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If customers receive the same bot message more than once, two different senders are usually responding to the same event. Work through this checklist in order — each step covers one place where a second sender can hide.

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Step 1: Check for overlapping chatbot flows

  • Open Chatbot and review your active flows.
  • Look for two flows that trigger on the same event — for example, a welcome message and a chatbot flow that both reply to a customer’s first message.
  • Deactivate one of the overlapping flows, or change its trigger so only one responds.
  • See How to create and activate welcome message and How to create a chatbot flow for how each is configured.

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Step 2: Check AI agent and chatbot on the same channel

  • If an AI agent and a chatbot flow are both active on the same channel, both can answer the same incoming message.
  • Review which channels your AI agent is deployed to in AI agent studio, and which channels your chatbot flows cover.
  • Keep one responder per channel, or scope them so they do not fire on the same trigger.

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Step 3: Check bitCRM automations and campaigns

  • Open Automation and review active scenarios.
  • A trigger-based automation and a scheduled campaign can send the same content to the same customer for one event (for example, an order confirmation both from an automation and from a campaign).
  • See How to create an automation to review your triggers.

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Step 4: Check for double-connected channels

  • Open Integrations and confirm each channel (WhatsApp, Instagram, Facebook Messenger) is connected once, to one workspace only.
  • A number or account connected to two workspaces can produce a reply from each.

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Step 5: Check external webhooks and tools

  • If you use n8n, Make, or custom webhooks, retries after a timeout can re-deliver the same event and trigger a second send.
  • Add deduplication in your external tool, or reduce timeouts so retries do not fire for delivered messages.
  • See bitbybit × n8n and bitbybit × Make for the integration patterns.

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Still seeing duplicates?

Email help@bitbybit.studio with:
  • Your Company ID (where to find it)
  • Whether duplicates affect all customers or only some
  • A screenshot of a duplicated conversation with timestamps
Whether duplicates hit all customers or only some helps narrow the cause quickly: all customers usually points to overlapping flows or automations, while only some points to channel or webhook issues.