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Why it matters: Most workflow steps fire and move on. The Wait Step lets a workflow pause and listen for the contact’s next message, so you can confirm appointments, qualify leads, and run back-and-forth conversations that react to what the contact actually says-and fall back gracefully when they go quiet.

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How It Works​

When the workflow reaches the Wait Step, the contact is parked and the workflow stops advancing for them:
  • If the contact sends any message on the selected channel (to the connected number you chose, or any connected number if you leave it blank), the workflow continues down the Customer Responded branch. Their message and any attachments are available to the steps that follow.
  • If the timeout elapses with no reply, the workflow continues down the Timeout branch.
Only one branch ever runs-whichever happens first. A reply that arrives after the timeout, or a timeout that fires after a reply, is ignored.
The Wait Step resolves on any inbound message from the contact, not a specific keyword. To act on what they said (e.g. “YES” vs “NO”), add an If/Else step after the Customer Responded branch that checks the reply text.

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How to Set Up​

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Step 1: Create or Edit a Workflow​

1
Go to Automation → Workflows
2
Create a new workflow or edit an existing one
3
Add a step that sends the contact a message before the wait (e.g. Send WhatsApp Message asking a question)

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Step 2: Add the Action​

1
Click + or Add New Action after your message step
2
Switch to the Apps tab
3
Click the Message provider app icon
4
Select Wait Step
Wait Step action

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Step 3: Configure the Action​

FieldRequiredDescription
Action NameYesA label for this action in the workflow (e.g. “Wait for reply”)
ChannelYesThe channel to listen on: WhatsApp, iMessage, or SMS
Connected NumberNoThe connected number to wait on. Leave empty to accept a reply to any of your connected numbers for this contact and channel
TimeoutNoHow long to wait for a reply before taking the Timeout branch. Defaults to 7 days if left empty

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Step 4: Build the Branches​

After the Wait Step, the workflow splits into two pre-defined branches. Add the steps you want under each:
1
Customer Responded - runs when the contact replies. Add your follow-up (e.g. book the appointment, tag the contact, send a thank-you)
2
Timeout - runs when no reply arrives in time. Add your fallback (e.g. send a reminder, notify your team, mark the lead cold)

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Step 5: Save and Publish​

1
Click Save action
2
Review your complete workflow, including both branches
3
Toggle from Draft to Published

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Action Fields Explained​

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Channel Field​

Choose which channel the contact’s reply must arrive on: WhatsApp, iMessage, or SMS. Only a reply on this channel resolves the wait. Match this to the channel you used to message the contact just before the Wait Step.

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Connected Number Field​

Choose which connected number the reply must come to.
Leave this field empty to accept a reply to any of your connected numbers on the selected channel (for the same contact). Set it when you run multiple numbers and only want a reply to that specific line to satisfy the wait.

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Timeout Field​

Set how long the workflow should wait for a reply. When the timeout elapses with no reply, the Timeout branch runs.
  • Leaving it empty applies the default of 7 days, so a wait never parks indefinitely
  • The timer starts the moment the workflow reaches the Wait Step

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Branches Explained​

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Customer Responded​

Runs as soon as the contact sends a message on the selected channel. The reply is passed forward, so downstream steps can use:
  • The message text the contact sent
  • Any attachments (images, media) they included
Use this to react to their answer, capture their response, or continue the conversation.

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Timeout​

Runs when the timeout elapses with no reply. Use it for reminders, escalations, or to move the contact into a different path when they don’t respond.

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Example Use Cases​

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Use Case 1: Appointment Confirmation​

Ask the contact to confirm, and chase them if they go quiet. Before the wait: Send WhatsApp Message
  • Message:
Reply YES to confirm your appointment tomorrow at 3 PM.
Action: Wait Step
  • Channel: WhatsApp
  • Timeout: 1 day
  • Customer Responded: Add an If/Else on the reply, tag “Confirmed”, send a confirmation
  • Timeout: Send a reminder or notify the team to call

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Use Case 2: Lead Qualification​

Ask a question and route based on whether they engage. Before the wait: Send Android SMS
  • Message:
Are you still looking for a quote? Reply and we'll get right on it.
Action: Wait Step
  • Channel: SMS
  • Timeout: 2 days
  • Customer Responded: Assign to a rep and start the sales sequence
  • Timeout: Move the contact into a long-term nurture campaign

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Use Case 3: Re-Engagement​

Give a cold contact a chance to respond before dropping them. Before the wait: Send iMessage
  • Message:
Haven't heard from you in a while, still interested?
Action: Wait Step
  • Channel: iMessage
  • Timeout: 3 days
  • Customer Responded: Re-add to your active pipeline
  • Timeout: Tag “Unresponsive” and stop messaging

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Important Notes​

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Technical Details​

  • The wait resolves on any inbound message from the contact on the selected channel, not a specific keyword
  • Match the Channel field to the channel you used to message the contact
  • Leaving Connected Number empty accepts a reply to any of your connected numbers on that channel
  • The default timeout is 7 days when none is set
  • Only one branch runs-whichever happens first; a late reply or late timeout is ignored
  • The contact must have a phone number for replies to be matched

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Best Practices​

  • Always send the contact a message before the Wait Step so they know to reply
  • Add an If/Else after Customer Responded to act on specific answers
  • Set a Timeout that matches your follow-up cadence-don’t rely on the 7-day default unless that’s intended
  • Always build out the Timeout branch so unresponsive contacts aren’t left in limbo

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FAQs​

Any inbound message from the contact on the selected channel (and the connected number, if you specified one). It doesn’t have to contain a specific word. To branch on the content, add an If/Else after the Customer Responded branch.
The Timeout branch runs once the wait duration elapses. If you didn’t set a timeout, the default is 7 days.
Yes. On the Customer Responded branch, the reply’s message text and any attachments are passed forward for use in the steps that follow.
The one you pick in Connected Number. If you leave it empty, a reply to any of your connected numbers on the selected channel resolves the wait.
No. Resolution is atomic-only the first event (reply or timeout) advances the workflow. The other is ignored.
The action can’t match replies without a phone number and will report an error. Make sure the contact has a valid phone before the Wait Step.
Yes. Set the Channel field to the same channel you used to message the contact-only a reply on that channel resolves the wait.

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Support​

If you need help with the setup or onboarding: