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

# Flows: Automate Thread Routing and Actions in Inbox

> Use Flows to automate Inbox actions with if-this-then-that logic. Build triggers, route threads to Teams or Slack, and apply nested filter groups.

## 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

<Steps>
  <Step title="Navigate to Flows">
    Navigate to Thread Admin -> [Flows](https://admin.getthread.com/dashboard/flows)
  </Step>

  <Step title="Create Flow">
    Click **Create Flow** in the top right
  </Step>

  <Step title="Give your flow a name">
    Give your flow a name
  </Step>

  <Step title="Apply your filters">
    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
  </Step>

  <Step title="Send threads to Companion App (Optional)">
    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.
  </Step>

  <Step title="Set your Actions">
    Set your Actions Here we set what happens when the filter matches. You can add more than one action, so get creative with it!
  </Step>

  <Step title="Save your flow">
    Ensure your flow is toggled **ON** and click **Save** in the top right.
  </Step>

  <Step title="Your flow is active">
    Congrats! Your flow is active and ready to go!
  </Step>
</Steps>

## FAQs

<AccordionGroup>
  <Accordion title="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.

    <Note>
      Webhooks are not 100% guaranteed. Rarely, an update may be missed.
    </Note>

    **Examples of actions that trigger a webhook:**

    * Sending a reply
    * Adding an internal note (recommended)
    * Changing the status
    * Changing the board
  </Accordion>

  <Accordion title="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]*
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## 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.


## Related topics

- [Automate PSA Scheduling with Microsoft Bookings](/integrations/microsoft-bookings-integration-for-psa-scheduling.md)
- [Power Automate Governance](/skill-library/m365-administration/power-automate-governance.md)
- [Flow Builder](/skill-library/automation-and-flows/flow-builder.md)