Build a follow-up sequence

What it is

A sequence is a cadence of touches over time: call, wait, text, wait, email. Each touch either lands as a task for whoever works the contact, or, for an email, can send by itself. It can stop the moment they text back or book.

Where to find it

CRM > Sequences

Steps

1. Owners and managers press New sequence, give it a name, and press Make it. It starts off with nobody in it.
   

   

2. Pick a touch type under Add a touch (Call, Text, Email or Something else) and press Add.
   

   

3. Open the touch. Set Wait first in minutes, write what the task says, and the message or notes. For email, add a subject and tick Send automatically if you want it to send itself.
4. Optionally attach a library file, or hold the touch until the contact has a file with a certain label.
5. Press Save this touch, and repeat. A sequence holds up to 20 touches.
   

   

6. Set the options: stop when they text back, stop when they book, and hold calls and texts until their calling window is open. Press Save changes.
7. Switch it On, then press Put somebody in and pick a contact.
   

   

Good to know

• Agents can read every sequence and put their own contacts into one. Building them is for owners and managers.
• Sending emails automatically needs email sending set up in Settings and the Email upgrade. Otherwise the email lands as a task, written out.
• Text steps land as tasks unless texting is on for your account.
• Anyone marked do not call comes out of every sequence.
• Show me lists who is in it. Use the remove icon to take someone out.