CRM
Sequences
Multi-step follow-ups by email, SMS, WhatsApp and tasks that stop on their own when the person replies.
Contents: Who can use it · The Sequences page · Build a 3-step follow-up sequence · Step types · Sending window · Enrol people · Monitor a sequence · Example · FAQ
Who can use it
Staff with the sequence permissions: one to view, one to create and edit, and a separate enrol permission to add or stop people. Needs the Follow-up sequences plan feature (Pro and Enterprise at the time of writing).
Where: CRM → Sequences.
The Sequences page
A list of your sequences with step count, how many people are in progress and how many are enrolled, and an On or Off switch. New sequence creates one. Opening a sequence shows its statistics and its enrolments.
Build a 3-step follow-up sequence
Goal: after a quote is sent, email on day 0, wait 3 days, send a WhatsApp, wait 4 days and create a call task.
- Click New sequence.
- Under Details enter the Name "Quote follow-up" and a Description. Keep Active on (a switched-off sequence does not send and cannot be enrolled in).
- Under Steps add the first step: Send email. Pick a Template or choose Write the message here, enter the Subject and Message. You can use variables such as
{{client.name}}and{{org.name}}. - Add a Wait step: Wait for 3, Unit days.
- Add Send WhatsApp with its message.
- Add Wait 4 days.
- Add Create task: Task title "Call about the quote", Type Call, Due in (days) 0, Assign to Record owner.
- Use Move up and Move down to reorder, then save. "Sequence saved" confirms it.
Step types
| Step | Fields |
|---|---|
| Send email | Template or own text, Subject, Message |
| Send SMS | Template or message |
| Send WhatsApp | Template or message |
| Create task | Task title, Type (Call or To-do), Due in (days), Assign to: Record owner or Person who enrolled them |
| Wait | Wait for an amount and a Unit before the next step |
Steps run top to bottom for each person.
Sending window
Only send in business hours limits messages to the days and hours you set (From, To, Mon to Sun) in your organisation's time zone. Tasks and waits are not affected.
Enrol people
- From a lead: open the lead and use Add to sequence (see Leads).
- Automatically: a workflow action Add to a follow-up sequence.
Choose the Sequence (only active ones with steps are listed). People already enrolled are skipped: "{n} enrolled, {n} skipped".
Enrolment is available for leads, contacts and clients; at the moment the screens that offer the button are the lead panel and the workflow action.
Monitor a sequence
Open a sequence to see counts: Enrolled, Active, Sent, Replied, Stopped, Completed, Skipped, Failed, plus a Per step breakdown and the Enrolments list (filter All, Active, Paused, Completed, Stopped). For each enrolment you can Pause, Resume or Stop.
A person leaves the sequence automatically when they reply, a meeting is booked, the deal is won or lost, the lead is converted, they opt out, a message fails to send or the record or the sequence is deleted. The stop reason is shown ("Replied", "Opted out", "Stopped by a user" and so on).
Example scenario
A Dhaka ISP follows up a corporate quote. Salesperson Tanvir enrols "Meghna Garments" in "Quote follow-up". Day 0 an email goes out; day 3 a WhatsApp. On day 5 the client replies, so the sequence stops by itself with reason "Replied" and Tanvir takes over.
Tips
- Keep the first message short and personal; use a variable for the name.
- Respect opt-outs: people who withdraw marketing consent are stopped (Privacy and GDPR).
- Use the sending window to avoid night-time messages.
Troubleshooting and FAQ
"There is no active sequence with steps. Create one first." Create a sequence, add at least one step and switch it on.
Messages are not going out. The sequence is off, outside the sending window, or the channel (SMS, WhatsApp, email) is not set up in Messaging setup.
An enrolment stopped with "Sending failed". Check the person's phone or email and the channel setup.