Sequences and steps

A sequence is a named cadence with an owner, a policy, a sending schedule and an ordered list of steps. Open Sequencer › Sequences › New to create one, or duplicate an existing sequence to start from its steps and settings.

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Step types

Each step carries a display name, an optional note for the rep, and a priority (high, medium, low) that orders the inbox. A call step can also carry a purpose, which the dialer shows on the card.

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Timing

Sequences run in one of two modes:

• Interval (default): each step waits a set time after the previous step completed. The wait is stored in seconds and shown in the editor as days and hours.
• Date: each step has a fixed date. Useful for event-driven campaigns where every prospect should get the same email on the same day.

Whatever the wait says, an automatic email is never sent outside the sending window. If a step comes due at 2 AM in the prospect’s timezone, it rolls forward to the next open hour.

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Sending window

The sending window is the days of the week and the start and end hour that automatic emails may go out. The default is Monday to Friday, 8 AM to 5 PM. A sequence with no schedule of its own uses the team default from Sequencer › Settings.

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Manual steps that nobody gets to

A manual email, call or to-do can carry an auto-skip delay. If the task is still open that long after it came due, the engine skips it and moves the prospect on, so one busy week does not stall a whole cohort. Snoozing a task moves its auto-skip deadline with it.

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Templates and merge fields

Email steps use templates. A step can hold more than one template with a weight; the engine picks by weight, which gives you an A/B split without a separate sequence. Template counters (opens, clicks, replies, bounces, opt-outs) are tracked per template and per step. Merge fields are written in double curly braces and are filled from the contact at send time: A missing value renders as empty rather than as the raw tag. Preview a template from the template list to see it filled with a sample contact. New thread: by default a later email step replies in the same thread as the first email, so the prospect sees one conversation. Turn on New thread on a step to start a fresh subject line.

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Reply actions

Two settings on the sequence decide what a reply does to the enrollment:

• Primary reply action (default: finish) applies to a reply from the prospect.
• Secondary reply action (default: pause) applies to a reply from someone else on the thread, such as a colleague or an assistant.

Each can be finish, continue, or pause for a number of days. Rules of engagement can override these per outcome; see Rules of engagement.

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Tracking

Open tracking and link tracking are on by default per sequence. Turn either off for a sequence that should send plain, untracked email. A custom tracking domain is set per mailbox, not per sequence.

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Throttles

A sequence can limit how fast it takes on people:

• Max adds per day caps how many new enrollments the sequence accepts in a day.
• Capacity caps how many people may be active in the sequence at once.

Enrollments that exceed a throttle are refused with a throttle reason in the enrollment preview, and the sequence shows as throttle-paused until there is room. Neither throttle affects people who are already active.

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Enabling, pausing and deleting

• Enable starts the engine for the sequence. Enable is refused if there are no steps, or if an email step exists and no usable mailbox is available to the sequence.
• Disable pauses every active enrollment with the reason “sequence disabled”. Enabling again resumes exactly those enrollments. An enrollment a rep paused by hand stays paused across a disable and enable.
• Duplicate copies the steps and settings into a new draft sequence with no people.
• Delete removes the sequence. Enrollments are finished first; nothing keeps sending from a deleted sequence.

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Analytics

Every sequence has an analytics view with per-step delivery, open, click, reply, bounce and opt-out counts, and a people view that lists each enrollment with its state and last event. The enrollment attempts list shows everyone who was refused and why, which is the first place to look when “my list of 200 only enrolled 140”.