Track Team Replies with the User Replied Trigger

The User Replied trigger starts a workflow when someone on your team messages a contact from the conversation view. Use it to measure response time, stop automated messages once a person steps in, and log outbound activity.

What fires it

The workflow runs when a team member sends a message that is then delivered. This covers a first outbound message and a reply in an existing thread. It does not fire for messages sent by workflow actions or by AI chat assistants.

Filters

• Sent By: pick the contact's assigned user and or specific team members. Without it, any user's reply counts.
• Message Channel: SMS, email, WhatsApp, Facebook Messenger, Instagram DM and live chat.
• Contains Phrase and Exact Match Phrase: react to wording in the message.
• Has Tag and Doesn't Have Tag: segment by contact tags.

Set it up

1. Open Automation > Workflows and create a workflow.
2. Click Add New Trigger and select User Replied under Events.
3. Name it, such as "Rep replied".
4. Click Add Filters and choose conditions.
5. Click Save Trigger, add actions, and publish.

Useful patterns

• Hand-off: when a rep replies, remove the contact from drip sequences so they do not receive a robotic message alongside a personal one.
• Wait and check: a contact messages in, you wait a few minutes, and if nobody has replied you alert the owner.
• Activity logging: update "Last contacted by" and "Last contact date" fields.
• Keyword action: when a rep's message includes "refund approved", move the opportunity and send confirmation.

Tips

• Live chat conversations always begin with the visitor, so only replies exist there.
• Use the sender filter to escalate if a junior rep answers a high-value contact.

Good to know: The trigger counts only messages typed in the conversation view, so automated texts will never stop your own sequences by accident.