Hi, we are trying to sale different products on our Instagram Lives based on keywords in our live chat. The issue is only one automation is firing, but after, say they want to view a different product the next automation won’t trigger even though it’s set to a different keyword. In settings, I see there is a “Pause automations during conversations” but no way to turn off or lower the “30min” timer. Is this option limiting the automation from triggering, or are we not setting up this process correctly?
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Hello
The "pause automations" feature only affects conversations when you are replying manually to the customer. Every time you type and send a manual message, a 30-minute pause is triggered, during which no automation will run. This time cannot be shortened, but you can manually resume automations if needed.
However, as I mentioned, this only applies to manual replies. If everything is being handled through automations, the issue is likely something else.
Please check the flow for each product — does it send just a single message, or is it asking the user for information?
This matters because, for example, if the flow for Product 1 is waiting for a reply and the user types the keyword for Product 2, Flow 2 might not be triggered since Flow 1 is still expecting a response.
If your flows are just single messages triggered by keywords with no follow-up questions, then each time a user sends a product keyword, the correct flow should be triggered.
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