Auto Flows can answer the same customer again
Decide whether someone who has already been through a flow can start it again, and after how many hours, right from the flow builder.
Released 13 October 2026
A customer who comes back now gets an answer: you choose whether, and how soon, someone can go through the same flow again.
What's new
- Entry rules in the flow builder — open Entry rules on the toolbar and choose Each contact can only ever enter once or Re-enter after a cooldown, in whole hours (at least 1).
- Nothing changes until you choose — your flows keep the rule they have today, and new flows still start as "once".
- Live as soon as you save — the rules apply to the published flow straight away. You don't need to publish again.
- A warning before customers are ignored — Validate and Publish now name the triggers of a "once" flow, such as a keyword, a form or a button tap, that will get no reply the second time.
Worth knowing
- The cooldown counts from when their last run started, and a flow never starts a second run for someone who is still in one.
- A message a flow turns away is not passed on to another flow. If a keyword matches a flow that is still in its cooldown for that customer, no other flow answers it either.
- The frequency cap only holds back a flow's first message when it has to go as a WhatsApp template, outside the 24-hour window, until that many hours have passed since your automations last messaged that customer.