Route contacts by group (and prevent repeats)
If you just need the essentials, follow this quick path:
- Decide which group(s) represent status (Completed / Eligible / Priority)
- Add a Split by Group Membership node at the right “gate” point
- Build the “already in group” branch (confirm + exit or next flow)
- Build the “not in group” branch (run the process, then add to group)
- Keep membership accurate (manual updates or flow actions)
This pattern keeps journeys personalized and avoids duplicated onboarding or repeated prompts.
Step-by-Step Process
Before adding the split, define the group logic you want. Common examples:
- “Completed Registration” (avoid repeating onboarding)
- “High Priority” (send faster escalation messages)
- “Region: Dakar” vs “Region: Saint-Louis” (localize content)
- “Eligible” vs “Not Eligible” (program rules)
[CAPTURE: Group list view showing an example group like “Completed Registration”.]
- Open your flow in the flow editor.
- Add a new split node and select Split by Group Membership.
- Choose the group you want to test (example: Completed Registration).
- Save the split setup.
[CAPTURE: Split by Group Membership configuration showing a group dropdown with “Completed Registration” selected.]
For contacts who are already in the group:
- Route them to a message confirming their status (example: “You’ve already completed registration.”).
- Optionally provide next steps (example: “Reply MENU to see available options.”).
- End the flow or route them to an appropriate next flow.
[CAPTURE: Branch showing “In group” category connected to a Send Message node confirming completion.]
For contacts who are not members of the group:
- Continue the standard process (e.g., collect data, update contact fields, etc.).
- At the end (or at the right milestone), add an action to add the contact to the group.
[CAPTURE: “Not in group” branch continuing the flow and later adding the contact to “Completed Registration”.]
You can change group membership in two main ways:
- Manually (from contacts/groups management)
- Automatically in a flow (Add to Group / Remove from Group actions)
[CAPTURE: Flow node showing “Add Contact to Group” action.]
Common Issues & Quick Fixes
Contacts who already completed a flow keep restarting it
Problem: Users repeat onboarding/registration even though you want a single pass.
Fix:
- Add a Split by Group Membership at the start (e.g., “Completed Registration”).
- Ensure the contact is added to that group at the successful end of the flow.
- Send a different message to “already completed” contacts and exit.
Contacts are routed wrong because the group isn’t up to date
Problem: The split logic is correct, but membership doesn’t reflect reality.
Fix:
- Verify your flow actually adds/removes the contact from the group at the correct step.
- Avoid placing “Add to group” too early (before completion).
- If groups are managed manually, confirm operators are updating the right group.
My flow is getting messy with many groups
Problem: You have too many group-based splits and the canvas becomes hard to read.
Fix:
- Use a single “status gate” group first (e.g., Completed / Not Completed).
- Move rare paths into a child flow and return afterward.
- Add sticky notes near splits to document the business logic.