Wait Until Condition

Wait Until Condition

Overview

Automate your follow-up message strategy with Webio's re-engager conditions. The Wait Until condition is enabling you to plot different journeys through a conversation if a response isn't received in the time you set. 

This can be used to send a follow up message and attempt to reengage, or to set different statuses or move to different queues.  

Wait Until can be used on any Listening step within your bot.  If a response isn't received within the time you set, then the Bot will progress to the alternative route you have configured.   
Wait until works within a bot, so once a conversation is passed across to a human agent, the conditions no longer apply.
This documentation describe the Wait Until configuration process on our new Web App. If you are looking for the Old UI documentation please visit this link. 

How To Configure Wait Until

Step 1

Click into Bots and either create a new one or edit an existing one. On the flow builder as soon the 1st step is created you find the Wait Until Card then click ADD CONDITION.


Step 2

  1. Setup your condition by selecting Time Since Last (unanswered) Outbound.  This is where the timer will start to count from, the time the last message was sent.
  2. Select whether you want the time to be Minutes, Hours or Days.
  3. Enter how much time you want to wait for in the Time Value as a number.  This will be per the measure you set above, for example if you put 1 here this will either be 1 Minute, 1 Hour or 1 Day.

  1. Select (On The Wait Until Card) to what Step you want to apply the Wait Until Condition.

  1. Configure the flow where the Bot should move if the condition you just set up is met. 

  1. Hit SAVE
You can add as many as additional Wait Until Conditions you want, click on ADD CONDITION to add a new one, then repeat the process described above for each new condition you configure. Don't forget to save.

Example

In the example below if the customer doesn't reply to Step 1 for more than 24 Hrs the Bot will apply the Wait Until Condition and try to re-engage by sending the conversation onto Step2. Another 24 Hrs Wait Until condition it is applied to Step 2, and if customer doesn't reply,  this time the conversation will simply move to a dedicated queue.

                                                                   



    • Related Articles

    • Layer automation onto your bots with re-engager conditions

      Quick Trick: Click on Bots, edit or create, and next.  Under your steps you will see the Wait Until condition.  Select and then set up as many conditions as you need.  Fill in the Time to wait, which step to progress to if a response isn't received ...

    • Logical Branching

      Overview Logical Branching Steps allow you to configure a route through a Bot based on the time of day, the day of the week, the number of agents logged in or customer inputs. Additionally using Logical Branching Steps, you can compare customer's ...

    • Step types

      Overview Bots are created as a flow of steps. Your Bot's automatic conversation will follow the flow based on the rules you configure and the path you design. When you create a new step, you need to choose what type of step it is, configure it, and ...

    • Logical Decision Steps

      Quick Tricks - when in your bot, create a Logical Branch step, set your conditions and then route as normal. Check here how to use Logical Branching on our new Web App. Logical decision steps allow you to configure a route through a bot based on the ...

    • Listening Steps To Gather Data

      Listening steps can be used to gather responses and store them in either Data fields or in Customer ID fields.  If you store the response as a Customer ID then that value will display in the conversation screen and in reports and webhooks where the ...