What's new?

You can now start workflows when a user replies to a conversation. This trigger fires whenever a user (team member) sends a reply to a contact, making it easier to automate internal processes after an agent responds instead of waiting for a customer reply.

How it works

Add the User Replied 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 runs automatically and can continue with actions such as notifications, tagging, assignments, or follow-up automations.

How to use it

1. Open Automations > Workflows and add the User Replied trigger.

2. Configure any trigger filters required for your workflow.

3. Publish the workflow to automate actions whenever a user replies to a contact.

Why we built it

Many automations need to react to your team's actions- not just customer activity. The User Replied trigger helps you build workflows that track agent engagement, trigger internal notifications, update records, or kick off the next step immediately after a team member responds.

Simple example

• A sales representative replies to a new lead's SMS. The User Replied trigger automatically updates the opportunity stage to Contacted and notifies the sales manager.

• A support agent replies to a customer's email. The User Replied trigger adds a Support Responded tag and creates a follow-up task to check in after 48 hours.

Additional Notes

• The trigger activates only when a user sends a reply, not when a customer responds.

• Use this trigger for internal workflow automation based on team activity.

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