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Knowledge Base & Operational DocumentationHow to Keep an Automation From Sending the Same Customer Reminder Twice
A reminder may be sent more than once when a scheduler retries after a timeout, multiple triggers overlap, or a customer’s status changes while a workflow is running. Duplicate messages can look like spam and confuse the recipient.
What to check
Compare workflow run IDs, message provider receipts, trigger events, retry windows, and customer state at send time. Check whether the system records a durable send marker and whether concurrent runs can process the same record.
Recommended next step
Use an idempotency key or atomic send record, recheck eligibility immediately before sending, and define how ambiguous provider responses are reconciled. Test retries and simultaneous triggers with non-customer test records.
How Informatix Systems can help
Informatix Systems provides workflow automation and responsible AI services. We can review the affected systems and workflow, help narrow down the cause, and outline a practical implementation path. Contact us with the platform involved, when the issue began, and non-sensitive error details.