Node: Wait until an event happens

What it is

The most flexible wait node in the workflow builder: it pauses execution until a specific event happens on the conversation or contact (the contact replies, the conversation gets assigned, a tag gets added, etc.), or until an optional time limit is reached.

When to use it

• Wait for the contact to reply before continuing a sequence.
• Wait for the conversation to be assigned to an agent.
• Wait for the conversation to be closed or resolved to trigger a CSAT survey.
• Wait for a specific tag to be added to the contact (e.g. "interested").

Configuration

• Event: choose what to wait for — Contact replies (any message), Conversation assigned (to an agent), Conversation closed, Conversation resolved, or A tag is added to the contact.
• Filter (depends on the event): e.g. for "tag added" you can set the exact tag name; for "conversation assigned" you can target a specific user. Leave the filter empty to match any value.
• Timeout (minutes): optional. Leave it at 0 to wait forever.

Node outputs

• Event: the chosen event happened.
• Timed out: the time limit passed without the event happening.

Example

A re-engagement workflow: "Wait until an event happens" with Event = tag added, Filter = "interested", Timeout = 60 minutes.

• "Event" branch → Assign AI agent + send a message with pricing info.
• "Timed out" branch → Add tag "cold_followup" for a later campaign.

Tips

• If you don't set a timeout, an execution can stay paused forever if the event never happens — check your workflows' "waiting" executions list from time to time.
• To wait a fixed amount of time regardless of events, use the "Wait" node instead.

Troubleshooting

• "It's stuck waiting forever": check whether you left the timeout at 0; set it above 0 if you'd rather it eventually move on.