Who This Is For / When to Use
Use the User Replied trigger when a workflow should respond to a team member’s activity.
This trigger is useful for:
Updating an opportunity after a sales representative contacts a lead.
Adding a tag after a support agent responds.
Creating an internal follow-up task.
Notifying a manager that a contact received a response.
Starting another internal process after a team member sends a message.
The trigger detects messages sent by Kyrios users. It does not detect replies sent by contacts.
How the User Replied Trigger Works
The User Replied trigger fires when a Kyrios user replies to a contact or sends a message to a contact.
After the trigger fires, the contact enters the workflow and proceeds through the configured actions.
Possible workflow actions include:
Adding or removing a tag.
Updating an opportunity.
Assigning a user.
Creating a task.
Sending an internal notification.
Starting follow-up automation.
Kyrios workflows can use message activity to start automations and update contact or pipeline data.
Add the User Replied Trigger
Go to Automations > Workflows.
Open an existing workflow or create a new workflow.
Click Add new trigger.
Select User Replied.
Enter a descriptive name in Workflow Trigger Name.
Click Add filters when the workflow should run only for specific replies.
Configure the required filters.
Click Save trigger.
Add the actions that should run after the trigger.
Test the workflow.
Publish the workflow.
The trigger will not enroll contacts while the workflow remains in draft status.
Configure Trigger Filters
Filters limit which user replies can start the workflow.
Click Add filters in the trigger configuration to define the required conditions.
Use filters when the workflow should respond only to specific circumstances, such as:
Replies sent through a specific conversation channel.
Replies associated with selected contacts or contact conditions.
Replies that meet other available trigger criteria.
A reply must satisfy the configured filters before the contact can enter the workflow.
When no filters are configured, any qualifying user reply can trigger the workflow.
Example: Update a Sales Opportunity
A sales representative replies to a new lead by SMS.
The User Replied trigger enrolls the contact in the workflow. The workflow then:
Updates the opportunity stage to Contacted.
Adds a contact tag.
Sends an internal notification to the sales manager.
The workflow begins because the sales representative sent the reply. A reply from the lead does not activate this trigger.
Example: Create a Support Follow-Up
A support agent replies to a contact by email.
The User Replied trigger enrolls the contact in the workflow. The workflow then:
Adds a Support Responded tag.
Creates a follow-up task.
Sets the task due date for 48 hours later.
Assigns the task to the appropriate support user.
The workflow can be used to confirm that the contact received a response and schedule the next internal action.
Common Issues and Fixes
The workflow did not start after the contact replied
The User Replied trigger does not fire when a contact responds.
Use a trigger designed for inbound contact messages when the workflow must start from a contact’s reply.
The workflow did not start after a team member replied
Confirm that:
The workflow is published.
The contact meets all configured trigger filters.
The message was sent by a Kyrios user.
The reply was sent through a supported conversation channel.
The contact is eligible to enter the workflow under the workflow’s enrollment settings.
Some user replies start the workflow and others do not
Review the trigger filters.
A reply will not start the workflow when it does not meet every required filter condition.
The same contact entered the workflow more than once
Review the workflow’s re-entry settings.
When re-entry is enabled, later user replies may enroll the same contact again. Disable re-entry when each contact should enter the workflow only once.
The trigger was saved, but no actions occurred
Confirm that actions have been added after the trigger and that the workflow is published. A trigger controls enrollment. It does not perform an update, notification, assignment, or follow-up unless those actions are added to the workflow.