Using Wait for Reply with iMessage via Custom Gateway in HighLevel

When you're using iMessage through a custom action in HighLevel, you may encounter an issue where the "Wait for Reply" step doesn't function as expected. This guide explains why that happens and how to work around it effectively. ✅

❌ The Problem

If you're using one of our custom actions to send iMessages and then use a "Wait for Reply" step in the workflow, you’ll notice:

• The "Wait for Reply" step doesn't recognize the iMessage custom action.

• This is because HighLevel doesn't register custom actions as valid message types that can be waited on.

✅ The Solution

To make the "Wait for Reply" step work, you need to follow these conditions:

🔧 1. Use iMessage Only in the Account

Ensure the account is configured for iMessage only using a custom gateway provider.

📩 2. Use Standard SMS Action Instead of Custom Action

Even if you're using iMessage under the hood, HighLevel will send the message as an iMessage if the recipient is an iPhone user – as long as you're using the standard SMS action.

💡 Example Workflow

Here's how to build your workflow:

1. Send Message: Use the standard SMS action to send your initial iMessage (even though it says SMS, it will route via iMessage if the contact is eligible).

2. Wait for Reply: Use the "Wait for Contact Reply" step – this will now work because HighLevel recognizes the previous step.

3. Respond Accordingly: You can now send a follow-up message using either another standard SMS or a custom action (if needed).

🔁 What It Looks Like in Practice

• Send SMS (via standard action – routes as iMessage)

• ➡️ Wait for reply

• ➡️ Respond with another message

🚫 What NOT to Do

• Don't use a custom action to send the initial iMessage if you're planning to use the "Wait for Reply" step.

• HighLevel won’t track replies against custom actions, so the wait step will be skipped.

✅ Summary FeatureWorks with Custom ActionWorks with Standard SMSiMessage Sending✅✅Wait for Reply❌✅ 📌 Key Takeaway

If you're using iMessage and want to wait for a reply, use the standard SMS action (even though it says SMS), and it will route as iMessage for iPhone users.