Table of contents
What's new?
The Goal action now supports "User reply" as the event that completes it. Workflows can now send contacts straight to a goal when a team member replies to a conversation, making it easier to stop or redirect automations once a person has stepped in.
How it works
Set up a Goal action and select "User reply" as the event. When a user sends a reply through a supported conversation channel, the contact jumps immediately to the Goal step, bypassing any intermediate workflow actions.
This lets your workflow react instantly to your team's activity instead of carrying on with the scheduled automation.
How to use it
- Add a Goal action to your workflow.
- Select "User reply" as the event for the goal.
- Set up the actions to run once the Goal has been reached.
Why we built it
Automated workflows should adapt when your team steps in. By supporting "User reply" as a Goal event, you can stop contacts from receiving unnecessary automated messages, cut down duplicate communications and move seamlessly from automation to conversations handled by a person.
Practical examples
- A contact is enrolled in a 7-day email nurture sequence. On day two, a salesperson replies to the contact's SMS. The workflow immediately reaches the "User reply" goal, skips the remaining nurture emails and moves the contact to the end of the sequence.
- A support workflow sends reminder messages while waiting for an agent to reply. As soon as a support agent responds, the contact reaches the "User reply" goal, preventing any further reminder messages from being sent.
Additional notes
- The Goal is reached only when a user sends a reply to the contact.
- Contacts jump immediately to the Goal step, bypassing the intermediate workflow actions.
- Ideal for ending nurture sequences, avoiding duplicate messages and moving from automated to human conversations.
