Reach a workflow goal when a user replies
The Goal action's User Replied goal event completes when a member of your team replies to the contact, so the workflow can jump the contact straight to the goal and stop or redirect automation once human engagement starts.
Add a Goal action with the User Replied event
Add the action from the workflow builder, choose the goal event, and configure what runs after the goal is reached.
Open Automations > Workflows and open the workflow you want to edit.
Click the + button where the Goal action should run, then select Goal Event from Internal Tools Actions.
From Select Type of Goal, choose User Replied.
Optionally narrow the goal to a specific user, such as the contact's assigned user, and to one or more channels.
Choose the workflow behavior: End this workflow, Continue anyway, or Wait until the goal is met.
Configure the actions that should run after the Goal is reached.
Publish the workflow.
How User Replied behaves
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. The goal is met when the message is delivered, not the moment it is sent, and it is achieved only when a user sends a reply to the contact.
Use it to end nurture sequences when a team member steps in, prevent duplicate messages, and transition smoothly from automated to human-led conversations.