Why is my workflow triggering multiple times for the same user? How can I fix this?

Question

Hi everyone! I’m running into an issue where my workflow is triggering multiple times for the same user, even though it should only trigger once per user interaction (More Info). It seems like some users are repeatedly entering the workflow, causing duplicate messages and a poor experience. Has anyone else faced this issue? What steps did you take to prevent duplicate workflow triggers, or is there a specific setting I should check? Any advice would be appreciated!

Jacques Reynolds · Accepted Answer

Hey @HarryWilliam👋 Jacques here from support engineering.Are you, by any chance, using the ‘Customer sends any message’ Workflow trigger? If so, you could change the workflow trigger from "when a customer sends any message" to "when a customer sends their first message" to ensure the workflow triggers only once per conversation.Additionally, you can apply the audience rule "Teammate reply is false" to have the workflow trigger only after the first response from the customer and not after subsequent messages.Finally, you could consider adding a "Tag person" action in the workflow and then use the audience rule "Tag is not ..." to prevent users who reached that step in the workflow from receiving it again.These steps should help prevent duplicate workflow triggers and improve the user experience by ensuring that the workflow only activates once per user interaction as intended.If the issue persists, feel free to reach out to our Support Team via the Messenger so that they can dig deeper into this for you! :)

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