Flows
Flows
Flows are the core of Inbox automation. They let you automatically trigger actions when threads meet specific criteria.
From the Admin Panel, you can create new flows or edit existing ones. Each flow is a set of conditions and actions — essentially, an “If this → then that” system.
How Flows Work
A flow consists of triggers (conditions) and actions (what happens when conditions are met).
For example:
- If a thread is on the Help Desk OR Sales board
- And its status is not “New”
- And its status is not “Product Backlog”
➡️ Then the thread is automatically updated, assigned, or flagged based on the flow’s action.
This logic ensures the right tasks happen automatically without manual intervention.
Creating a Flow
- Navigate to Thread Admin -> Flows
- Click Create Flow in the top right
- Give your flow a name
- Apply your filters
Filters will follow AND or OR logic. You can create and nest groups within your flow to create precise and powerful automations - Send threads to Companion App (Optional)
If you have a Teams or Slack Companion app installed, you can have the threads that match this flow sent right into a channel, or create a new channel per thread. This is great if you want to keep track outside of Inbox or prefer to work out of your chat app. - Set your Actions
Here we set what happens when the filter matches. You can add more than one action, so get creative with it! - Ensure your flow is toggled ON and click Save in the top right.
- Congrats! Your flow is active and ready to go!
FAQs
Do flows apply to existing threads immediately?
Flows only take effect when a thread is updated after the flow is created.
Thread stays in sync with your PSA using webhooks:
- A webhook is a real-time notification sent whenever a thread changes (reply, status change, internal note, etc.).
- When a webhook is received, Inbox evaluates all applicable flows for that thread.
- Only then will actions be applied according to the flow’s rules.
Examples of actions that trigger a webhook:
- Sending a reply
- Adding an internal note (recommended)
- Changing the status
- Changing the board
What’s the difference between Status and Status Name?
- Status → Targets a single status on a single board.
- Example: “Waiting Client Response” only on the Help Desk board.
- Status Name → Targets status names across all boards.
- Example: “Waiting Client Response” on both Help Desk and Sales boards.
📽️ [Video Example — Loom Embed]
What’s the difference between Owner and Member?
- Owner → The primary assigned technician.
- Member → Includes both the owner and any additional assigned resources.
Use Owner to target only the primary tech. Use Member to include secondary resources as well.
Best Practices
- Use internal notes to reliably trigger flow updates.
- Use Status Name to apply flows across multiple boards.
- Keep flows simple; overly complex flows are harder to maintain and troubleshoot.
