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Rules of engagement are the team’s policy for outreach. They are evaluated automatically: when someone is enrolled, before a step runs, and when an outcome happens. Reps do not have to remember them. Manage them under Sequencer › Rules of engagement. A team has one default policy that every sequence uses. A sequence can be given a different policy of its own, for example a lighter one for a re-engagement cadence. A policy has two halves: scenarios and reactions.

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Scenarios: who may be enrolled, and when a step may run

A scenario is a condition group plus an action plus a scope. Conditions in a group can be combined with AND and OR.

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Conditions

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Actions

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Scope

Where the scenario is checked: when enrolling, before every step, before an email step, or before a call step. “Do not enroll”, “enroll with a warning” and “hold for approval” only make sense when enrolling; “skip this step” only makes sense before a step.

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Reactions: what an outcome does

An outcome is something that happened on the enrollment. Each reaction pairs one outcome with one or more actions.

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Outcomes

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Actions

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The default policy

New teams start with a default policy that most teams keep:
  • Warn when the CRM owner is another rep.
  • Do not enroll contacts with an open deal.
  • Do not enroll contacts the CRM marks as opted out.
  • Warn when another rep is already working the contact.
  • Skip the email step after 3 unopened emails in a row.
  • Skip the call step after 4 unanswered calls in a row.
  • A meeting stops outreach to everyone else at the company, across every sequence on the team.
  • A positive reply stops outreach to everyone else at the company, across every sequence on the team.

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Approvals

When a scenario holds an enrollment for approval, it shows in the sequence’s people list as Awaiting approval with the rule that held it. A manager approves or rejects it there, singly or in bulk. Approved enrollments start at their first step; rejected ones are finished with the note the manager left. Both decisions are recorded on the enrollment’s timeline.

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Preview a policy

Preview on the rules page runs a policy against a person or a list without enrolling anyone, and shows which scenarios would fire. Use it before changing the default policy on a busy team.

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Permissions

Creating and editing policies, and setting the team default, is limited to team admins. Reps can see which rule applied to an enrollment and why.