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Gainsight Inc.

Programs: Conditional Wait

The Conditional Wait step that can be added to a Program model looks for set conditions before sending a Participant to the next horizontal step on the Program journey. If a Participant does not meet the set conditions before the Time Limit has passed, the Conditional Wait feature will move them vertically to an alternative branch of the Program journey.

Note: This article refers to the Conditional Wait step that can be added to the Email Chain model and can be added after the Responded step in a survey model. For more information on the default Conditional Wait step included before the Responded step of survey models, refer to Configure Model and Emails for Programs.



Users can configure both the set conditions of the Conditional Wait, and the branching options within the Program model. For more information on branching options, refer to Configure Model and Emails for Program.

Configure Conditions

The conditions that can be configured within the Conditional Wait step include Event Based Conditions, Calculated Field Based Conditions, and Participant Field Based Conditions.

Event Based Conditions

Users can select conditions based on events within the Program. The list of event configurations is based on the step prior to the Conditional Wait step. For more information on the steps available in each model, refer to Configure Model and Emails for Program. If the prior step is Send Email or Create/Close CTA, the following event configurations will be available:

  • Send Email: Email Opened, Email not Opened, Link Clicked, Link not Clicked

  • Create/Close CTA: CTA Open, CTA Closed Success, CTA Closed Lost


Event Based Use Case

In this example, the Program sent is using the Email Chain model and is part of the new customer onboarding process. The initial email is a welcome email that contains important information for the customer. We want to make sure they open the email before proceeding through the other steps of the outreach journey, so we’ll be configuring the Conditional Wait step with a condition where the participant needs to open the email sent. We will also configure the step so the participant has three days to meet this condition before moving through the alternative branch of the Program journey. This alternative step could be a follow-up email or opening a CTA.

  1. Configure the model of the Email Chain to have a Send Email step before the Conditional Wait step.


2. Within the Conditional Wait step, click +ADD EVENT to add an event-based condition. The event-based condition will be configured for the Send Email step automatically as this is the step immediately before the Conditional Wait step.


3. From the condition drop-down, select Has Email Opened.


4. Under the Time Limit section, select Days from the drop-down, and enter 3 as the variable.


Non Event Based Conditions

Users can select additional conditions for configuration that are not based off of events: New Calculated Field, Existing Calculated Field, Participants Field, Previous Steps, Survey Questions (only available for survey models).


New Calculated Field

Use this option to configure a new Calculated Field. Once it is created, it can be accessed in other Conditional Wait steps in the AO and in the Calculated Field within the Participants Configuration section. Use this option to configure Calculated Fields without having to navigate to the Participants Configuration section. For more information on configuring calculated fields within Conditional Wait, refer to the section Create Calculated Fields within Conditional Wait.

Existing Calculated Field

Users can access Calculated Fields that were already created as part of previous steps or the Participant Configuration of the AO. Once a field is selected, users can further configure its criteria.

Note: When referring to a Calculated Field, if the configured Time Limit of the Conditional Wait is less than 24 hours, then the calculated field is evaluated at the end of the time period. If the configured Time Limit is more than 24 hours, then the field is evaluated every 11 hours.

Participant Fields

Admins can use any of the mapped participant fields in the Participant Configuration screen to configure a condition.

Previous Steps

Users can refer to all of the previous Send Email and Create/Close CTA steps and select events from those steps as part of configuring a condition.

Note: It is recommended to use the Event option when:

The condition you want to configure involves a combination of:

  1. What happened only in the immediate previous step.

  2. What happened in the immediate previous step AND some other conditions.

It is recommended to use the Previous Steps option:

  1. When the condition you want to configure refers to the previous step but not the immediate.

  2. When the condition you want to configure involves a combination of what happened in a previous step (including the immediate previous step) OR some other conditions.

Survey Questions


  • This option is only available for Conditional Wait steps that have been added after the Responded Step in a Survey Model.
  • This option only supports questions from Surveys 2.0 surveys.

With this option, you can control how participants move through the Program based on their survey answers. For example, you could configure a condition that  triggers escalation emails, or creates CTAs based on an NPS detractor response.


Time Limit

Users can configure this drop-down field as the number of minutes, hours, or days that a Participant can stay at the Conditional Wait step of the Program. If a Participant has met the step’s conditions before the time expires, they will progress through the Outreach’s journey. If they do not meet the step’s conditions, they will proceed to the step’s alternative branch.


Create Calculated Fields within Conditional Wait

Users can create Calculated Fields as part of a Program. They can be from any MDA or Salesforce object. Calculated fields can query account variables, such as the number of Active users per Account, the number of logins by the user, and utilization rate. These calculated fields can be used as Conditions within the Conditional Wait step to determine how the AO journey progresses.

A calculated field can be created as a step within participant configuration. The configured calculated fields can then be used within the AO.


Click +CALCULATED FIELD to open the Calculated Field configuration page.


Users will need to configure the following areas:

  1. Field Name: Create a name for the Calculated Field
  2. Data Source: Select a data source from Gainsight Subject Areas, MDA Data, or Salesforce Objects.
  3. Show Me: Select the field to be displayed from this query. Depending on the field selected, users can configure aggregation options including Count, Count Distinct, Min, Max, Average, and Sum. For number fields, users can also configure the number of decimal places displayed and can select any combination of Sum, Average, and Median for Column Calculation.

  4. Filters: Define filters for the query. Users should define filters to the mapped participant fields in the Participant Configuration screen.

Note: It is important to complete this mapping to participant fields so that the Calculated Field will fetch the correct value for the participant in question. Not doing this could lead to incorrect data being queried.

You can use a combination of Field and Value to define the filters.

a. If users select Field, all mapped participants fields can be used.


b. If users select Value, the user can enter/search for values.


5. Advanced Logic: Apply Advanced Logic. “AND” or “OR” can be used between filter attributes.

6. SAVE: Save the Calculated Field.

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