Sequences

Sequences coordinate repeatable follow-up for enrolled leads or contacts. Availability can depend on the workspace or agency plan.

Design a sequence

Define the audience, objective, channel, step timing, owner, sender identity, personalization fields, exit criteria, and maximum acceptable contact frequency. Each step should add value rather than repeat the same request.

Account for business days, timezone, quiet hours, holidays, existing campaigns, manual conversations, and other sequences. A technically valid schedule can still create an unreasonable customer experience when multiple systems contact the same person.

Create and test

1. Open Automations → Sequences.
2. Create or open a sequence and add steps in order.
3. Select an approved sender or connected account where required.
4. Insert variables using the available picker and test missing-field behavior.
5. Configure delay and stop behavior.
6. Enroll internal test records.
7. Inspect every step, resulting message, CRM activity, and exit condition.

Enroll records

Enrollment may be available from the sequence or CRM selection experience. Before confirming, review the count, owners, consent, suppression, valid address or number, existing enrollment, and lifecycle state. Start with a small cohort.

Stop and remove enrollment

Define when a reply, booking, conversion, status change, opt-out, manual action, or disqualification should stop future steps. If automatic stopping is not available for the exact event, assign a human owner to remove the enrollment promptly.

Monitor sequence health

Review enrollments, active step, scheduled time, completion, failure, replies, and removal reasons presented by the product. Diagnose delivery with the underlying email or channel account. Compare actual customer outcomes with message metrics before increasing volume.

Edit a live sequence

Determine whether edits affect existing enrollments, new enrollments, or both. Do not assume a change retroactively updates scheduled work. If the behavior is not explicit, pause enrollment and test with a new internal record before resuming.