Hey @Steve Nowlan 

Larissa here from Intercom Support.

When you use the “collect customer reply”, the customer is required to send a reply before your workflow can continue.

Therefore, this wouldn’t work if you expect to send a message to remind the customer to say something.

I’d recommend that you remove the “collect customer reply” and then it should work fine.

I hope this helps! 

Thanks for the answer Larissa, now my question is I want to have a certain point where a customer can start to respond to me, what is the other way to do it besides Collect User Response?

Hey @Steve Nowlan 

Customers can reply without the “collect customer reply” action.

This action is not required for customers to be able to send a message.

You can just build the workflow as you had previously, but removing the action “collect customer reply”.

Hope this helps!