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Workflow to redirect new or not responded messages


Hello, 

I would like to create a workflow to:

 

1-When a new email message comes, assigns it to a specific inbox , let’s call it A

2-When the message is responded to the customer, it will assign to another inbox, let’s call it B

3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

Best answer by Nathan Sudds

@Armanda Interesting question, I’m wondering if you’ve experimented with Views at all?  This might be helpful to you and an easier workflow -- you can setup views to have certain conditions and filters, so you can show messages in those views if they meet your criteria instead of setting up multiple inboxes for the flow. 

 

For example you could have one that’s setup to be “Waiting on Customer” where you can click to see all the messages waiting on the customer to reply but they would be out of your “Inbox” view that you create that has only the messages that are important to reply to etc. 

 

Does this sound like what you are trying to create?  You can definitely do some similar things with Workflows and Inboxes but I’m guessing you are just trying to have a space where you can clearly see what’s waiting on the customer and what is waiting on a response from you -- is that right?

 

In that case, I think you’ll find Views to be a useful tool here.

 

 

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Nathan Sudds
Expert User ✨
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  • Top Expert
  • 311 replies
  • Answer
  • March 13, 2025

@Armanda Interesting question, I’m wondering if you’ve experimented with Views at all?  This might be helpful to you and an easier workflow -- you can setup views to have certain conditions and filters, so you can show messages in those views if they meet your criteria instead of setting up multiple inboxes for the flow. 

 

For example you could have one that’s setup to be “Waiting on Customer” where you can click to see all the messages waiting on the customer to reply but they would be out of your “Inbox” view that you create that has only the messages that are important to reply to etc. 

 

Does this sound like what you are trying to create?  You can definitely do some similar things with Workflows and Inboxes but I’m guessing you are just trying to have a space where you can clearly see what’s waiting on the customer and what is waiting on a response from you -- is that right?

 

In that case, I think you’ll find Views to be a useful tool here.

 

 


  • Author
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  • 4 replies
  • March 13, 2025

Thank you, I will look into it!

 

And yes, the idea is to see clearly what emails are missing to be responded. Sometimes we lack that view, so to not miss anything, I would like to create something like that.


Nathan Sudds
Expert User ✨
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Armanda wrote:

Thank you, I will look into it!

 

And yes, the idea is to see clearly what emails are missing to be responded. Sometimes we lack that view, so to not miss anything, I would like to create something like that.

Sounds good, let us know how it goes!


  • Author
  • New Participant
  • 4 replies
  • March 13, 2025

Thank you so much ​@Nathan Sudds this is what I was looking for!

 

Was very easy to set too.


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