Goal Action: Now with Support for User Replies!
Goal
The Goal action now supports User Replied as a goal event. Workflows can now transition contacts directly to a goal when a team member replies to a conversation. This feature simplifies the process of stopping or redirecting automations once human engagement begins.
Configure a Goal action and select User Replied as the goal event. When a user replies through a supported conversation channel, the contact immediately advances to the Goal step, bypassing any intermediate workflow actions. This enables your workflow to respond instantly to team activity, rather than continuing with scheduled automation.
- Add a Goal action to your workflow.
- Select User Replied as the goal event.
- Configure the actions that should occur after the Goal is reached.
Automated workflows should adapt when your team intervenes. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communications, and effortlessly transition from automation to human-led conversations.
- 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.
- 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 concluding nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.
