Overview

You can now start workflows when a team member replies to a contact in a conversation. This trigger runs when a user sends a reply, which helps you automate internal steps after your team responds.

How it works

Add the User Replied trigger to a workflow and set any conditions you need. When a user replies through a supported conversation channel, the workflow starts and can continue with actions like notifications, tagging, assignments, or follow-ups.

How to set it up

1. Go to Automations > Workflows and add the User Replied trigger.
2. Configure the trigger filters for your workflow.
3. Publish the workflow so it runs when a user replies.

Example uses

• When a sales rep replies to a lead’s SMS, move the opportunity to a “Contacted” stage and notify a manager.
• When a support agent replies to an email, apply a “Support Responded” tag and create a follow-up task for 48 hours later.

Notes

• This trigger activates only when a user sends a reply, not when a contact responds.
• Use it to automate internal workflows based on team activity.