A price question gets the campaign message; or someone who commented on one post receives another post's flow. The message really is wrong, and yet the engine is working exactly as designed: when several triggers match the same event, a defined rule decides which one wins. This guide explains that rule and how to fix a bad match.
The same person gets messages from two different flows.
Your comment reply lands under the wrong post.
A concrete example: a shoe shop has two flows. One catches the word "discount" with a "contains" match, the other waits for "discount code" but also with "contains". When a customer writes "is there a discount code?", both match, the scores tie, and the flow created first wins. Setting the second flow to exact match makes the right message go out.
Confirm which automation ran
Find out which flow actually fired before you guess.
Open the conversation in the inbox and look at the source under the outgoing message.
Find that person's run under Automations › the automation › Logs.
In the run detail, read the Trigger line: which trigger fired, and on which word.
If the word is not what you expected, review the match mode.
If the run is not in the automation you assumed, check the logs of the others.
Understand the specificity rule
When several triggers match the same event, the narrowest one wins. The order is:
A trigger with a specific target weighs most: a comment trigger tied to one post or Reel, or a link trigger with a specific tag (ref). "Every comment on this post" beats "all posts plus a keyword".
The keyword match mode comes next: exact > word > starts with > contains.
A narrowed source gives a small edge: posts only, live videos only; ads only, short links or QR codes.
If the scores tie, the automation created first wins.
The default reply trigger only runs when no other trigger matches.
So a broad "contains" keyword trigger does not override a narrow trigger you built on purpose — but two broad triggers do get in each other's way.
Separate overlapping triggers
Open the Automations list and filter by the Trigger column.
If several live automations share a type (especially Keyword and Post comment), write their keywords out side by side.
Do not use the same word in two flows. If you must, set one of them to exact match.
Narrow broad words: pick something distinctive like "price list" rather than "price".
Use the excluded words field: list the words a flow must not catch.
On comment triggers, pick a specific post for each campaign; "all posts" belongs only in a general welcome flow.
Keep at most one Any message and one Default reply trigger per account.
Is it really the wrong person?
In most cases the message reached the right person and the expectation was wrong.
A private reply to a comment goes to the person who commented, not to the post's owner. If you commented from your own account, you receive the reply.
Replies to comments do not trigger by default. A comment under your own reply does not start the flow; if you turned that box on, it does, which can feel unexpected.
One person can write to several of your accounts. Confirm which account the reply went out from using the account picker in the inbox.
A person's name and username can differ. If the name on the Instagram profile differs from the one in the thread, you may be identifying the wrong person.
Test runs never reach a real person. A flow run in the simulator sends nothing to the real channel.
Check interruption and handover rules
If one person receives messages from two flows, interruption is usually the cause.
Open the automation and go to the Settings tab.
Look at A new keyword can interrupt this automation. While it is on, a keyword the person types while waiting to reply cuts the run and starts a new flow.
Turn it off on flows that collect information; a half-finished form is the most common complaint.
When an agent writes in a conversation, automations pause there. Once the handover time is up, the run ends because the handover expired.
Review the re-entry rule: with Every time, the person re-enters the flow on every message.
Other known issues and limits
There is a comment reply limit. A run may reply under a comment at most three times; after that the step is skipped.
Comment moderation is limited. A run may hide, unhide or delete one comment at most twice.
Flow-to-flow jumps are limited. If the chain grows, the run ends with too many jumps.
A jump to a flow that is not live does nothing; the log says the target automation is not published.
Changes only take effect once published. If the card shows Unpublished changes, the old version is still running live.
If you have followed every step and the problem continues, contact our Support team.