Wait for Reply

This topic provides an overview of the Wait for Reply component, and describes its configuration, variables, as well as supported connections.

Component introduction

Wait for Reply component allows you to set the reply timeout and route the message session depending on whether a reply is received. The reply message is stored in variables, which can be used as input for subsequent components or for condition evaluation.

Component configuration

After adding Wait for Reply component to a message flow, click the component to proceed with the configuration.
In the pop-up right panel, configure the wait timeout, and then click Confirm.
The configured timeout appears on the component.
Optional: To route the message session or trigger other actions when the component's branch conditions are met, hover over the desired branch and click to add the next component.

For more information about components that support to be connected, see Component connections.

Component variables

When a Wait for Reply component is added to a message flow, the system stores message content that the customer reply in variables. These variables can be referenced in expression-supported components (such as Condition) to retrieve the input value and flexibly route the session.

Note: Since Wait for Reply component can be added multiple times in a message flow, an index is appended to the unique ID of each component (e.g. Wait for Reply 1, Wait for Reply 2) based on the order in which the components are added. To retrieve data from the right component, the component variable must contain the corresponding index.


Variable	Type	Description	Example Value
$WaitForReply`{index}`.receivedMessage	String	The message content that the customer replies.	"Transfer to a live agent."

Component connections

Wait for Reply component comes with two built-in branches Reply Received and Wait Timeout. Each branch can be connected on one component, which can be any of the components listed below.

Note: If a component is already connected to the branch, and you need to insert a new component between them, hover over the line, click

and select the target component. The selected component is inserted between them with connections auto-established on both ends, without the need to delete the connection, add the component and reconnect manually.

End components Transfer and Close are unavailable for this insertion method.


Component	Description
Send Message	Send Message component enables the system to automatically send messages to customers. For more information, see Send Message.
Send WhatsApp Template Message	Send WhatsApp Template Message component enables the system to automatically send messages to customers using specified WhatsApp message templates. Important: This component is available only when the message flow is only applicable to WhatsApp channel type. For more information, see Send WhatsApp Template Message.
Wait for Reply	Wait for Reply component allows you to set the reply timeout and route the message session depending on whether a reply is received. For more information, see Wait for Reply.
Menu	Menu component allows you to present the customer with a set of menu options, and route the message session based on the value that they reply. For more information, see Menu.
Business Hours	Business Hours component allows you to route the message session to different destinations based on the time of day. For more information, see Business Hours.
Wait	Wait component enables the system to automatically route the message session to the connected component upon reply timeout. For more information, see Wait.
Condition	Condition component allows routing the message session based on logical expressions. For more information, see Condition.
Loop	Loop component allows a group of components to be executed repeatedly based on the loop strategy. For more information, see Loop.
Internal Data Ops	Internal Data Ops component allows you to query data from PBX-native database. For more information, see the following topics: Get Extension Presence Status Get Extension Info Get Company Contact Info
Email Sender	Email Sender component enables the system to automatically send emails to a recipient via configured email server and record the send logs, enabling real-time notifications. For more information, see Email Sender.
Database Access	Database Access component allows you to interact with database during a message flow. You can execute SQL operations to retrieve or update data as needed. For more information, see Database Access.
HTTP Request	HTTP Request component allows you to send HTTP requests to external web servers, enabling data exchange with third-party services. For more information, see HTTP Request.
Transfer	Transfer component allows you to transfer the message session to a specific destination to terminate the current message flow. For more information, see Transfer.
Close	Close component enables the system to automatically disconnect the message session to terminate the current message flow. For more information, see Close.