# Communications

Use the communication tools to monitor customer conversations, take over a chat, and configure automatic outbound messages.

## Chats

Open [**Chats**](<./chats.md>) to search conversations, read incoming and outgoing messages, reply as a team member, pause a bot, or resume automation. The workspace contains the chat list, the selected conversation, and the bot controls.

<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;">

Pause the bot before a team member replies. Resume it only after checking that the current conversation context is safe for automation.

## Scenarios

Open [**Scenarios**](<./scenarios.md>) to create reusable message templates and event-based triggers for outbound communication.

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

!!!warning
Do not resume a bot while a team member is still talking to the customer. Otherwise, the customer may receive duplicate or conflicting replies.
!!!