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

# How Sahut Works: Platform Overview

> Learn the key building blocks of Sahut — channels, conversations, contacts, and inbox — and how they work together to manage customer communication.

Sahut is organized around four core concepts: **channels**, **conversations**, **contacts**, and your **inbox**. Understanding how these pieces fit together will help you get the most out of the platform.

## The four core concepts

<CardGroup cols={2}>
  <Card title="Channels" icon="satellite-dish" href="/concepts/channels">
    Messaging platforms you connect to Sahut — WhatsApp, email, Instagram, and more.
  </Card>

  <Card title="Conversations" icon="messages" href="/concepts/conversations">
    Individual threads of messages between your team and a customer.
  </Card>

  <Card title="Contacts" icon="address-book" href="/concepts/contacts">
    Customer profiles that store contact info and conversation history.
  </Card>

  <Card title="Inbox" icon="inbox" href="/guides/managing-conversations">
    The shared workspace where your team views and responds to conversations.
  </Card>
</CardGroup>

## How they connect

When a customer sends you a message on WhatsApp (a **channel**), Sahut creates a **conversation** and links it to that customer's **contact** profile. The conversation appears in your team's **inbox**, where an agent can pick it up and reply.

```
Customer sends WhatsApp message
        ↓
Sahut receives it via connected Channel
        ↓
Sahut creates or matches a Conversation
        ↓
Sahut links Conversation to a Contact profile
        ↓
Conversation appears in your team's Inbox
        ↓
Agent assigns, replies, and resolves
```

## Conversation lifecycle

Every conversation in Sahut moves through a simple set of states:

| State        | Meaning                                                              |
| ------------ | -------------------------------------------------------------------- |
| **Open**     | Active conversation waiting for a reply or action                    |
| **Pending**  | Waiting for the customer to respond (e.g., after you sent a message) |
| **Resolved** | Conversation marked as complete by your team                         |
| **Snoozed**  | Hidden temporarily and set to resurface at a chosen time             |

Your inbox shows **Open** conversations by default. Use the filters at the top of the inbox to view conversations in other states.

## Teams and assignments

Conversations can be **unassigned** (visible to all agents) or **assigned** to a specific team member. Supervisors and admins can create **teams** — groups of agents that handle specific channels or topics (e.g., a Sales team or a Support team).

When automation rules are active, Sahut can assign conversations automatically based on the channel, keywords, or other criteria.