Wait for a user reply or timeout
The Wait Step can hold a contact until a member of your team replies to the conversation, with an optional timeout that moves the contact forward when no reply arrives. The workflow resumes on whichever happens first: a user reply or the timeout.
Add a Wait Step that waits for a user reply
Add the action from the workflow builder, then choose the reply condition and an optional timeout.
Open Automations > Workflows and open the workflow you want to edit.
Click the + button where the Wait Step should run, then select Wait Step from Internal Tools Actions.
Select A user to reply as the wait condition.
Choose the Reply channel, such as SMS or Email.
Optionally choose which user should count: the contact's assigned user or specific users. Leave this open to accept a reply from any user.
Toggle Timeout on so the contact moves forward after a set duration even if no user replies, and set the duration.
Publish the workflow.
What happens after the wait resolves
The wait resolves when the user's reply is delivered, not the moment it is sent. If no timeout is configured, the workflow waits until a user reply is received.
If the timeout expires first, route the contact through escalation steps such as notifications, reassignments, or reminders — for example, alerting a supervisor and reassigning the conversation when a response-time target is missed.