Messaging triggers run even after their conditions no longer meet the criteria

Issue symptoms

The standard First Reply messaging trigger fires even after an agent replies.

Resolution steps

Triggers check conditions only once before executing actions. After the conditions match, you can't stop the trigger's actions.

For example, a wait time doesn't prevent a trigger from execution, even if the message no longer matches conditions when the wait time elapses. Because the conditions match, the trigger waits the allotted time and performs actions, for example, it sends a message to the customer.

For example, with the standard First Reply trigger, these events occur:

A customer requests a conversation

Messaging triggers with the run event When a customer requests a conversation evaluate the messaging conversation ticket to check if it matches criteria

In this case, the messaging ticket complies with the Customer requesting conversation | Is | True condition

The trigger actions include a 5-second wait time. Therefore, 5 seconds pass after the trigger conditions match and before the actions execute.

During the wait time, an agent takes ownership of the conversation and replies

At this point, the customer already receives a response from an agent, but the trigger action to send a message to the customer still happens because the trigger fires

To avoid this situation, instruct agents to wait for the first message before they send a reply.

For more information, see:

About the standard messaging triggers

Understanding messaging triggers