User Replied Workflow Trigger
SMBcrm can now start a workflow when a team member replies to a contact in a conversation. This helps teams automate internal steps based on agent activity, not only customer replies.
What changed
The User Replied trigger is available for SMBcrm automation workflows. It fires when a user sends a reply to a contact through a supported conversation channel.
After the trigger runs, the workflow can continue with actions such as:
- Sending notifications
- Applying tags
- Assigning records
- Creating follow-up automations
How to use it
- Open Automations > Workflows.
- Add the User Replied trigger.
- Configure any trigger filters needed for the workflow.
- Publish the workflow.
Once published, the workflow runs automatically whenever a team member replies to a contact and the configured conditions are met.
Example uses
- When a sales representative replies to a new lead by SMS, update the opportunity stage to Contacted and notify the sales manager.
- When a support agent replies to a customer email, add a Support Responded tag and create a follow-up task to check in after 48 hours.
Notes
- The trigger activates only when a user sends a reply, not when a customer responds.
- Use this trigger for internal workflow automation based on team activity.
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