Workflows: Best Practice "Waiting for Customer Reply"
When using workflows that require additional information from the customer (for example: asking for a product image during a complaint/reclamation process), it is recommended to automatically move the ticket to On Hold while waiting for the customer response.
This prevents tickets from remaining in the normal “Open” inbox and blocking agents unnecessarily.
Example Use Case
A customer reports a damaged product.
The AI asks the customer to upload:
a product image
shipping damage proof
or additional information
At this point, the ticket should no longer stay “Open” while the team waits for the customer reply.
Recommended Workflow Setup
1. AI asks the customer for additional information
Example:
“Could you please send us a picture of the damaged product?”
2. Update the ticket status to “On Hold”
Recommended optional additions:
Add a tag like:
Needs InfoWaiting for CustomerReclamation
This makes filtering and reporting easier.
3. Use the “Wait for Customer Reply” node
Example:
Wait up to 24 hours (or your preferred timeframe)
During this time:
the ticket stays out of the normal open inbox
agents are not blocked by unresolved waiting cases
4. If the customer replies
Automatically:
set ticket status back to
Open
The team can then continue handling the ticket normally.
5. If the customer does not reply
Automatically:
set the ticket status to
Resolved
This keeps the inbox clean and avoids permanently open tickets.
Best Practice Recommendation
Use this setup for all workflows where:
the AI or agent is waiting for customer input
additional documents/images are required
the next action depends on the customer reply
Common examples:
Complaints / damaged products
Verification requests
Missing order information
Shipping issues
Refund clarifications