Flows that start from the Inbox and from tasks

Conversation triggers

In a flow's trigger, under Tickets, choose Conversation assigned, Conversation closed or Conversation reopened. Narrow it to a mailbox or a channel, and for assigned, to who it went to (or Nobody for unassigned). The conversation's linked contact is the flow's record when it has one; {{data.conversation.assigneeName}}, channel and appUrl are there for every step. A customer's reply reopening a conversation isn't reopened: that is the email or text trigger.

Task triggers

Under Records, choose Task completed or Task overdue, and optionally whose task and what kind. A task goes overdue the day after its due day in your workspace's timezone, once; moving the due date lets it go overdue again. Approval requests aren't tasks here.

The Assign conversation step

Add Assign conversation and pick who gets it: a person, Next person in the mailbox's routing, or Unassign; tick Close the conversation too if you like. It acts on the flow's conversation unless you give it an id. The person must be able to work in that mailbox, and the change is recorded as made by the flow.