What's new?

The Goal action now supports User Replied as a goal event. Workflows can now jump contacts directly to a goal when a team member replies to a conversation, making it easy to stop or redirect automations once human engagement has started.

How it works

Configure a Goal action and select User Replied as the goal event. When a user sends a reply through a supported conversation channel, the contact immediately skips ahead to the Goal step, bypassing any intermediate workflow actions. This allows your workflow to react instantly to team activity instead of continuing scheduled automation.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Configure the actions that should run after the Goal is reached.

Why we built it

Automated workflows should adapt when your team steps in. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communication, and seamlessly transition from automation to human-led conversations.

Simple examples

• A lead is enrolled in a 7-day email nurture sequence. On Day 2, a sales representative replies to the lead's SMS. The workflow immediately reaches the User Replied 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 respond. As soon as a support agent replies, the contact reaches the User Replied goal, preventing any additional reminder messages from being sent.

Additional Notes

• The Goal is achieved only when a user sends a reply to the contact.
• Contacts immediately jump to the Goal step, skipping intermediate workflow actions.
• Ideal for ending nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.

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