Glossary
Automation & Workflows

Delays and Wait Steps in CRM Workflows

By: Alec Hollingsworth
Updated:  
July 16, 2025

Definition:

Delays and wait steps are pauses added to CRM workflows, ensuring actions or communications occur after a specific period rather than immediately.
Delays and Wait Steps in CRM workflows refer to automated pauses inserted within a sequence of tasks or communications in a nonprofit’s customer relationship management (CRM) system. These steps ensure that certain actions—such as sending follow-up emails, reminders, or updates—occur after a set period, rather than instantly. By spacing out interactions, organizations can better manage volunteer outreach, donor engagement, or event planning, allowing for more thoughtful and strategic communication. Well-placed delays help prevent overwhelming contacts, giving them adequate time to respond or engage before the next step is triggered. This leads to improved relationship-building and campaign effectiveness.

Key Takeaways

  • Prevents overwhelming contacts with too many messages
  • Improves donor and volunteer engagement
  • Automates timely follow-ups and reminders
  • Enhances overall workflow efficiency

Why It Matters

They help create timely, considerate interactions and prevent overwhelming contacts.

Real World Example

A nonprofit wants to welcome new donors without overwhelming them. Using Keela, they build an automated workflow: as soon as a donation is received, a thank-you email is sent. A delay step of five days is then set before the next action, which is sending a follow-up message about the impact of their gift. Another wait step of one week precedes an invitation to an upcoming event. This approach spaces out communication, making each interaction more meaningful and increasing the likelihood of ongoing donor engagement.

Frequently Asked Questions

What are delays and wait steps in CRM workflows?

They are automated pauses between workflow actions, allowing organizations to schedule communications or tasks at optimal intervals.

Why use wait steps in nonprofit CRM workflows?

Wait steps help prevent overwhelming contacts and ensure communications are timely and relevant, improving engagement and response rates.

Can I customize the length of delays in Keela?

Yes, Keela allows you to set custom delay periods between workflow actions to suit your specific outreach and engagement strategies.

How do delays improve workflow efficiency?

They automate timing, reduce manual tasks, and ensure each message or task is sent when it’s most likely to be effective.

Related Terms

Accessibility Compliance
Automation Trigger in a Nonprofit CRM
Average Gift Size
Board Member Profile
Bounce Rate
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