Problem: Business Marketing Messaging - Automation Issue Troubleshooting

User Context

• My automation isn’t triggering
• My automation triggers too often (false positives)
   

Procedure

My automation isn’t triggering

• Confirm the inbound message matches your Message Type (SMS vs MMS).
• Verify that the reply is being delivered to the correct Receiving Number (if configured).
• Check Message Content logic:
  • If using Contains all, all keywords must appear.
  • If using Begins with, the first word(s) must match exactly.
  • If using exclusions, make sure you didn’t accidentally block common words.
     
• Make sure the message arrived within your configured Date & Time window.
   

My automation triggers too often (false positives)

• Add a Receiving Number restriction to isolate traffic.
• Switch from Contains any to Contains all.
• Use Begins with for structured replies

  EXAMPLE: “INFO”, “STOP”, “JOIN”

   
• Consider adding an exclusion keyword to filter out common unrelated messages.
   

Related Information

• How To: Business Marketing Messaging - Build Strong Condition Set for Automation
• How To: Business Marketing Messaging - Removing Automation Condition
   

Escalation Information

Change Log