Workflow templates / Routing
Reply when a customer waits
A customer nobody has answered hears the team is on the way.
Works with: Any channel
How it works
- A customer writes and nobody replies for 10 minutes
- During open hours they get a short reply
- Once anyone answers, it stays quiet
Steps in the workflow: Trigger, Condition, Condition, End, Send message.
Who it is for
Teams that cannot always reply within minutes.
Good to know
- How long does it wait?
- Set the minutes on the start card. Set your opening hours on the hours card.
- What if AI is on?
- While AI answers a chat, this stays quiet. Turn AI off for the chat or the brand and it replies.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.