Information** panel (right) is displaying the customer's lead data automatically matched from the system.
  </Step>
</Steps>

<Tip>
  Check the UnAttended tab regularly. Messages left unattended are escalating and may affect your performance metrics.
</Tip>