Contact block: Wait
Description
This block pauses the contact flow for the specified wait time.
For example, if a contact stops responding to a chat, the block pauses the contact flow for the specified wait time, then branches accordingly, such as to disconnect.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
|
Voice |
No - Error branch |
|
Chat |
Yes |
|
Task |
Yes |
Contact flow types
You can use this block in the following contact flow types:
-
Inbound contact flow
-
Customer Queue flow
Properties
It has two properties:
-
Timeout: Run this branch if the customer hasn't sent a message after a specified amount of time. Maximum is 24 hours.
-
Customer return: Run this branch when the customer returns and sends a message. With this branch you can route the customer to the previous (same) agent, previous (same) queue, or override and set a new working queue or agent.
Configuration tips
You can add multiple Wait blocks to your contact flows. For example:
-
If the customer comes back in 5 minutes, connect them to the same agent. This is because that agent has all of the context.
-
If the customer doesn't come back after 5 minutes, send a text saying "We missed you."
-
If the customer comes back in 12 hours, connect to a contact flow that puts them in a priority queue. However, it doesn't route them to the same agent.
Configured block
When this block is configured, it looks similar to the following image:
Sample flows
See these sample flows for scenarios that use this block:
Scenarios
See these topics for scenarios that use this block:
