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.
- Canceled: 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.