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Workflow builder

How to add a wait between workflow steps

In the workflow, click the + between two steps, choose the Wait action, set the wait type (for example, a fixed time like 1 day, or until a set time before the appointment) and save. The contact stays at that point until the wait ends.

Updated on

Before you start

  • The workflow must already have a trigger and at least one action.
  • To wait until an appointment time, the workflow must start with an appointment trigger.
Where to find it

Automation › Workflows › (open the workflow) › + › Wait

Step by step

  1. Open the workflow and click the + where you want the pause (for example, between the welcome email and the second email).
  2. Choose the Wait action.
  3. Give it a clear name, for example "Wait 2 days".
  4. Choose the wait type. The most common are:
    • Time delay: set how many minutes, hours or days.
    • Appointment time: wait until a set time before (or after) the appointment, for example 24 hours before.
    • Contact reply: wait for the contact to reply, with a maximum time.
  5. Click Save Action.
  6. Add the action that should happen after the wait below it.
  7. Save the workflow (and publish it if it's still a draft).

Tips

  • Waits follow the time zone and time window in the workflow settings. If a wait ends outside the window, the next message goes out in the next allowed window.
  • A short wait (1 minute) between two actions that change the same contact stops them from clashing when they run in the same second.
  • Always name your waits: in the execution logs you'll see right away which wait each contact is in.

Common problems

  • I changed the wait and contacts already in it didn't change → That's expected: anyone already in a wait finishes it with the old duration. The change only applies to contacts who reach the wait afterwards.
  • A contact is in the wait longer than expected → Check whether the wait ended outside the time window (it's held until the next window) and confirm the time zone. See the details in Execution Logs.
  • The message after the wait went out immediately → The wait type or value is wrong (for example, 0 days or an appointment time that has already passed). Open the wait and fix it.
  • A tag "was added" but doesn't show on the contact → Two actions ran in the same second. Put a 1-minute wait before the tag action.

Frequently asked questions

Can I take a contact out of a wait manually?

You can remove the contact from the workflow from the workflow's logs. If you need them to move on, add them to the workflow again.

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