Waits and "no reply" follow-ups in a Flow | Help Center

📍 Where to find it: Reach your customers → Flows → (open a Flow) → "+" → Wait

Wait steps space out actions over time. "Wait a delay" pauses the journey (e.g. 1 day); "Wait for an event" waits for the contact to reply (or for a conversation to be resolved) within a certain time, with two possible follow-ups: "replied" or "timed out".

How it works

"Wait a delay" simply pushes the next step back by the chosen duration. "Wait for an event" puts the journey to sleep until the awaited event happens ("received" branch) or the time limit expires ("timed out" branch) — a wait always has a deadline (30 days by default, 1 year maximum) so a journey never stays stuck. This is the building block for follow-ups: you wait for the reply, and if there is no reply you follow up.

Step by step

Add "Wait a delay" and choose the duration (minutes, hours or days).
Or add "Wait for an event" and choose the awaited event (the contact replies / the conversation is resolved).
Set the time limit for the event wait.
Build the follow-up for the "replied" branch and the one for the "timed out" branch.

Good to know

For a simple "SMS, then 1 day, then reminder" follow-up, a delay is enough with the "stop if the contact replies" option enabled on the Flow.
"Wait for an event" only makes sense if the Flow starts with a conversation.
Enable "Stop if the contact replies" (stop_on_reply) so a follow-up is cancelled as soon as the contact writes.