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.
Thank you rogerioaraujo, makes perfect sense.
Ok so my question is how should I setup my flow to make sure the automation ends once a product link has been sent? In my current flow as an example below, the keyword “claim 2” is used to trigger, but as you say its waiting for the person to click the button first before it ends. We showcase a lot of products on the live up to 20 or more, so auto messaging our product pages from our website helps us keep things organized and the live flowing.
Your flow is correct — users should receive the message whenever they send the keyword. I can think of a few possible issues; please check each of them:
- Make sure you're using a PRO account, as the free plan is limited to 3 keyword triggers.
- Check if users are really typing the keywords correctly. You can add variations (with space, without space, with a period, and versions with minor typos users might make).
- If everything above looks fine, try refreshing your Instagram permissions. To do that, see this article: https://help.manychat.com/hc/en-us/articles/14281464342684-Refresh-permissions
Let me know if I was able to help.
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