Unrecognized Inbound Texts – Knowledge Base

What’s Supported

Previously:
Statflo would display inbound messages when the contact initiated the interaction. But a rep would only see an Inbound text if the contact existed in Statflo.

Now with Statflo:
Statflo now displays all incoming messages to a Statflo number, even if the sender is not already a contact. The system will automatically create a new contact profile to ensure the message is captured and visible in the app.

If a contact hasn’t provided Express Written Consent (EWC), a banner will appear in the conversation.

For more information on Express Written Consent, check out our Help Centre article.

How It Works

Incoming Message Routing Flow:

Statflo evaluates several factors to determine who the incoming text will be displayed to:

If the contact exists in Statflo.
Whether there is an existing conversation history.
If the account is assigned to a representative or a store.
If the representative or store manager is an active user.

Based on these conditions, messages are routed to the appropriate recipient for prompt and efficient handling. See the below diagram for more details.

Want a closer look? Click the image to expand it.

FAQ

Do I need Express Written Consent (EWC) to reply to an inbound lead?
No. You can respond to the initial inquiry, but to continue texting/calling after a time limit (30 days, 3 months, or 6 months depending on your state and country), you must obtain EWC.

A banner in Conversations will let you know if EWC is missing and when your messaging window will expire.

Should I re-send a Consent Chat Starter?
Only if the contact explicitly asks you to. You can ask once, and if you don’t receive a response, you can follow up a second time. But if there's still no reply after that, you should not send it again.

What happens if I ignore the inbound message?
That customer may be marked as “Left Hanging”, which can negatively affect your performance metrics. It’s always best to reply, even if it’s just to request EWC.

What happens if you send a Consent Chat Starter and the person replies "no"?
"No" is not an opt-out keyword. Only specific words like “STOP,” “UNSUBSCRIBE,” “CANCEL,” “END,” or “QUIT” are officially recognized and must trigger an automatic opt-out. Because “no” doesn’t meet that legal criteria, the app won’t automatically opt the person out, you’ll need to manually log the opt-out in LAA to ensure compliance.