Summary

The Wait action now supports User Replied as a wait condition. In addition to waiting for a contact to reply, you can keep the contact waiting until a team member responds in the conversation before continuing to the next step. With the timeout option, you can set up SLA workflows that escalate if a user reply is not sent within your target response time.

How it works

When you configure a Wait action, select User Replied as the wait condition and (optionally) set a timeout. The workflow pauses until a user replies or the timeout is reached—whichever happens first. If a reply is detected, the workflow continues immediately. If the timeout expires first, you can route the contact through escalation steps such as notifications, reassignments, or reminders.

How to use it

• Add a Wait action to your workflow.
• Select User Replied and set an optional timeout.
• Choose what should happen after a user replies or when the timeout is reached.

Why this was added

Response-time SLAs are important for sales and support teams. This update helps you track first responses, reduce manual monitoring, and escalate conversations when response targets are missed.

Examples

• Support: Wait up to 30 minutes for User Replied. If an agent responds within the SLA, the workflow continues. If the timeout is reached first, notify a supervisor and reassign the conversation.
• Sales: Wait 15 minutes for a representative to reply to a new lead. If no reply is sent before the timeout, create an urgent task and notify the sales manager.

Notes

• The contact resumes as soon as a user sends a reply, or when the configured timeout is reached.
• If no timeout is configured, the workflow waits until a user reply is received.
• This is useful for first-response SLAs, escalation workflows, and internal response-time automations.