Who This Is For / When to Use
Use Until user replies when a workflow should wait for a team member to respond before continuing.
This wait condition is useful for:
First-response SLA tracking.
Sales response-time monitoring.
Support escalation workflows.
Reassignment when no user responds in time.
Internal reminders based on missed response targets.
The condition detects replies sent by Kyrios users. It does not detect replies sent by contacts.
How Until User Replies Works
When a contact reaches the Wait step, Kyrios pauses the workflow until one of the following happens:
A Kyrios user sends a reply to the contact.
The configured timeout is reached.
The event that happens first releases the contact from the Wait step. When a user replies before the timeout, the contact continues immediately. When the timeout is reached first, the contact continues through the timeout path or the next configured escalation actions.
If no timeout is configured, the contact remains in the Wait step until a Kyrios user replies.
Add an Until User Replies Wait Step
Open the workflow in the Workflow Builder.
Click the + icon where the Wait step should be added.
Select Wait.
Enter a descriptive name in Action name.
Under How long do you want to wait?, select Until user replies.
Configure the available reply conditions.
Add an optional timeout when the workflow should continue after a response target is missed.
Define the actions that should run after a user reply.
Define the escalation actions that should run when the timeout is reached.
Click Save action.
Test and publish the workflow.
Configure the Timeout
A timeout limits how long the workflow waits for a user reply.
For example, a 30-minute timeout means:
A user reply within 30 minutes releases the contact immediately.
No user reply within 30 minutes causes the timeout to release the contact.
Use a timeout when the workflow must escalate missed response targets.
Do not configure a timeout when the workflow should remain paused until a user replies.
Configure Actions After the Wait
Add actions after the Wait step based on the result you need.
After a user replies, the workflow can:
Update a contact or opportunity.
Add a response-completed tag.
Create a follow-up task.
Notify another user.
Continue an onboarding or support process.
After a timeout, the workflow can:
Notify a supervisor.
Reassign the conversation.
Create an urgent task.
Add an SLA-missed tag.
Send an internal reminder.
The Wait step pauses the workflow. It does not perform escalation or follow-up actions unless those actions are added after the Wait step.
Example: Support Response SLA
A support workflow waits up to 30 minutes for a user reply.
If a support user replies within 30 minutes, the contact continues through the normal response path. If no user replies within 30 minutes, the workflow:
Adds an SLA Missed tag.
Notifies a supervisor.
Reassigns the conversation.
Creates an urgent follow-up task.
Example: Sales Lead Response
A new lead enters a sales workflow.
The workflow waits 15 minutes for a sales representative to reply.
If a representative replies within 15 minutes, the workflow updates the opportunity as contacted and continues. If the timeout is reached first, the workflow creates an urgent task and notifies the sales manager.
Common Issues and Fixes
The Wait step did not end after the contact replied
The Until user replies condition detects replies sent by Kyrios users.
Use Until the contact replies when the workflow should resume after the contact responds.
The workflow continued before a user replied
Check whether a timeout was configured.
The contact resumes when either a user replies or the timeout is reached, whichever happens first.
The workflow is waiting indefinitely
Confirm whether a timeout was added.
Without a timeout, the contact remains in the Wait step until a Kyrios user sends a reply.
The timeout was reached, but no escalation occurred
Confirm that escalation actions were added after the timeout path.
The timeout only releases the contact from the Wait step. It does not automatically notify, reassign, or create tasks.
A user replied, but the contact remained in the Wait step
Confirm that:
The message was sent by a Kyrios user.
The reply was sent to the correct contact.
The workflow is published.
The contact is active in the workflow.
The reply meets any configured wait conditions.