Bot is not triggering or replying

If a bot is not starting or replying, the cause is almost always one of a short list. Work through them in order.

Common causes

The workflow is not enabled. The trigger keyword does not match what the customer sent. A chat marked as done stops a New Message trigger from firing again until it is reopened. Two flows compete for the same trigger. Or a broken step halts the flow.

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 find a broken step.

The marked-as-done trap

This catches many people: a chat marked as done can block a New Message trigger from firing again. Reopen the chat and the bot responds.

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