Troubleshooting why a profile is scheduled in a flow multiple times

You will learn

Learn why the same profile may be scheduled for flow messages multiple times and how to limit repeat messages or flow entries. A profile may meet the trigger conditions multiple times—for example, by making several purchases or viewing several products in one browsing session.

Use Smart Sending to limit message frequency

Smart Sending skips a marketing flow email or SMS if the profile recently received a message through the same channel and the Smart Sending window is still open. The default windows are 16 hours for email and 24 hours for SMS; each channel has its own window. Keep Smart Sending enabled on messages in flows triggered by commonly repeated behavior, such as viewing a product or being active on site. Smart Sending limits sends, not the number of times a profile can enter a flow.

Use additional filters to limit message frequency

If you turn off Smart Sending for a flow message, you can add an additional filter to that message to limit repeat sends. Additional filters apply to individual messages, not the whole flow. For example, to limit how often someone receives an email with a particular subject line, use:

What someone has done or not done > Received email > where > Subject > equals > INSERT_EMAIL'S_SUBJECT > Zero times > in the last > X days

Replace INSERT_EMAIL'S_SUBJECT with the email's actual subject line and X with the number of days you want to use. Select zero times for the Received Email condition: the screenshot below shows at least once, which would not prevent someone who already received the email from getting it again.

Set re-entry criteria to limit repeat flow entries

To limit how often a profile enters the flow, click the trigger in the flow builder and find Re-entry criteria. Choose Allow re-entry after a time period and enter the minimum time between entries. Choose No re-entry if profiles should enter only once. The filter shown below is from the older profile-filter interface; you can no longer add Has not been in this flow as a profile filter in the current flow builder.

Has not been in this flow > Skip anyone who has been in this flow in the last X days

The older filter pictured above uses a 30-day example. In Re-entry criteria, set the duration and choose Hours, Days, or Weeks, then click Save. This limits new entries; it does not skip other messages already scheduled within an existing flow entry.

List- and segment-triggered flows default to No re-entry, but you can change their Re-entry criteria if you want profiles to enter again when they meet the trigger conditions.

Additional resources