Why do I see the same customer twice in My Leads?
Each time a customer goes through an automation from the start, My Leads gets a new entry. Seeing the same customer more than once usually means they made a new request, or came back after a long break.
When a new entry is created
- While a run is in progress, every answer goes into the same entry. One conversation does not create one entry per answer.
- After a run is completed, a short reply like "Thanks" or "Sure!" does not start a new one. Only new customer messages that clearly match a trigger again can start a new run.
- A new run starts with empty fields. It does not copy answers from the earlier entry.
Common reasons for two entries
- The customer made a genuinely new request later, for example a second order. This is a new lead on purpose.
- The customer stopped answering and came back more than 7 days later. The old entry is marked Abandoned and a fresh entry starts.
- You paused the automation while the customer was in the middle of it. That entry shows as Abandoned.
- The customer matched two different automations at different times. Each automation keeps its own entries.
What the statuses mean
- Completed: every required field has a value.
- In progress: the AI is still collecting details.
- Abandoned: the run stopped before it was finished. The details it collected are kept.
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Common questions
Can I delete a duplicate entry?
My Leads does not have a delete option today. You can filter by Completed, or remove the extra rows after you export to CSV.
Why did a customer's first entry stay In progress?
They have not answered every required field yet. The AI asks each required field at most twice, then saves "Not provided", so a run finishes once the customer keeps replying.