Wait is a unique type of workflow action designed to pause the contact at a specific step in the workflow until a desired condition is met. This useful tool is handy when waiting for a certain time, contact reply, or event that needs to be completed before moving the contact forward in the workflow.
To insert this action between workflow steps, click the plus sign between the steps and select “Wait” from the options.
Note: The Wait Step can be set up using two distinct types of events—let’s take a closer look!
Time-based #
These will be for things that need to happen in a specific time frame. The available options for time-based events are:
Time Delay #
This allows you to set a determinate amount of time before the contact moves to the next step. To set it up, add the amount of time the workflow should wait before moving the contact forward.
Event/Appointment Time #
This allows you to make the workflow send the messages in a determinate amount of time relative to an event or appointment—for example, one day before an appointment. When setting a Wait step for an event, add the action Set Event Start Date first, then set the time you want the contact to move forward in the workflow.
Overdue #
This feature enables you to schedule messages to be sent a specific amount of time after an invoice’s payment date. When configuring this Wait step, ensure that you have included a trigger or action that guarantees the contacts receive the invoice; otherwise, they may get stuck at this step.
Setting an Event/Appointment Time or Overdue Wait Step #
Select when you want the next step to happen. Here you can choose between before, after, or an exact time relative to the event. Once set, pick an option for what the workflow should do if the contact enters the automation after that time has passed.
Advance Window #
If you’d like to limit the days or hours in which the contact can advance from the Wait step, you can configure an advance window so the contact only moves forward during the allowed timeframe.
Contact Reply / Email Interaction #
You can also hold the contact in the wait step until they interact in a certain way with a previously sent email. To use it, first select the Email Step you want the contact to interact with, then select the action you want the contact to have performed for the email.
Timeout #
If the condition needs to be met within a specific schedule, you can set a timeout by toggling the option and setting the timeframe. Doing so will result in two branches: one for cases when the condition is met and one for when the timeframe expires.
Saving the Wait Action #
Once you’ve set the conditions for your Wait action, click Save Action and you’re done.
Now you can set up Wait steps whenever needed, ensuring that the contact goes through the workflow actions at a precise and convenient time, maximizing the effectiveness of your communications and streamlining your process.
Frequently Asked Questions #
What does the Wait action do? #
It pauses a contact at a specific step in the workflow until a desired condition—such as a time delay, an event, or an email interaction—is met.
What types of Wait events are available? #
The Wait step supports time-based events (Time Delay, Event/Appointment Time, Overdue) and condition-based events such as a contact interacting with a previously sent email.
How do I set a Wait step relative to an appointment? #
Add the Set Event Start Date action first, then configure the Event/Appointment Time wait to fire before, after, or at an exact time relative to that event.
Why might a contact get stuck on an Overdue wait step? #
If there is no trigger or action ensuring the contact actually receives the invoice, the overdue condition can’t be evaluated, so the contact may remain stuck at the step.
What is a timeout on a Wait step? #
A timeout sets a deadline for the condition to be met. It creates two branches—one for when the condition is met and one for when the timeframe expires.
How do I save the Wait action? #
After setting your conditions, click Save Action to apply them.
