When setting up an automated text campaign based on specific conditions, it’s crucial to configure the "Minimum Time Between Re-Entries" setting. This prevents contacts from unintentionally receiving the same campaign multiple times in a short period.
Real Example: Why the Campaign Was Sent Twice
Let’s break down a case where a customer received the same campaign twice within a short timeframe. While this may appear to be a bug, it's actually a result of how the system processes trigger conditions.
Campaign Trigger:
Last Visit = 21 days agoNo Upcoming Booking
What Happened:
- 08:00 AM The conditions were met — the customer had not visited in 21 days and had no future appointments. ✅ Campaign was sent as expected.
- 08:15 AM The customer scheduled a visit for 9:15 AM. ➕ Now there is a future booking. The system marks the customer as no longer meeting the trigger condition. This resets the possibility of the trigger activating again.
- 09:15 AM
Technically, this is now the appointment time. The system checks:
Booking in future = NO - 09:30 AM Campaign is sent again.
- 10:00 AM The client checks in. This is recorded via our hourly sync, but the condition has already re-triggered and sent the message again.
Why This Happens
The key factor is that trigger conditions were temporarily reset when the client booked. Once the booking time passed (but before check-in was registered), the system considered the client eligible again.
This isn’t a bug, it’s a natural outcome of how re-evaluation works unless limited by a re-entry window.
How to Prevent It
To avoid this kind of duplicate sending, simply set the Minimum Time Between Re-Entries to 1 day. This ensures that once a contact receives the campaign, they won’t be eligible to re-enter the trigger condition for at least 24 hours, even if the logic is briefly met again.