Workflow Action: Wait

Workflow Action: Wait

The Wait action in the Advisor's Growth Workflow Builder allows you to pause contacts before they move to the next step in the workflow. This is useful for many scenarios, such as appointment reminders, follow-ups, or waiting for specific actions to occur. Let’s walk through how to set up a Wait action effectively.

Step-by-Step Guide to Adding the Wait Action

Step 1: Adding an Action to the Workflow
Navigate to Automation > Workflows and either create a new workflow or edit an existing one.
Click into the workflow and click the + icon to add an action.
Choose the Wait action from the list.

Step 2: Under “Wait For,” choose the type of Wait action to use.
There are two primary categories for customizing the Wait action: Time-based or Advisor's Growth events. Below is a breakdown of each:

Time-based Wait Options:

1. Time Delay
   Waits for a set period of time.

   • Pro Tip: Use the Advance Window to define specific timeframes (e.g., Monday–Friday, 9 am–5 pm). For example, if a contact enters the wait step on a Saturday, and you have a time delay set for 10 minutes with an Advance Window of Monday–Friday, 9 am–5 pm, the wait will begin at 9 am on Monday.

2. Event/Appointment Time
   Waits until a specified time relative to an event/appointment (before, after, or at the exact time).

   • Pro Tip: Make sure to use the Set Event Start Time action before this step to specify the date and time for the event. This will enable the Event Time wait step to function correctly. Additionally, the trigger for the appointment needs to be based on Appointment Status for this step to work.

3. Overdue
   Waits for a specified time before or after the due date of an invoice.

Advisor's Growth Event-based Wait Options:

1. Condition
   Waits for a specific condition to be met (e.g., when a tag is added). You can customize this action by adding filters to specify the exact condition.

   • Pro Tip: The Timeout feature can be enabled if you want to move the contact forward after a certain number of days. For example, if waiting for a customer reply, set a timeout so that if the contact does not reply within the given time, they can still progress to the next step.

2. Contact Reply
   Waits for a contact to reply to a specific communication (SMS or email).

   • Pro Tip: Place this step directly after a communication action to avoid breaking the connection. Enabling the Timeout feature ensures contacts move forward after a specified period if no reply is received.

3. Trigger Link Clicked
   Waits for a contact to click on a specific trigger link. You can also enable a Timeout feature to handle cases where the link isn’t clicked.

4. Email Event
   Waits for a particular email event (e.g., open, click, reply). Customize the action to specify which event(s) trigger the next step.

Advanced Workflow Management with the Wait Action

The Wait action now offers enhanced functionality with branching options for conditions and timeouts. This allows you to take separate actions based on whether a contact meets the condition or if the wait period times out. Each branch includes clear text explanations, making it easier to understand the outcomes. Additionally, the dropdown UI provides better visibility into the available options.

The Next Execution Time is clearly displayed, offering users the ability to move or remove contacts waiting on a condition. To switch to this new version, simply enable branching from the banner in older Wait actions and confirm the change. Don’t forget to save the workflow after updating.

Special Requirement:
Existing Wait actions will continue working as originally set unless you manually switch them to the new version.

Pro Tips for Effective Use of the Wait Action

1. Leverage Time-based Waits for Optimal Timing
   Use the Time Delay option to control the timing of actions. The Advance Window ensures actions only occur during your business hours.

2. Set Event-based Waits for Precise Scheduling
   For events or appointments, the Wait for Event/Appointment Time step ensures that follow-ups or other actions happen at the right moment relative to your event. Customize the timeframe to suit your business needs.

3. Use Overdue Waits for Managing Invoices
   The Overdue option is ideal for tracking payments and ensuring follow-ups or reminders occur based on invoice due dates.

4. Refine Conditions with Filters
   When using the Condition Wait action, filters allow you to specify exact criteria, such as waiting for a specific tag to be added. This ensures highly targeted workflow steps.

FAQs

1. How do I set a time-based wait in the Workflow Builder?
   Add a Wait action and choose the Time Delay option. Specify how long you want to wait before the next step. Use the Advance Window to control operating hours if needed.

2. Can I configure a Wait action to occur before or after an event?
   Yes, select the Event/Appointment Time option, and choose whether to wait before, after, or at the time of the event. You can also customize the timeframe.

3. What is the “Time Out” feature, and how do I use it?
   The Time Out feature moves contacts forward if a condition isn’t met within a specific time. It prevents contacts from being stuck in the workflow indefinitely.

4. How do I use the “Contact Reply” Wait action?
   Choose Contact Reply in the Wait action and select the SMS or email event. You can also enable the Timeout to define how long to wait before progressing to the next step.

5. Can I wait for a trigger link to be clicked?
   Yes, select Trigger Link Clicked in the Wait action and choose the link you want to monitor. You can also add a Timeout for this step.

6. What should I do if the Wait step is not working as expected?
   Ensure the Wait step is directly after a communication action and check any conditions or advanced settings that could affect the step’s functionality.