Dynamic Flows - How to create a dynamic Triage Channel

Stephen Boss Updated by Stephen Boss

In this article, we will walk you through creating a dynamic flow to a Chat triage channel in Inbox. This channel will help first responders focus on new chats in Inbox without being distracted by the noise of other threads.

The channel will ingest new chat threads to be worked by a first responder. Once the first responder triages the ticket and changes the status, the thread will move out of the Chat Triage channel, all in real-time. One the thread is triaged, the responder can work on the next thread in this channel until they achieve Inbox Zero πŸŽ‰!

Dynamic flows route threads into and out of Inbox channels based on the filter criteria of the flow. When the filter criteria on a thread is met, it will flow into the channel. When the criteria is no longer met, the thread will flow out of the channel.

This is in contrast to the default behavior of flows which will route threads into an Inbox channel based on filter criteria and then follow those threads during the rest of their lifecycle.
  1. Navigate to https://inbox.getthread.com
  2. On the left navigation bar, click the + icon to the right of CHANNELS
  3. Add an Icon and Name the Channel, we will call it "Chat Triage", click Next
  4. Add your first responder team to the channel or anyone that helps you triage chats, click Add members when done.
  5. Set up the flow that will power your channel.
    1. Apply Filters:
      1. Source = <SELECT YOUR CHAT SOURCE>
      2. AND Status Name LIKE "New"
    2. Check βœ… Dynamic Flows
    3. Click Create flow when done
      We do not recommend routing dynamic flows to Teams or Slack. Because there is no concept of "dynamic flow" on the Teams/Slack side, Thread will continue updating the ticket in Teams/Slack throughout its lifetime until it is closed.

      For this reason, we recommend having another channel for All Chats that can be the home of your chat tickets, flow can then route to Teams / Slack.

      The benefit of this dynamic channel is that your first responders can work out of it more like a queue.
  6. All set! The channel is created, now to test it out! πŸ§ͺ

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