The general flow greeted the customer again right after another flow handed them to a person. Why, and how do I stop it?
An "Any message" flow no longer starts while any flow on that number ended in the last 72 hours; the fix is built in, nothing to configure.
This used to happen because "Any message" really meant "any message while no flow is running": the moment the ad flow handed the customer to a person, the next message started the general flow. It no longer does.
An Any message flow now stays quiet when any flow on that number ended with the customer in the last 72 hours, whether it completed, handed off, escalated or was cancelled. The window is the same one used for "Flows do not start on a reply to your team". A close for inactivity does not count, so a customer who went silent and comes back later is greeted again. Flows triggered by an ad or by keywords are not affected by this rule and still start.