Summary

The Goal action now supports User Replied as a goal event. This lets a workflow jump a contact directly to a goal step when a team member replies in a conversation, so your automation can stop or change course once a person has engaged.

How it works

In a Goal action, choose User Replied as the goal event. When a user sends a reply in a supported conversation channel, the contact skips ahead to the Goal step and bypasses any steps in between.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Set the actions you want to run after the Goal is reached.

Why this matters

This helps prevent contacts from receiving extra automated messages after a team member has already replied. It can reduce duplicate communication and support a smoother handoff from automation to human-led conversations.

Examples

• If a lead is in a 7-day nurture sequence and a sales rep replies on Day 2, the workflow can immediately reach the User Replied goal, skip the remaining messages, and move the contact to the next step.
• If a support workflow is sending reminders while waiting for an agent response, the workflow can stop reminders as soon as the agent replies and the contact reaches the User Replied goal.

Notes

• The goal is achieved only when a user sends a reply to the contact.
• Contacts jump to the Goal step and skip intermediate workflow actions.
• This is useful for ending nurture sequences, preventing duplicate messaging, and moving from automation to human conversations.