Sequences: a series of e-mails that stops when the person replies

A sequence is a series of e-mails CRM sends one person on its own: e-mail 1 today → after 3 days e-mail 2 → after 5 more days e-mail 3. It stops when the person replies. Sequences is in the e-mail menu; it is for the CRM Editor and Admin roles.

Create a sequence

1. Sequences → New sequence, or New from template to start from a ready one.
2. Basics: Name and Description.
3. Delivery — Send via:
   • Connected email account — pick the Sending account: one of your own mailboxes that can send (an IMAP mailbox needs its SMTP settings — see Your mailbox);
   • Push platform — pick a verified Push sender; the workspace needs Push e-mail connected. See Workspace settings.
4. Sending hours — Send only within set hours: the days and the hours, in your workspace's time zone. An e-mail due outside them waits for the next opening.
5. Steps — Add step:
   • Email — Step name, Subject and the body, with the delay before it: Delay value and Delay unit (minutes, hours, days). A/B test variants sends each person one of several versions.
   • Wait — a pause before the next step.
6. Click Create sequence. It starts as a draft.

Use variables like {{contact.first_name}} in the subject and body; they are filled in for each person. Every e-mail gets an unsubscribe link at the bottom. A sequence is marketing: the unsubscribe holds for your whole workspace — see below.

Start it and add people

• Activate on the sequence's page starts it.
• Enroll contact — on an active or paused sequence — adds a contact or a lead. You can also enroll the sender of an e-mail from Inbox (Enroll), or choose Start a sequence when you write to a contact.
• Each person goes through the steps on their own schedule. A person already in the sequence is not enrolled twice.

The sequence's page shows Total enrollments, Active, Completed, Paused and the Completion rate, the steps and the recent enrollments.

When it stops

For one person, the sequence stops when they:

• reply to one of its e-mails;
• reach the last step — then they are Completed.

For one person, every sequence stops — with no more e-mail from any — when they unsubscribe from your marketing: with the link in a sequence's e-mail, the link in a Push campaign or recipe e-mail, Gmail's own Unsubscribe button, or by marking an e-mail as spam. Before each e-mail, CRM checks with Push whether the person has unsubscribed, also for a sequence sent from your own mailbox. E-mails about their invoices still go.

For everyone:

• Pause holds everyone; nobody gets the next e-mail until you Resume, and then the waiting ones go out.
• Archived ends the sequence for everyone still in it.

A mailbox with a Daily limit for sequences sends at most that many e-mails a day; the rest wait for the next day.

Who may change a sequence

The person who created a sequence, or a manager, edits and archives it. Deleting a sequence is for managers, and only without people still in it.

If something doesn't work

Add at least one step below to save the sequence.

A sequence needs at least one step before it is saved.

Send from one of your own mailboxes that can send (an IMAP mailbox needs its SMTP settings).

Pick your own mailbox, and give an IMAP mailbox its SMTP settings.

No email account assigned. Emails will not be sent until an account is selected.

Pick the Sending email account on the sequence's page.

Pick a verified Push sender to use Push routing.

Choose a Push sender, or send through your mailbox.

Only the person who created this sequence or a manager can change it.

Ask the colleague who created it, or a manager.

Cannot delete sequence with … active enrollments.

Archive it first: that ends it for everyone in it.