# Inbox

Open your agent in the console and select **Inbox**.

The Inbox is the live call workspace. It shows active calls for the selected agent, streams transcripts, and gives operators manual transfer and hangup controls.

## What the Inbox shows

The left side lists active calls.

For each call, the list can show:

- caller display name
- caller username or number
- call start time when available

Use the search box to filter active calls by display name or username.

Select a call to open its live transcript and controls.

## Live transcript

When a call is selected, Leilani loads the existing transcript for that call and subscribes to new transcript segments.

Transcript bubbles are separated by speaker:

- caller messages appear on the left
- agent messages appear on the right

Segments can update while speech is still in progress. The transcript view scrolls as new segments arrive.

## Transfer from the Inbox

Select **Transfer** to open the dialpad.

The dialpad lets an operator enter DTMF-style destination digits and send them as the transfer target for the active call.

Allowed keys:

- `0-9`
- `*`
- `#`

Use this for manual operator-directed transfers when you know the exact destination.

For normal caller-directed routing, prefer the [Directory](directory.md) and TEL [Functions](functions.md). Those encode transfer behavior in configuration instead of relying on an operator action.

## Hang up

Select **Hang Up** to end the active call from the console.

Use this when:

- the caller asks to end the call
- an operator needs to stop a failed or stuck call
- the call should be terminated for operational or safety reasons

When a call ends, Leilani records elapsed time, deducts usage from the agent balance, removes the call from the active list, and sends a transcript email if the agent has a transcript recipient configured.

## Registration status

The sidebar and Dashboard show the selected agent's SIP registration state:

- green when registration succeeded
- amber while registration is pending
- red when registration failed

Registration failures also appear as a banner at the top of the console.

If you restart an agent from Configuration or Dashboard, the console shows a restart status modal until registration succeeds or fails.

## Operational guidance

- keep the Inbox open during supervised launches or high-risk workflows
- use manual transfer only when the target is known and appropriate
- prefer Directory or TEL Functions for repeated transfer workflows
- hang up only when the call should end immediately
- use [Dashboard](dashboard.md) for registration, balance, and recent-call monitoring