Customize your Inbox experience

By default, we’ll create a flow in Flow Builder that automatically sends any messages that you receive through Google Business Messages (GBM) to Inbox, creating tickets that are ready for your Inbox agents to pick up and start responding to. To find and customize this flow, follow these steps:

1. From your MessageBird Dashboard, navigate to Flow Builder.
2. Locate the Inbox Flow (GBM) and click Edit.
3. Make the required changes, then click Publish to set the flow live.

Use an incoming Google Business Message as a flow trigger

Once GBM has been installed, you’ll be able to select it when using the Omnichannel message trigger, (or as a stand-alone trigger):

For a new flow, using the omnichannel trigger:

1. From your MessageBird Dashboard, navigate to Flow Builder.
2. Click Create new Flow, then select Create Custom Flow.
3. Select Omnichannel as the trigger, then click Next.
4. In the trigger settings on the right-hand side of your screen, select Google Business Message, and any other channels that you want to include, then click Save.
5. Set up your flow as required, then click Publish to set the flow live.

For an existing flow, using the omnichannel trigger:

1. From your MessageBird Dashboard, navigate to Flow Builder.
2. Locate the Omnichannel flow that you want to add Google Business Messages to, then click Edit.
3. Click the Omnichannel trigger, then select Google Business Message from the list in the trigger settings on the right-hand side of your screen, then click Save.
4. Click Publish to set the flow live.

Common ways to use Google Business Messages with Flow Builder

• Use the Send conversations message step to automatically respond to incoming GBM messages on the same channel.
• Customize the automatically-created GBM to Inbox flow to include automations that are tailored to your use case. Find out more about how Flow Builder and Inbox work together, and explore Flow Builder automations.
• Use Flow Builder to add custom tags to Inbox tickets so that GBMs can be routed to specialized Inbox agents.
• Use message context information from Google Business Messages as variables within Flow Builder. Once you’ve set up an omnichannel trigger with GBM, GBM variables will be available for use when configuring the other steps in the flow.