> For the complete documentation index, see [llms.txt](https://docs.360dialog.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.360dialog.com/docs/inbox/hosted-inbox/working-chats.md).
# Working chats
Assign chats, add tags, search and save frequently-used responses.
A shared inbox only works if it is obvious who is handling what. These four features are what turn a list of messages into a way of working. All of them are optional — you can ignore every one of them and still just reply.
### Assignment
{% columns %}
{% column width="50%" %}
Assign a conversation to a person, and it is clear that they own the reply. Everyone can still see and open the chat; assignment says who is answering, not who is allowed to.
Use it when more than one person answers the same number. If you are on your own, skip it.
{% endcolumn %}
{% column width="50%" %}
{% endcolumn %}
{% endcolumns %}
### Tags
Tags are free-form labels you put on a conversation. You create your own, so they can mean whatever is useful to you.
Most teams use them for one of two things:
* **Stages** — where a deal or an order has got to: *New lead*, *Quote sent*, *Awaiting payment*, *Delivered*
* **Segments** — what kind of customer this is: *VIP*, *Wholesale*, *Repeat*
Stages are the more useful of the two, because they let you filter the inbox down to the conversations that need something from you today. [Run a sales pipeline with tags](/docs/inbox/hosted-inbox/playbooks/run-a-sales-pipeline-with-tags.md) walks through setting that up.
### Search
Search runs across your message history, not just the chats currently on screen. Useful for finding the address someone sent three weeks ago, or checking what was promised on a price.
### Quick replies
Quick replies are reusable snippets of text you can drop into a reply: opening hours, delivery terms, payment details, the answer to the question you get five times a day.
They are plain text you insert and can edit before sending, so they are not templates — templates are the approved messages WhatsApp requires to open a closed conversation, and those are covered in [Starting and reopening conversations](/docs/inbox/hosted-inbox/starting-and-reopening-conversations.md).
### Resolving a conversation
Marking a chat resolved takes it out of your active list without deleting anything. If the customer writes again, it comes back.
---
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