M
Mazen Elbendary
Currently in workflows there is no native trigger or condition that detects when a manual outbound message is sent by a user in the Conversations inbox.
It would be very useful to have a trigger such as:
“User Sent Message” or “Manual Outbound Message Sent”
This would allow workflows to react when a team member manually replies to a lead.
Example use cases:
1. Stopping automations when a human replies
If a team member starts a conversation with a lead, we want to automatically remove the contact from intro or follow-up workflows to prevent automated messages from continuing.
2. Lead response SLAs
Businesses often want to ensure leads are replied to quickly.
Example workflow:
• Assign lead to staff member
• Wait 10 minutes
• If no outbound message was sent by the assigned user → reassign the lead to another staff member.
3. Tracking team response times
Being able to detect manual replies would allow reporting and automation based on how quickly team members respond to customers.
Current limitation:
The only related trigger is “Customer Replied,” which detects inbound messages but does not allow workflows to detect when a user replies manually.
Because of this, many workflows require manual tags or workarounds, which are unreliable in fast-paced lead handling environments.
Requested feature:
A native workflow trigger or condition such as:
• User Sent Message
• Manual Outbound Message Sent
• Filter options like:
• message channel (SMS, WhatsApp, Instagram, etc.)
• user who sent the message
• automation vs manual message
This would greatly improve lead management automation and SLA enforcement.
Business impact: Many businesses using GoHighLevel rely on fast response times to convert leads. Without a trigger for manual outbound messages, it is difficult to enforce response SLAs or automatically stop automations when a human takes over a conversation. Adding this trigger would allow teams to build reliable lead-handling systems, improve response times, and ultimately increase lead conversion rates.