Infinity3 Help Centre

Use Stop on Response when a customer’s reply should end an automated follow-up sequence and allow your team to continue the conversation.

Before you start

You’ll need permission to edit workflows. Decide whether every remaining step should stop after a reply, including any internal tasks or updates.

Enable Stop on Response

1. Open Automation → Workflows.
2. Select the follow-up workflow.
3. Open Settings.
4. Enable Stop on Response.
5. Save and test the sequence.

The setting ends this workflow for the contact who responds to a message sent by it. Other contacts continue their own journeys.

It does not automatically stop every other workflow involving that customer. Review separate sequences if they also send follow-up messages.

Check the result

Use a dedicated test contact with an email address or phone number you control.

1. Trigger the workflow and wait for its message.
2. Reply through the receiving channel.
3. Check the reply in Conversations.
4. Review Enrollment History and Execution Logs.
5. Confirm the contact exited before the next planned follow-up.

Things to know

• A reply does not recall messages already sent.
• Your team still needs to monitor and answer the conversation.
• If essential internal work must continue after a reply, consider placing that work in a separate process.

Contact Infinity3 if the contact continues unexpectedly. Include the workflow name, message time, reply time and relevant log details.