Fix a bot that is not triggering

If a bot is not starting or replying, the cause is almost always one of a short list. Work through these before anything else.

Common causes

The workflow is not enabled, so it never runs. The trigger keyword does not match what the customer sent. A chat marked as done can stop a New Message trigger from firing again until reopened. Two flows compete for the same trigger, so one overrides the other.

Fix it

Confirm the workflow is enabled.

Check the trigger type and keyword match the customer's message.

If using a New Message trigger, check whether the chat is marked as done and reopen it.

Look for another flow on the same trigger and resolve the conflict.

Use the bot's error check to spot a broken step.

Still stuck?

If the bot still will not fire, the Troubleshooting docs cover the specific 'bot not triggering' cases in more detail, including the marked-as-done scenario.

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