Hi GHL Support, I’d like to escalate an issue with the sub-account involving the automation.

The issue is that leads are getting after the automated SMS is sent. I previously contacted support and was advised that the workflow is expected to wait for the customer to reply before proceeding.

However, this behavior is not practical for our use case. It’s not guaranteed that a customer will reply immediately, or even reply at all, to the automated SMS. Because the workflow is waiting for a response, the lead can remain stuck on the Wait step indefinitely, which prevents the next actions in the automation from taking place.

We’d like to understand if there is a way to configure the workflow so that it before continuing.

Could you please escalate this to the appropriate technical team and confirm whether there is:

* A way to prevent leads from remaining indefinitely on the Wait step

* A different trigger or condition we can use to detect the intended response without blocking the workflow

* A recommended workflow structure that would allow the SMS to be sent while still allowing the automation to continue if the customer does not respond

The main concern is that , since customers may take hours or days to respond, or may not respond at all.

We’d appreciate it if the technical team could review the workflow behavior and advise on the best way to handle this.