Quickly understand Inbox vs Handled (Flows)
Use this guide to know where messages land, how they’re processed, and when agents should (or shouldn’t) reply.
Step-by-Step Process
Inbox messages are incoming messages that are:
- received outside of a flow
- not currently being handled by automation
- typically intended for manual review or response
These messages usually appear when:
- a contact sends a message without triggering a flow
- a flow has ended and the contact sends a new message
- automation is not configured for that input
[CAPTURE: Messages tab showing an incoming message in the Inbox folder.]
Handled (Flows) messages are incoming messages that are:
- received while a contact is inside a flow
- processed by the flow’s logic (rules, waits, actions)
- not meant for manual handling unless the flow is interrupted
These messages are routed automatically and typically do not require agent intervention unless something goes wrong.
[CAPTURE: Messages tab showing messages in the Handled folder.]
| Folder | Message received | How it’s handled |
|---|---|---|
| Inbox | Outside a flow | Manually (agents or users) |
| Handled (Flows) | Inside a flow | Automatically by the flow |
- Keeps manual conversations separate from automated workflows
- Prevents agents from replying to messages already handled by flows
- Makes it easier to triage incoming messages and identify automation gaps
- Helps manage support workloads more predictably
Common Issues & Quick Fixes
Problem: I don’t see a message in the Inbox.
Possible cause: The contact is currently active in a flow.
Fix: Check the Handled folder and review the contact’s flow history.
Problem: A contact message went to Inbox instead of a flow.
Possible causes: No trigger matched the incoming message, the flow already ended, or the trigger is misconfigured.
Fix: Review your triggers (keywords, catch-all). Add a fallback flow if needed.
Problem: Agents replied but the flow didn’t continue.
Possible cause: Manual replies do not advance flow logic.
Fix: Let flows handle structured interactions. Use Interrupt only when you intend to take over manually.