# New workflow trigger: User Reply

> Discover the new 'User Reply' trigger in Futuria CRM. Start automations based on your team's replies and streamline your internal processes.

Author: Futuria Editorial Team · Published: July 29, 2026 · Reading time: 2 min read

Source: https://futuriamarketing.com/en/news/nuovo-trigger-workflow-risposta-utente/

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## What's new?

From today you can start workflows when a user on your team replies to a conversation. This trigger fires every time a team member sends a reply to a contact, making it easier to **automate internal processes** after an agent's reply, instead of waiting for the customer to answer.

### How it works

Add the "User Reply" trigger to any workflow and choose the conditions that should start it. Once a user replies to a contact through a supported conversation channel, the workflow starts automatically and can continue with actions such as notifications, tag assignment, allocations or follow-up automations.

### How to use it

1. Go to Automations > Workflows and add the "User Reply" trigger.
2. Configure the trigger filters your workflow needs.
3. Publish the workflow to automate actions every time a user replies to a contact.

### Why we built it

Many automations need to react to your team's actions, not just to customer activity. The "User Reply" trigger helps you build workflows that **track agent engagement**, fire internal notifications, update records or start the next step as soon as a team member replies.

### Practical examples

- A salesperson replies to a new lead's SMS. The "User Reply" trigger automatically moves the opportunity to the "Contacted" stage and sends a notification to the sales manager.
- A support agent replies to a customer's email. The "User Reply" trigger adds the "Support replied" tag and creates a follow-up task for a check-in after 48 hours.

### Additional notes

- The trigger fires **only when a user sends a reply**, not when a customer replies.
- Use this trigger for internal workflow automation based on team activity.

![Animation showing how to add the 'User Reply' trigger to a workflow in Futuria CRM.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/240209e2-516b-4b01-a46a-bfa5226835eb.gif)

![Configuring the filters for the 'User Reply' trigger inside a workflow.](https://assets.cdn.filesafe.space/jOFcdS1QIxGsOiKRyQti/media/45a8397c-d0b9-46a4-acb9-76f4002428a9.gif)