Hold Until a Reply, a Click or a Rule Is Met

Besides time, the Wait action can pause contacts until something happens. Each option can have a Timeout, so no one waits forever.

Event-based options

• The contact to reply: choose a channel such as SMS or email. A send step for that channel must come earlier. Turn Timeout on to continue after a set time if no reply arrives.
• The contact to take an action: wait for a trigger link click or an email event such as open, click or bounce. Select the link or email step to watch.
• Specific conditions to be met: build groups with Add Segment and individual rules with Add Condition. Rules inside a segment follow your AND/OR choice. The contact moves on as soon as any one segment is true, and segments are checked independently.
• A user to reply: wait until a team member replies on a channel, optionally a specific user or the assigned user. This is useful for response-time checks.

Set it up

1. Click + and choose Wait.
2. Select the event-based type.
3. Choose the channel, link, email or conditions.
4. Switch on Timeout and set its duration if you want an alternate path.
5. Save and publish.

Examples

• Send a text, wait for a reply for 2 days, then branch: a reply goes to your team, a timeout sends a gentle nudge.
• Wait until a rep replies within 30 minutes. If the timeout fires, notify the owner.
• Wait until a contact is both in the "Qualified" tag and has opened the proposal email.

Tips

• After a send step, the "contact to reply" option appears at the top of the list.
• Name every wait so the canvas reads like a story.

Good to know: Always enable a timeout on reply and action waits, otherwise contacts who never respond remain in the workflow indefinitely.