Guests are receiving duplicate messages

Duplicate messages create a poor guest experience and can cause confusion about whether an action (a payment, an alert) has been processed twice. When duplicate messages are reported, it is important to identify whether the duplication is at the Rezi level, the carrier level, or on the guest's device.

Step 1: Check the conversation timeline

Open the affected conversation in Rezi and look at the message timeline. If you see the message appearing only once in Rezi but the guest received it twice, the duplication is happening at the carrier delivery layer. If the message appears twice in Rezi's timeline, the duplication is happening before it reaches the carrier, likely a double-trigger in Rezi's automation system.

Duplicate messages in Rezi's timeline (automation duplication)

If you see duplicate messages in the Rezi conversation timeline, this usually means an automation was triggered twice. Common causes: the same event fired twice rapidly (guest sent two messages in quick succession triggering two welcome sequences), or an automation was created as both a manual trigger and a schedule trigger and both fired. Review your automation settings for the building and disable duplicates.

Single message in Rezi but duplicate received (carrier retry)

Carriers occasionally deliver a message more than once if the receiving network does not return a delivery confirmation quickly enough and the message is retried. This is a rare carrier behavior. It happens unpredictably and is not configurable in Rezi. If it occurs frequently for a specific carrier or number, report it to Rezi support with the affected conversation and approximate times.

AI and human both replied (common cause)

The most common duplicate scenario: a team member replies to a guest message at the same moment the AI also generates a response. Both messages are sent in quick succession, appearing as duplicates. This happens because the AI's response had already been queued before the team member's message was processed. After a team member replies, Rezi sets that conversation to manual mode, preventing future simultaneous AI responses.

Preventing future duplicates

For the AI-human overlap case: before replying to a conversation where the AI is active, check whether the AI has already sent a response in the last few seconds. If the AI response is sufficient, there is no need to add another. If you want the AI to stop responding to a specific conversation, click Pause AI in the conversation toolbar before typing your reply.