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How to stop a workflow when the customer replies (Stop on Response)

Inside the workflow, open Settings and turn on Stop on Response. When the contact replies to an SMS, email or call sent by that workflow, they're removed from it and don't get the following messages. If the workflow makes calls, adjust voicemail detection and the call timeout.

Updated on

Before you start

  • Have the workflow built with its follow-up messages (SMS, email, call).
  • Decide what you want: stop the sequence as soon as the customer shows interest (replies), or always run it to the end.
Where to find it

Automation › Workflows › (open the workflow) › Settings › Stop on Response

Step by step

Turn on Stop on Response

  1. Open the workflow and click Settings at the top of the builder.
  2. Turn on Stop on Response.
  3. Save and publish the workflow.
  4. From then on, when the contact replies to an SMS or email, or answers a call made by that workflow, they're removed from the workflow and the remaining actions don't run.

If the workflow makes automated calls

  1. Open the workflow's Call action.
  2. Look at the Disable Voicemail Detect option:
    • Off (default): the system listens for a few seconds to tell a person from a voicemail greeting. A call that lands on voicemail doesn't count as a response and the contact stays in the workflow. Connecting takes slightly longer.
    • On: the call connects faster, but voicemail now counts as a response. With Stop on Response on, the contact leaves the workflow even without answering.
  3. If you turn both options on, set the Call Timeout to 20 seconds or less so the call ends before reaching voicemail.
  4. Save the action and publish.

Tips

  • Only replies to messages sent by that workflow count. Messages the customer sends for another reason, or calls your team makes manually from Conversations, don't stop the workflow.
  • In the Call action, what your team does doesn't matter for Stop on Response: only the contact's answer (or voicemail) counts.
  • Pair it with an internal notification so your team knows the customer replied and can take over manually.

Common problems

  • The workflow stopped on a call nobody answered → Stop on Response is on and voicemail detection is disabled, so voicemail counted as a response. Re-enable voicemail detection or lower the call timeout to 20 seconds or less.
  • The customer replied and kept getting messages → The option is off in that workflow, or the reply was to a message from a different workflow. Check Settings in each workflow.
  • Calls take a while to connect → That's the voicemail detection time. If you prefer speed and don't use Stop on Response, disable detection.
  • I only want to stop part of the workflow → Stop on Response applies to the whole workflow. To stop only from a certain point, split it into two workflows.

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