Delay Until Steps in Automation Workflows

What is a Delay Until Step?

A Delay Until step allows users to introduce a time-based control mechanism within CRM automation workflows. This feature ensures that actions occur at precisely the right moment, improving workflow flexibility, task scheduling, and customer engagement.

How It Works

The Delay Until step allows users to pause an automation workflow for a specified time or until a defined event occurs in the CRM. This can be useful for:

• Scheduling follow-ups after a certain period.

• Ensuring tasks or messages are triggered based on customer activity.

• Streamlining CRM actions without the need for manual intervention.

Setting Up a Delay Until Step

1. Navigate to the Automation Workflow Editor within your CRM.

2. Add a Delay Until step at the appropriate point in the workflow.

3. Choose a delay period or specify an event that must occur before proceeding to the next step.

4. Save and activate the workflow.

What Does it Look Like?

• Name of the action: Delay until an event happens
• List of sub-triggers currently available for a contact:

Benefits of Using Delay Until Steps

• Improved Workflow Precision – Ensures that automated tasks happen at the optimal moment.

• Better Customer Engagement – Delays help optimize messaging and follow-up timing.

• Enhanced Sales Process Management – Enables better tracking of missed sales touch points and notifications.

Use Case Example

A business wants to automate follow-ups for new contacts generated via web chat. The workflow includes:

1. AI-generated thank-you email upon contact creation.

2. A plain text email sent to the contact.

3. A CRM sales task created for follow-up.

4. A Delay Until step to wait a set period before creating an opportunity.

5. A note added to the contact after the delay period.

By implementing a Delay Until step, the business ensures timely and meaningful engagement rather than immediate, potentially ineffective, actions.

Who Can Use This Feature?

The Delay Until step is available to users managing CRM automation workflows within Business App and Partner Center.