issue with my ManyChat automation on WhatsApp Business

Question

Hi,I'm having an issue with my ManyChat automation on WhatsApp Business and I'd appreciate your help.I have a flow set up with the trigger "User sends a message - Any message", but the auto-reply is not working consistently:1. When a new customer messages for the first time, sometimes they receive the auto-reply and sometimes they don't — it seems random.2. When a customer has messaged before and we closed the conversation, the auto-reply usually works fine when they message again.So the problem is mainly with new contacts or the first message in a conversation.Could you help me figure out what's causing this and how to fix it?Thank you 🙏

Devtrest · Answer

Looking at your screenshots, I don’t think the problem is the trigger itself.

What stands out more is that the first step after the trigger is a time condition, and then later you branch again by language and send people into other flows. So for new contacts, it’s very possible they’re getting stopped somewhere in that logic before the reply actually goes out.

Since returning contacts work more reliably, I’d check whether new contacts already have the language field set when they enter this flow. If that field is empty on first contact, they may not follow the path you expect.

So I’d focus on:

the time condition
whether new contacts have the needed language/user fields
whether the first message is reaching the same branch as returning contacts

To me this looks more like a flow condition/path issue for first-time contacts than a random WhatsApp problem.

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