Wait For

Wait steps pause your workflow for a set duration before continuing. Use them to give customers time to respond, build escalation timers, or schedule follow-ups.

How wait steps work

A wait step pauses the workflow for a duration you set, from 1 second up to 1 year.

Each wait step has two branches:

• Completed: the full duration passed.

• Cancelled: a cancel condition was met before the duration ended.

Cancel conditions

You can add a cancel condition to any wait step. This lets you end the wait early when something changes on the thread.

Limits

• Minimum duration: 1 second

• Maximum duration: 1 year (31,536,000 seconds)

When to use wait steps

• Follow-ups: send a message, wait 24 hours, then check if the customer replied.

• Escalation timers: wait 5 minutes after an urgent thread is created.

• Business hours: acknowledge a thread outside business hours, wait until morning, then assign to the team.