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“When a new email arrives” doesn’t always work

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Posted on by SBrown75

Hello all,

I’m working in a shared inbox and want to make a flow that activates when a user drags and drops an email into a folder, the flow sends a reply to the email—essentially an auto responder for certain types of email. A person decides weather the email goes in the auto responder.

The problem is that the flow only runs sometimes. If an email *just* came in, the flow works. If the email was around before the flow was created, it doesn’t work. If the email has sat for a while or been moved around, and staff finally decide to send it to the auto responder, it works sometimes.

Can anyone explain this behavior? Does it have to do with how PA defines “new” in “when a new email arrives”?

Thanks in advance for helping with a solution or pointing us in the right direction. We have searched and searched and have not found an explanation!

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Using flows

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VictorIvanidze 13,081 on at

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Hello @SBrown75.
that's by design. Nobody promised that this trigger should work when you copy or move emails to a folder.

> Does it have to do with how PA defines “new” in “when a new email arrives”?
Most important word here is "arrives", not "new". "Arrives" means that the message has been sent and then delivered.

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David_MA 14,801 Super User 2026 Season 1 on at

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As @VictorIvanidze said, the action you are using runs when mail is received, not when you copy or move it. However, there is an action you can use that might achieve what you want, which is When an e-mail is flagged. With this action, you can limit it to only items being flagged in a specific folder along with other conditions:

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