The User Replied Goal Event helps workflows respond when a team member replies to a contact. Instead of continuing through scheduled messages and delays, the contact can move directly to a designated Goal step. This helps prevent overlapping automated and manual communication. Learn how the goal works, configure reply conditions, and control what happens afterward.

TABLE OF CONTENTS

What is the User Replied Goal Event?

The User Replied Goal Event is an option within the Workflow Builder's Goal Event action. It moves a contact directly to a specified Goal step when a team member replies through a supported conversation channel.

When the qualifying reply is delivered, the contact skips the workflow actions between their current position and the Goal. Any actions configured after the Goal can then run.

Note: The User Replied goal is achieved when a team member replies to a contact, not when the contact sends a reply.

Key Benefits

The User Replied goal helps automated workflows adapt when a team member begins handling a conversation. This reduces unnecessary follow-ups and gives you more control over the contact's next steps.

  • Reduce Duplicate Messages: Skip scheduled messages when a team member responds to a contact.

  • Improve Team Coordination: Transition from automated communication to a human-led conversation.

  • Customize Reply Conditions: Choose which conversation channels and team members can satisfy the goal.

  • Control Workflow Progress: Move contacts directly to the Goal step and continue with any actions configured afterward.

Prerequisites and Limitations

Before adding the User Replied goal, review your workflow structure and decide which team-member replies should count. The Goal's placement determines which actions a contact skips.

  • An existing or newly created workflow is required.

  • The reply must come from a team member through a supported conversation channel and match the configured Goal conditions.

  • Only one Goal Event action can be added to a workflow.

  • Reaching a Goal affects the contact's path in that workflow. It does not automatically stop other workflows.

How the User Replied Goal Works

A Goal Event monitors its configured condition while a contact progresses through the workflow. When a qualifying team-member reply occurs, the contact moves directly to the Goal step, skipping intermediate actions.

For example, a contact may be waiting between automated emails. If a team member replies through a selected channel, the contact can skip the remaining emails and move to the Goal.

Animated workflow showing a sequence of email and wait actions and the Goal action configuration.

Example workflow demonstrating the placement and use of a Goal action.

Important: Actions placed after the Goal can still run. To finish a sequence when the goal is achieved, place the Goal at the end of that sequence with no additional actions afterward.

How to Set Up the User Replied Goal

Configure the User Replied goal in the Workflow Builder by selecting the goal type, eligible conversation channels, and team members. You can also define what happens if a contact reaches the Goal step without meeting its conditions.

  1. Go to Automation > Workflows. Open an existing workflow or create a new one.

  2. Add or confirm the workflow trigger and identify the point where contacts should move after a team member replies.

  3. Click the + button at that point in the Workflow Builder. Under Internal, select Goal Event.

  4. Under Action Name, enter a descriptive name for the Goal.

  5. Under Select Type of Goal, choose User Replied.

  6. Under Select Channels, choose the conversation channels whose replies should satisfy the Goal.

  7. Under Replied By, choose the applicable reply criteria. If you choose Specific users, use Select Users to select the team members whose replies should count.

  8. Under If Contact Reaches This Goal Action Without Meeting Its Conditions, choose the appropriate behavior:

    • End this workflow: End the workflow.

    • Continue anyway: Continue to the next action.

    • Wait until the goal is met: Pause until the Goal condition is satisfied.

  9. Click Save action.

  10. Add any actions that should run after the Goal. Save the workflow and publish it when the configuration is ready.

User Replied workflow goal settings showing channel selection, specific users, and behavior when the Goal is reached without meeting its conditions.

User Replied Goal configuration with Email selected as the channel and Specific users selected as the reply condition.

Tip: Test the workflow with a suitable contact and a qualifying team-member reply. Review the execution results to confirm that the contact reaches the intended Goal step.

Example: Stop a Nurture Sequence

A User Replied goal can prevent scheduled follow-ups from continuing after someone on your team starts a conversation with a lead. Place the Goal at the end of the nurture sequence to skip any remaining actions when a qualifying reply occurs.

Example workflow:

  1. A contact enters a seven-day email nurture workflow.

  2. The workflow sends an email and waits before the next message.

  3. A team member replies to the contact through a selected channel.

  4. The contact moves directly to the User Replied Goal.

  5. The remaining nurture actions before the Goal are skipped.

If the Goal is the final action, the contact reaches the end of that workflow path. If additional actions follow the Goal, the contact continues through those actions.

Frequently Asked Questions

  Q: Does a contact's reply satisfy the User Replied goal?  

No. The goal is satisfied when a team member replies to the contact through a supported conversation channel.


  Q: Can I restrict the Goal to certain team members or channels?  

Yes. Use Select Channels and Replied By to configure eligible replies. When using Specific users, select the required team members under Select Users.


  Q: Does User Replied automatically stop every workflow?  

No. It changes the contact's position within the workflow containing the Goal. Other workflows are not automatically stopped.


  Q: What happens to actions after the Goal?  

Actions placed after the Goal can still run when the contact reaches that step. Place the Goal at the end of the sequence if no additional actions should run afterward.


  Q: What does End this workflow mean in the Goal settings?  

This option applies when a contact reaches the Goal through the normal workflow path without satisfying its conditions. It does not change the rule that qualifying replies move contacts directly to the Goal.


  Q: Is User Replied the same as the User Replied trigger?  

No. The User Replied trigger starts a workflow when its conditions are met. The User Replied Goal moves a contact to a designated point within an existing workflow. It is also different from Customer Replied and Stop on Response, which address other workflow behaviors.

Need Help?

If a contact does not move to the expected Goal step after a team member replies, review the workflow configuration and the reply conditions. These checks can help identify why the Goal was not satisfied.

Verify the following:

  • Goal Type: Confirm that User Replied is selected.

  • Conversation Channel: Confirm that the reply was sent through a channel selected under Select Channels.

  • Replying User: If the Goal uses Specific users, confirm that the replying team member appears under Select Users.

  • Workflow Status: Confirm that the workflow is published and the contact is active in the workflow.

  • Goal Placement: Review the actions before and after the Goal to ensure the workflow follows the intended path.

  • Execution Results: Review the workflow's execution logs to check what happened when the team member replied.

If the issue continues, contact support with the workflow name, selected Goal settings, expected behavior, actual results, and relevant execution details. Include screenshots when helpful. Do not share passwords, access tokens, or other sensitive credentials.