Workflow Trigger - User Replied

What is the User Replied Trigger?

The User Replied trigger activates a workflow whenever a member of your team sends a message to a contact from the conversation view. This trigger captures both new outbound messages—such as when a representative initiates contact with a new lead—and replies within an existing conversation thread. It is important to note that this trigger only fires once the message is delivered, not when it is sent, and it does not activate for messages sent through workflow actions or Conversation AI.

Key Benefits of Using the User Replied Trigger

Leveraging the User Replied trigger offers several advantages:

• Track Response Times: Monitor how quickly your team responds to contacts by capturing the exact moment a reply is sent.
• Stop Automations: Halt automated sequences as soon as a team member engages personally, preventing overlap between automated and human messages.
• Build Wait-and-Check Flows: Combine with wait conditions to alert assigned users if no reply occurs within a set time after a contact messages.
• Route Conversations: Direct workflows based on the rep who replied, the assigned user, or the channel used.
• React to Message Content: Trigger actions like updating opportunities or applying tags when specific phrases are detected in the reply.
• Log Activity: Keep records of outbound messages and update fields such as Last Contacted By and Last Contact Date.

How to Use the User Replied Trigger in Workflows

To set up the User Replied trigger:

1. Navigate to Automations > Workflows in your CRM.
2. Create a new workflow or edit an existing one.
3. Click + Add New Trigger and select User Replied from the Events category.
4. Provide a descriptive Trigger Name for easy identification.
5. Optionally, add filters to specify which replies should activate the workflow.
6. Click Save Trigger.
7. Add desired actions, such as assigning tags, sending notifications, or updating opportunities, then publish the workflow.

Trigger Filters

Filters allow you to refine when the trigger activates:

• Sent By: Limit to replies from the contact's assigned user or specific team members.
• Message Channel: Restrict to channels like SMS, Email, WhatsApp, Facebook Messenger, Instagram DM, or Live Chat.
• Contains Phrase: Activate only if the message includes certain words or phrases (case-insensitive, comma-separated).
• Exact Match Phrase: Require an exact text match, with whitespace trimmed.
• Has Tag / Doesn't Have Tag: Filter based on tags associated with the contact.

Replied By: The Grouped User Picker

The Replied By filter includes a dropdown with two options: User assigned to the Contact (dynamic) and a list of all available users. If no filter is applied, the trigger activates for replies from any user.

Channel Behavior

The trigger functions consistently across channels, though thread handling varies:

• Email: New outbound messages start new threads; replies occur within existing threads.
• SMS, WhatsApp, Facebook Messenger, Instagram DM: First messages initiate conversations; subsequent messages continue the thread.
• Live Chat: Replies occur within active sessions, as visitors always start chats.

Custom Values

The trigger provides dynamic values for use in workflow actions and conditions, enabling personalized notifications and logging based on the reply context.