Right now in GHL there is a trigger called "Customer Replied." It fires when a customer sends us a message. That part works great.

But there is no trigger for when a user (a team member, a staff member, an agent) replies back to the customer. This is a huge problem.

Here is the problem in simple words:

A customer messages us. We are supposed to message them back. Sometimes our team does. Sometimes our AI does. Sometimes nobody does — and we don't find out until the customer gets angry and leaves.

We have no way to know if a user replied or not. GHL does not tell us.

What we want to build (but can't):

Customer sends us a message

Wait 5 minutes

Check: did a user reply?

If YES → great, do nothing

If NO → send an alert to the owner: "Hey, nobody replied to this customer!"

Step 3 is impossible right now. There is no "User Replied" trigger.

What we need GHL to build:

A simple new trigger called "User Replied" that fires when any team member sends a message to a contact. With filters for:

Which user replied

Which channel (SMS, email, WhatsApp, Instagram, Facebook, Live Chat)

Which assigned user it was meant for

Also please add "User Reply" as an option on the Wait action, the same way we already have "Contact Reply."

Why this matters:

AI agents are everywhere now. When the AI misses a message, we have no way to catch it.

Sales teams need SLA tracking — "did my rep reply in 5 minutes?" is impossible to answer today.

Drip sequences keep firing even after a human has already replied, which makes customers angry.

Shared inboxes need this to know who is handling what.

This idea has had hundreds of votes for two years. Please build it. It is the single biggest missing piece for anyone running AI or team-based customer conversations on HighLevel.

Thank you.