1. Identify the Issue:
Determine which workflow is causing problems.
This Example: the workflow was under "Customer sends any message" and "Email auto response."
2. Locate the Troubling Workflow:
Go to the Automation section.
Identify what step int he workflow is causing the issue. In this case, the problem was that any customer reply would trigger the same auto-response, leading to a loop.
The solution would then be to change duplicate the workflow and change it from "Customer sends any message" to "Customer sends first message".
3. Duplicate the Workflow:
Click on the More option at the top right corner of the workflow.
Select Duplicate to create a copy of the workflow.
4. Modify the Duplicated Workflow:
Change the trigger from "Customer sends any message" to "Customer sends their first message."
Rename the duplicated workflow to something relevant, such as "First Message Auto Response Email."
5. Set the New Workflow Live:
Go back to Automations.
Find and activate the newly created workflow.
Remember to edit the communication channels on the entry rule, unselecting anything that isn't email in this case.
6. Pause the Troublesome Workflow:
Return to the original troubling workflow.
Click on it and select Pause to stop it from being used.
7. Confirm Changes:
Ensure that no new customers are being placed into the troublesome workflow path.
8. Review and Test:
Verify that the new workflow functions correctly and that the issue is resolved.
9. Monitor and Adjust:
Continue to monitor the workflow performance and make adjustments as needed.