# Chats

Use **Chats** to monitor bot conversations, answer a customer manually, and pause or resume automated replies.

<img src="/en/static/chats-overview-en.png" alt="Chats workspace in ChatRex" style="display: block; max-width: 100%; height: auto; margin: 0 auto 24px;">

## Find and open a conversation

Chats are ordered by the latest message. Use the search field to find a person, then select the conversation. The workspace shows the chat list, the selected messages and reply field, and information about the bot.

## Reply as a team member

1. Open the conversation.
2. Pause the bot so it cannot answer at the same time.
3. Enter and send the manual reply.
4. Continue the conversation until the human-handled issue is complete.

Resume the bot only after reading the latest messages and confirming that it can safely continue from the current context.

!!!warning
Do not run the bot while a team member is still replying. The customer may otherwise receive duplicate or conflicting messages.
!!!

If a chat is missing, clear the search, confirm that the integration is active and assigned to the correct bot, and inspect the incoming message on **History**.