Messages-How does Cadence determine which inbox a message goes into?

When an incoming message comes into Cadence, it is processed through a series of criteria to know which inbox the message should be placed in.

First, we look to see if there is a last outgoing message to the contact. If there is, the contact’s message will be assigned into the inbox of the team that sent the message.

If there are no previous outgoing messages to that contact, the team where the contact has been imported will be where the message will go. 

If the contact exists in multiple teams, the team where the user and contact are together would win.

If we can’t match the above or the contact was a cold contact (no outgoing message/not imported) and they text in, we would then use the user default. Each user has the option to set their “Default Team” within the Profile. If no default team is selected, we will pick a team at random.