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February 24,2025

Delay Node — How and Why to Use It in Domino CRM?

A technically and business-sound chatbot builder for companies must meet a range of high standards. Naturally, the first thing that comes to mind is AI. Another essential feature is the ability to switch the conversation to a live agent. Likewise, the ability to “branch” a conversation with a client is often considered a must. A built-in CRM for data visualization and analysis is also a valuable addition. Domino CRM meets all these criteria.

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However, there’s another, less obvious criterion that we also fulfill: the ability to pause a conversation using a delay node. At first glance, one might wonder why a business chatbot in Telegram would need such a function. After all, chatbots are praised for operating 24/7 without breaks, responding instantly and unambiguously. That’s precisely why they are used. Indeed, according to HubSpot, the average modern customer expects their inquiry—whether for support, sales, or marketing—to be resolved “immediately,” with patience lasting no more than 10 minutes.

And yet, sometimes, pauses in chatbot conversations are necessary. Domino CRM provides this option for several reasons.

Why Use the Delay Node?

Client reactivation. You’ve made a sale and naturally want to encourage follow-up purchases. A delay of a few days or a week can be set within the chatbot flow to automatically ask for a service rating or offer an additional product or promotion. In this way, timed delays not only help retain customers but also serve as timely reminders of your offers.

A more natural conversational rhythm. People mostly communicate with other people, which sets certain expectations. A slight delay (even just one or two seconds) can make the conversation feel more natural, simulating pauses that would occur in real human interaction.

Processing time for complex tasks. If a chatbot is handling a more advanced function—such as booking a reservation—a short pause can indicate that the system is "processing" the request, setting realistic expectations for the user.

Smooth transition to a human agent. If the chatbot is unable to resolve an issue, it will need to transfer the conversation to a human agent. A brief pause before this transition can help set the right expectations, for example: “I’m transferring your request to an agent. This may take a moment…”

Gamification and interactivity. If your chatbot includes quizzes, trivia, or other interactive elements, short delays can create a sense of anticipation or “thinking time,” making the experience more engaging. For instance, the bot can “pretend” to be thinking before revealing the correct answer or quiz results, enhancing the excitement and adding a touch of suspense.

How to Set Up a Delay in Domino CRM?

The Domino CRM chatbot builder for businesses in Telegram allows you to insert a delay node after any intermediate stage in your flow. You can set delays based on:

  • Seconds
  • Minutes
  • Hours
  • Days
Delay node.png

Create your first chatbot in Domino CRM and test the delay node for improved customer interactions. It’s simple—and doesn’t require a single line of code!