Why a flow closes (36 hours, 3 unclear replies)

A flow stays open while someone is answering. It closes after 36 hours without a reply, or after 3 replies in a row that Textiful can't read. Answers given before that are kept on the contact.

36 hours without a reply

Each reply resets the clock. If 36 hours pass after their last text, the flow stops accepting answers. A late reply is then treated like any new text: if it's a keyword, that flow starts. If it isn't, a short reply gets "Sorry, we did not recognize that keyword. Please check it and try again." Longer messages and replies like "thanks" or "ok" get no response.

To nudge people before then, turn on a follow-up reminder. Reminders can go out up to 24 hours later, inside the 36-hour window.

3 unclear replies

Some questions check the answer:

• Ask for email: must be an email address.
• Ask for zip code: must be a real US zip code.
• Ask a poll question: must match an answer, by letter, the answer text, or a near miss.

When a reply doesn't fit, they get "Sorry, we couldn't read that." followed by the question again. After 3 replies it can't read, the flow closes with no further text. A good answer resets the count.

Name, company, city, state, and custom questions accept any reply, so they never close a flow this way.

Other ways a flow ends

• They finish. They get your final text message.
• They text STOP. The flow ends, and any reminders waiting for them are cancelled. See STOP, HELP, and opt-outs.
• They start another flow. Scanning a QR code or texting a different keyword ends the current flow and starts the new one, unless the current question accepts any reply (details).

Reducing drop-off

• Ask fewer questions. The builder warns at 4 or more.
• Ask for the email first.
• Say in the question what they'll get for answering.