Infinity3 Help Centre

If a customer receives repeated messages or your team sees duplicate tasks, identify which workflow runs created them before changing the automation.

Before you start

Collect an example, including the contact, message or task and the time it appeared. You’ll need permission to inspect and edit the relevant workflows.

Find the source

1. Open the affected contact’s conversation or task record.
2. For a message, open its details and follow the Workflow link if available.
3. Otherwise, open the suspected workflow’s Execution Logs and find the contact and matching time.
4. Compare the runs and actions that produced the repeated result.

Look for two different workflows doing the same job, repeated enrolment or the same action appearing twice in one journey.

For opportunity workflows, check whether different opportunities for one contact created separate runs. These may be valid deal-specific journeys but still produce unwanted repeated communications.

Review the setup

Check trigger filters, repeat-entry rules, overlapping workflows and any manual enrolments. Decide which process should own each message or task.

If two workflows change the same record at almost the same time, review their action order. Timing conflicts may need a carefully placed wait or a simpler sequence; adding a delay alone does not prevent duplicate enrolment.

Test the correction

Use a dedicated test contact and reproduce the original event. Confirm that the intended message or task occurs once.

Contact Infinity3 with the affected contact, workflow names, timestamps and log details if you cannot identify the source.