Using the Wait action in the Workflow Builder allows you to hold Contacts before advancing to the next step of a Workflow. This can be useful for many reasons, from appointment bookings/reminders, to follow ups, and more. Now, let’s take a look at how to set up a Wait event.
Step 1: Adding an Action to the Workflow
- Click into the Workflow and click the + icon to add an action
- Choose the Wait action from the list
Step 2: Under “Wait For” choose the type of Wait action you wish to use
There are several options for customizing the Wait action, categorized as Time-based or Qualifye events. Here’s a brief description of each type of Wait action you can setup:
- Time delay:
- NOTE:
- Event/Appointment time:
- Choose before or after, and the timeframe
- You can move the Contact to the next step, or skip communications
- Condition:
- Choose one or more “segment” (condition), and toggle on the timeout if you want to add that feature.
Note: “Time Out” feature works best with conditions like “Customer Replied”. If the lead did not reply, they will keep waiting at this step. If you want to move this lead forward, you can set up the “Time out” feature to a certain number of days so that the lead can move to the next step whether they reply or not.
Also, When you select “Skip all outbound communication” then all email,sms or call events between the 2 wait steps will be skipped until the next wait step
- Contact reply:
- Choose the “reply to” in order to select the sms/email event for the workflow.
- Toggle on the “timeout” setting if you want to add this feature.
Please Note: This will need to be before the wait step, it’s recommended that the wait step directly follow a communication action as certain actions like If/Else will break the connection to the wait step.
- Trigger link clicked:
- Choose the specific trigger link and toggle on the timeout if you want to add that feature
- Email event:
- Choose the step, determine which event(s) you wish the step to run on, and toggle on the timeout if you want to add that feature
