Conversation Waiting

this document provides a comprehensive guide to one of the seven sources used within the flow builder, detailing their functionality, configuration options, and potential applications each source is paired with practical use cases, best practices, and frequently asked questions to enhance your understanding and enable efficient implementation the sources form the backbone of automated workflows, allowing for dynamic triggers and streamlined processes in communication and enquiry management flow type 3 conversation waiting description triggered when an existing conversation is manually marked as “waiting for customer” from the inbox trigger conditions the trigger activates when a conversation is updated to “waiting for customer” status within the inbox practical use cases follow up reminder send an automated reminder message to the user after a specific time period if no reply is received close ticket automation automatically close the conversation if no response is received within a defined timeframe crm update log a note or update the lead status in the crm when the conversation is marked as waiting best practices clearly inform the customer that the conversation has been paused and you're waiting for their reply use internal tags or notes to track which conversations are pending for easy filtering and reporting faqs can i define how long the system waits before sending a reminder? yes, you can set a delay in the workflow using a timed condition or delay action to send a reminder after a specific duration (e g , 2 hours, 24 hours) will the flow re trigger if the status is changed back and forth? no, the trigger activates only when the status is changed to “waiting for customer ” repeated status flips won’t re trigger unless explicitly configured can i stop the conversation from closing automatically if the user replies late? yes, if the user replies, the conversation status updates to “open,” and any follow up closure automation will be canceled is it possible to send different reminders based on the contact’s language? absolutely you can use conditional branches based on language tags or contact properties to send localized or language specific messages can this trigger notify a supervisor if the customer hasn’t replied for too long? yes, you can create a parallel branch that alerts a supervisor or escalates the issue after a set delay with no customer response will this trigger work if the status is changed via automation and not manually? yes, the trigger activates regardless of whether the status is changed manually or through another workflow can i use this flow to tag customers who haven't responded? yes, you can apply a tag when the conversation is marked as “waiting” or after a delay if there’s no reply, helpful for re engagement or follow up lists how do i prevent multiple reminders being sent for the same conversation? use internal flags (custom fields or tags) to track if a reminder has already been sent, and check those before triggering additional messages can i combine it with business hours rules? yes you can set it to behave differently inside or outside office hours, e g , sending an auto reply if no one is available after hours can i disable or pause the trigger? yes from the flows section, you can toggle it off or adjust its conditions anytime