Skip to content
Get a free quoteGet a quote

GoHighLevel Customer Replied Workflow: Recipe 13 Checklist

GoHighLevel workflow recipe 13 · names checked against HighLevel’s help center on October 17, 2026

The problem: Customers reply and nobody on the team sees it.

What this workflow does: If a contact replies by SMS, GoHighLevel alerts the right person.

The workflow at a glance

Diagram of GoHighLevel workflow recipe 13: Reply alert to the right personCustomer Replied: Reply Channel: SMS; Assign To User: unassigned only; Send Internal Notification: owner; Add Task: answer the replyTRIGGERCustomer RepliedReply Channel: SMSACTIONAssign To Userunassigned onlyACTIONSend Internal NotificationownerACTIONAdd Taskanswer the reply
Diagram, not a screenshot. Drawn by GoHighLevel Partners from the HighLevel help articles listed under Sources. Bold names are HighLevel’s own trigger and action names; the italic values are examples. Your workflow builder will look different.
  1. Trigger — Customer Replied · Reply Channel: SMS
  2. Action — Assign To User · unassigned only
  3. Action — Send Internal Notification · owner
  4. Action — Add Task · answer the reply

Bold names are the exact trigger and action names in HighLevel. Values after “·” are examples — use your own.

Step-by-step setup

  1. Automation → Workflows → Create Workflow → Start from scratch.
  2. Add New Trigger → Customer Replied. Filters: Reply Channel = SMS; Replied to Workflow if it should only cover one campaign.
  3. Assign To User with Only Apply to Unassigned Contacts turned on.
  4. Send Internal Notification: recipient Assigned User (SMS or in-app).
  5. Add Task: answer the reply, Assign To the assigned user.

Example Internal notification message

New SMS reply from {{contact.name}}. Open the conversation and answer.

Example only — write your own wording.

Before you publish the workflow

  • Replied to Workflow limits it to one campaign
  • Only Apply to Unassigned Contacts on
  • Notify the Assigned User, not All Users
  • Check the merge field names in your account's custom value picker.

Sources

Every trigger and action name above was checked against these HighLevel help articles on October 17, 2026. HighLevel changes its product often; if a label differs in your account, the article is the reference.

Want it built for you?

We set up GoHighLevel workflows like this one for US businesses. Leave your details and we will reply with a quote.

or fill in manually

Independent service — not affiliated with, endorsed by or sponsored by HighLevel. HighLevel and GoHighLevel are trademarks of their owner.