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 CRM events. Here’s a brief description of each type of Wait action you can setup:

• Time delay: waits for a set amount of time

• NOTE: You can toggle on the “Advance Window which will specify the time frame the wait period actually counts (i.e. Monday-Friday 9am-5pm). If you have a time delay set for 10 minutes, and someone enters the step on a Saturday, but you have a window set for Monday-Friday 9am-5pm, the time will start at 9am on Monday.

• Event/Appointment time: waits until before or after the event/appointment time
  • Choose before or after, and the timeframe
  • You can move the Contact to the next step, or skip communications 

• Condition: waits for a specific condition to be met (such as a tag being added) – you can customize filters for this to specify your exact condition
  • Choose one or more “segment” (condition), and toggle on the timeout if you want to add that feature

• Contact reply: waits for a contact to reply to a communication
  • Choose the “reply to” and toggle on the timeout if you want to add that feature

• Trigger link clicked: waits for the trigger link to be clicked
  • Choose the specific trigger link and toggle on the timeout if you want to add that feature

• Email event: waits for specific email events
  • 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