Wait steps and branches in automations
Pause a flow, wait for a reply, or split with a condition
Published
Lakshey
After the trigger, an automation can pause, wait for a reply, or split. Add these on the Flow tab with Add step or Add condition.
Creating the automation itself is in How to Create Automations.
Wait
A Wait step pauses the flow before the next step. Select the step, choose Wait, then set how long to pause — for example a few days later at a set time of day.
Use a wait when the next message should not send immediately — for example a follow-up a few days after a welcome SMS.
Wait for reply
Wait for reply pauses until the customer replies on the channel you are using (including Instagram). The flow continues when a reply arrives, or when the wait ends if you have set a limit.
That is different from No reply below. Wait for reply waits for a message. No reply checks whether they stayed silent.
Check a condition
Select Add condition or set the step to Check a condition. Under Condition type choose:
Filter rules — continue only when the customer matches the rules you set.
No reply from customer — true when they have not replied on the chosen channels in the wait or lookback window. The true branch is labelled No reply.
The canvas shows two branches: True (or No reply) and False. Put the follow-up on the true side when you only want to nudge people who stayed silent.
A common pattern is: send a message → Wait → No reply from customer → follow-up on the No reply branch.