Wait Steps Guide | Add Smart Delays to Workflows

Wait Steps

Smart wait is the action (Wait Action) that determines when a contact moves from one step to another instead of executing actions immediately and consecutively. It pauses the customer temporarily in the path based on a time schedule, appointment, or specific interaction that ensures your messages arrive at the ideal time.

Wait Modes & Styles

Time Period

Pausing the customer for a specified number of minutes, hours, or days (e.g., wait 2 hours after registration then send the second message).

Set Period of Time
Specific Date & Time

Suspending the path until a specific calendar date and time to execute the next step precisely in sync with your campaign times.

Specific Date & Time
Recurring Schedule

Resuming the path exclusively within specific official business days and times (e.g., Sunday to Thursday from 9 AM to 5 PM) to ensure a professional communication environment.

Business Hours Only
Appointment Booking

Waiting until a previous or upcoming booking time (e.g., sending a reminder via WhatsApp exactly 24 hours before a consultation appointment).

Appointment Booking
Contact Reply

Suspending the customer until they reply to the message directed to them, with the option to set a timeout deadline for alternative follow-up.

Contact to Reply
Action & Link Click

Stopping until the customer performs a specific action such as: opening an email, clicking a link, or clicking a (Trigger Link) for automatic transfer.

Action & Link Click

Why Is It Called a “Smart” Wait?

The option is not limited to a rigid temporary pause, but gives you advanced interactivity and procedural intelligence through the following features:

Timeout System: If the customer is paused waiting for a reply or link opening and does not interact within a specified period (e.g., 3 days), the wait times out and the customer automatically moves to an alternative path instead of hanging forever.
Condition-Based Wait: The customer remains paused until conditions built by the system based on their direct behavior or data changes in the database are met, then they are released.
Respecting Human Tone and Communication Times: Ensures messages do not arrive at late hours or holidays by restricting resumption to your official business schedule table.

How to Add a Wait Step Step-by-Step Inside the Platform?

Step 01

On the Workflow flow line, click the plus button (+) between any two actions to specify the pause location.

Step 02

Choose the Wait action from the available Actions list.

Step 03

Select the delay type (Time Delay, Specific Date, Event, Condition, Contact Reply…).

Step 04

Configure smart options (Business Hours, and Timeout deadline if applicable).

Step 05

Click Save Action to link and effectively apply the pause in the path.

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