User (Team Member) Replied Trigger Needed
W
Wateeb Khan
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.
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A
Ashwin Raghunandan
Hey everyone, Ashwin here (PM for Workflows).
We've been going through this request and the related posts across the ideas board. The core ask is clear: "I need to know when my team replies to a contact - and act on it inside a workflow."
We're actively working on this. As part of the solution, we're working on adding two new capabilities that cover a big chunk of the scenarios mentioned:
- Wait Action - "User Replied"
A new option inside the existing Wait step. This lets you build the exact pattern most of you described:
Customer Replied → Wait 5 min for a user reply → No one replied? → Alert the owner
Filters for who replied (specific user, assigned user) and which channel. There would be a timeout branch that handles the "nobody responded" path in 'X' time frame i.e SLA tracking
- Goal Event - "User Replied"
A checkpoint you place before any step in a workflow that asks: "Has someone already replied to this contact?" If yes, exit or skip. This solves the email sequence problem - sequences stop automatically once a real conversation has started, instead of keeping on firing after a rep is already engaged.
What I'd love your input on:
Beyond the Wait and Goal, we're evaluating the standalone trigger as well. To help us prioritize and scope it right, it would be super helpful to hear:
- What would you want the workflow to do when it starts from a "User Replied" trigger? Any filters you have in mind to use along with the trigger?
- Do you need data from the message itself (who sent it, which channel, message content) to power downstream steps?
- Any specific workflow logic you have in mind that the Wait/Goal approach above wouldn't cover?
Your inputs will help us a lot in solving the problems you folks are currently facing. Thanks!
C
Caio Fonseca
Ashwin Raghunandan, thank you so much for this!
- Bot → Human Handoff
When a lead selects a sales rep through the chatbot, the moment that rep replies, the bot stops automatically. No overlapping messages, clean transition.
- Automated intro message to the lead
When the user replies for the first time, trigger an automated message to the contact: "You're now connected with [Name]. Feel free to talk!" professionalizes the handoff experience.
- First Response Time Tracking
Trigger a custom field update with a timestamp the moment a user replies. Useful for SLA tracking and reporting how long it took for a human to enter the conversation.
- Auto-assign conversation
When user X replies, the conversation gets automatically assigned to them. prevents two reps from responding to the same lead.
- Pipeline stage update
User replies → opportunity automatically moves from "Waiting for Contact" to "In Negotiation". No manual update needed.
- Pause automation + schedule re-engagement
If the user doesn't reply again within X hours, reactivate the bot or trigger a follow-up sequence. Covers the case where a rep replies once and goes silent.
- Manager alert for high-priority leads
When a VIP lead is tagged and the assigned user replies, notify the manager confirming that the conversation has started.
- Post-human-interaction sequence
Once the user replies and the conversation ends (combined with another trigger), start an NPS or satisfaction survey tied to that specific rep.
The most powerful combo would be: stop bot + advance pipeline stage + log timestamp, all in one automation triggered by this single event. Right now this requires workarounds. This trigger would make it seamless.
Thanks for building this, it fills a real gap!
S
Saiful Achmat
Ashwin I think Wait + Goal are both useful, but a standalone “User Replied” trigger is still very important.
Why:
Wait and Goal are great for checking or stopping an existing workflow, but many real use cases need a workflow to start because a user/admin/sales rep replied.
Clear scenarios:
SLA tracking
Customer sends a message → wait 5 minutes for a user reply → if nobody replies, alert the owner or manager.
This is perfectly handled by Wait: User Replied.
Stop automation once sales is already handling it
A lead is still in an email or follow-up sequence → sales replies manually → the sequence should stop automatically.
This is where Goal: User Replied helps a lot.
Start actions after a user reply
Once a rep replies, I may want to:
mark “first response completed”
calculate response time
move the opportunity to “Handled”
notify a manager
log which user replied and from which channel
This is why a trigger: User Replied is very valuable. It is a much cleaner way to say:
“When a user replies, do X.”
So my view is:
Wait = best for SLA monitoring
Goal = best for stopping sequences once a real conversation starts
Trigger = best for launching downstream workflows after a rep replies
If prioritization is needed, I would suggest:
Wait Action – User Replied
Trigger – User Replied
Goal Event – User Replied
Also, for the trigger, useful filters would be:
specific user / assigned user / any internal user
channel
first reply only vs any reply
exclude bot/automated replies
And ideally, the workflow should receive data like:
who replied
channel
timestamp
message content
whether it was the first reply or not
This would cover a lot more real operational scenarios.
K
Keith Besherse
K
Keith Besherse
Ashwin Raghunandan, I agree with that Caio Fonseca and Saiful Achmat said.
In particular I want a separate Workflow trigger to use as follows:
The bot is keeping the conversation going while I am otherwise occupied…
When I am available I respond with a personal message (maybe from the native platform but I am totally willing to have it only work from within the app)…
That User replied workflow sets Bot Status to Inactive for 24 hours and pauses/removes contact from any “Fast 5” type initial response workflows.
This Bot Status Inactive should override any subsequent signals to activate the bot during that window.
A
Ashwin Raghunandan
Merged in a post:
Urgent: User Replied Trigger
D
David Bak
We need a trigger for when a user replies so it can update an opportunity or help stop automations.
K
Keith Besherse
Chase Buckner
Merged in a post:
User replied to chat action
H
Hans Lange
That would help to stop or redirect automations once a user replied to an incoming chat
A
Ashwin Raghunandan
Merged in a post:
Trigger workflow by keyword
G
Graham G-Man
At present, we have a trigger that is "contact replied". however, can we also request a trigger where "user" replies. This would mean we could trigger workflows by sending a message/DM/Email.
J
Jericho Esber
Upvoting this