Who This Is For / When to Use
Use the User Replied goal event when automated communication should stop or change after a team member begins a direct conversation with a contact.
Common use cases include:
Ending an email or SMS nurture sequence after a team member replies.
Preventing automated reminders from continuing during a human-led conversation.
Moving a contact to a different set of workflow actions after a reply.
Avoiding duplicate or conflicting messages.
Kyrios workflows support Goal steps, waits, conditional logic, and execution tracking for managing contact journeys.
How the User Replied Goal Works
When a team member sends a reply that matches the Goal conditions, the contact immediately moves to the Goal step.
The contact skips any workflow actions positioned between their current step and the Goal step. Actions placed after the Goal can then run normally.
The Goal is triggered by a team member replying to the contact. It is not triggered by the contact replying to the business.
Add the User Replied Goal to a Workflow
Open the workflow in the Workflow Builder.
Select the location where the Goal should appear.
Click the + icon.
Add the Goal action.
Enter an Action Name.
Under Select Type of Goal, select User Replied.
Under Select Channels, choose the conversation channels that can satisfy the Goal.
Under Replied By, choose which team members can satisfy the Goal.
Select the applicable team members when required.
Choose what should happen if a contact reaches the Goal step without meeting its conditions.
Click Save action.
Add any actions that should run after the Goal.
Test and publish the workflow.
Configure the Reply Conditions
The User Replied Goal includes conditions that determine which team member replies qualify.
Select Channels
Choose the conversation channels that should count toward the Goal.
A reply sent through a channel that is not selected will not satisfy the Goal.
Replied By
Use this setting to control which team members can satisfy the Goal.
When Specific users is selected, only replies sent by the selected team members will count.
Select Users
Choose each team member whose replies should satisfy the Goal.
A reply from an unselected team member will not trigger the Goal when the Goal is limited to specific users.
Choose What Happens at the Goal Step
The setting under If contact reaches this Goal action without meeting its conditions controls what happens when the contact reaches the Goal through the normal workflow path.
For example, selecting End this workflow stops the workflow when the contact reaches the Goal without a qualifying team member reply.
This setting does not control what happens when the Goal conditions are met early. When the conditions are met early, the contact jumps directly to the Goal step.
Example: Stop a Nurture Sequence
A contact enters a seven-day email nurture workflow.
On the second day, a sales representative replies to the contact through a selected channel. The contact immediately moves to the User Replied Goal and skips the remaining nurture messages.
If the Goal is configured to end the workflow, no additional nurture messages are sent.
Example: Stop Support Reminders
A workflow sends reminder messages while a contact waits for assistance.
When an eligible support team member replies through a selected channel, the contact moves directly to the Goal. Any reminder actions between the contact’s current position and the Goal are skipped.
Actions placed after the Goal can close the sequence, update contact information, assign a task, or begin another process.
Common Issues and Fixes
The contact did not move to the Goal
Confirm that:
The Goal type is set to User Replied.
The reply was sent by a team member, not by the contact.
The reply used one of the selected channels.
The team member is included under Select Users when the Goal is limited to specific users.
The contact is currently active in the workflow.
The workflow is published.
Automated messages continued after a team member replied
Check the Goal’s position in the workflow. The contact skips actions between their current position and the Goal. Actions placed after the Goal can still run unless the Goal is configured to end the workflow or the later actions are removed.
A reply from another team member did not trigger the Goal
Review the Replied By and Select Users settings.
When the Goal is restricted to specific users, replies from other team members do not satisfy the Goal.
The contact reached the Goal without a reply
The contact can reach the Goal through the normal workflow path.
Use If contact reaches this Goal action without meeting its conditions to define what Kyrios should do when that happens.