Workflow triggered by "Customer sends any message" not working on whatsapp

Question

I have two workflows:1. One triggered by a whatsapp conversation (Customer sends their first message), where the final step is Wait 23 hours: If anyone sends a message during this time, the workflow will end.2. Another triggered by Customer sends any message (for various sources, including whatsapp).It is happening that after the customer answers the first workflow during the wait (so the workflow ends), and then sends another message, the second workflow is not being triggered.It is very weird because this same system works for other workflows triggered from messenger.¿Is there a reason why the second workflow is not being triggered?

Emilygav · Accepted Answer

Hey there ​@Francisca, Emily here from Support Engineering 👋🏼There are a couple of reasons why your second workflow might not be triggering after the first one ends.One key point to consider is that only one workflow with customer-facing content can be running at any point. If the conditions of the conversation change, then another workflow with customer-facing content can jump in. However, if a workflow is technically active at the time the conversation is closed or another event occurs, another end-user facing workflow can't be triggered from that action.Additionally, if your Workflow is configured to specific channels like WhatsApp, ensure that the channel is correctly connected and active. A disconnected channel might be the reason why a Workflow is not firing.Also, if a user creates multiple conversations within a 2-minute window, Intercom will disregard matching to the subsequent conversations. The user will still be able to create the additional conversations, but Intercom will not elect any Workflows to run in those conversations.Given these points, it's possible that the second workflow is not triggering because the first workflow is still considered active, or there might be an issue with the channel settings or a timing issue with the messages being sent too close together. You may need to review the configuration of your workflows and channels to ensure they are set up correctly.If you continue to have issues it could be worth opening a support conversation with our team! It’s always helpful to send both the workflows and the test conversations URL’s.Hope this helps!💪🏼

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