Contact block: Wait
Description
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Use this block in chat contact flows only. If a contact stops responding to a chat, this block pauses the contact flow for the specified wait time.
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If this block is triggered during a voice conversation, the contact is routed down the Error branch.
Contact flow types
You can use this block in the following contact flow types:
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Inbound contact flow
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Customer Queue flow
Properties
It has two properties:
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Timeout: Run this branch if the customer hasn't sent a message after a specified amount of time. Maximum is 24 hours.
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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:
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If the customer comes back in 5 minutes, connect them to the same agent. This is because that agent has all of the context.
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If the customer doesn't come back after 5 minutes, send a text saying "We missed you."
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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:
