Each automation has its own settings, in the Flow settings window of the editor. They decide whether a contact can go through the flow again and when they leave it. You can also change them on an active automation.
Re-entry
Re-entry defines what happens when the trigger fires again for a contact who has already entered the flow.
Option | Effect |
|---|---|
Always (default) | The contact enters every time the trigger fires. They can have several journeys in progress at the same time. |
Once per contact | The contact enters this flow only once. |
Do not re-enter for a period | After entering, the contact cannot enter again for the chosen duration, in minutes, hours or days. |
Recommendations:
"Any text" flow or automatic reply: choose "Do not re-enter for a period" (for example 24 hours), otherwise every message from the customer restarts the flow.
Welcome or sign-up flow: "Once per contact".
Incoming webhook: a contact blocked by the rule receives nothing, and the call returns "Contact blocked by re-entry rule".
Stop the flow when the contact or an agent replies
Two options, turned off by default:
Stop the flow when the contact replies: the contact leaves the flow as soon as they write to you. This is how a reminder sequence stops when the customer answers: there is no "has replied" condition.
Stop the flow when an agent replies: the contact leaves the flow as soon as a team member answers them from the Inbox.
Abandoned cart: do not remind after a recent order
This setting only exists for the Abandoned cart trigger. If the customer placed an order in the hours before abandoning the cart, the flow does not remind them. Choose 1, 6, 12, 24 or 48 hours (24 hours by default).
Regardless of this setting, if the customer orders after the flow has started, the next reminders are not sent.
Good to know
An opted-out contact no longer receives any automation message, transactional messages included (order confirmation, delivery tracking).
If you turn an automation off, a contact whose wait time ends while it is off, or who replies during that time, leaves the flow. The others resume when you turn it back on.
The Business hours flow applies these re-entry rules on top of its own limit of one message per closing period.