Why it matters
Sequences automate multi-step communication across SMS, email, WhatsApp, Messenger, Instagram, and Voice AI. Creating a sequence lets you define steps, set rules for how contacts progress, and control timing and conditions for your outreach. Understanding these steps helps you create predictable and scalable workflows.
Key Concepts
Sequential sequence: A linear sequence where all contacts follow the same path unless removed by rules or triggers.
Branched sequence: A dynamic sequence that uses conditional logic to send contacts down different paths.
Sequence template: A reusable blueprint that pre-populates steps and settings so you can create new sequences quickly.
Sequence settings: Controls how the sequence behaves, including re-entry rules, response behavior, frequency caps, quiet hours, and link tracking.
Steps: Individual actions in the sequence, such as sending a message or scheduling an automated action.
Step-by-Step: Create a Sequence From Scratch
Go to Sequences in the left navigation.
Click Create Sequence (top right).
In the modal, choose Create sequence from scratch.
Enter basic information:
Title (required)
Description (optional)
Sequence type: Sequential or Branched
Access level: Private, Organisation, or channel-specific visibility
Click Next Step to configure global settings:
Choose what happens when a contact responds (continue or remove).
Choose what happens if a contact is added again (re-add or exclude).
Set frequency caps for how many times a contact can enter.
Set limits on how many times they can be added per interval (day, week, month, year).
Set maximum time a contact can remain active.
Turn on or off quiet hours, weekend rules, business hours, and link tracking.
Select a domain for link tracking.
Configure call flow options if using Voice AI or call-based steps.
Click Save Sequence to open the sequence editor.
In the Steps tab, click Add Step.
Choose the step type (SMS, Email, WhatsApp, Messenger, Instagram, Voice AI).
Enter step details:
Optional step title
Message content or Voice AI agent
Timezone
Schedule (send immediately, delay, or send based on a custom object date)
Add additional steps as needed. Sequential sequences will run steps in order. Branched sequences will follow the conditions you configure.
Open the Flow tab if using a branched sequence. This tab provides a visual overview of branches and routing paths but is not used for editing steps.
When ready, toggle the sequence on to activate it.
Step-by-Step: Create a Sequence Using a Template
Go to Sequences.
Click Create Sequence.
In the modal, choose Browse templates.
Use filters to find a template by sequence type, channel, industry, use case, or event.
Select a template to preview its steps and structure.
Click Use Template.
A new sequence is created with the template’s steps and settings.
Edit the sequence settings if needed (title, access, behavior rules).
Add or modify steps in the Steps tab.
Save your changes and turn the sequence on when ready.
Tips and Best Practices
Start with Sequential for simple drip flows; use Branched for conditional paths.
Use clear, descriptive titles for sequences and steps.
Add response-based exits for outreach where any reply should stop messaging.
Configure quiet hours and weekend rules for production sequences.
Build your steps first, then finalize global settings to avoid misalignment.
Use templates to maintain consistency across repeated workflows.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot create a sequence | Missing required fields | Add a sequence title and type |
Sequence behaves unexpectedly | Settings not aligned with workflow | Review response rules, re-entry rules, and frequency caps |
Steps not sending | Quiet hours, weekends, or business-hour rules blocking sends | Adjust timing constraints and review the contact’s timezone |
Branches not triggering | Missing or incorrect trigger conditions | Review any no-response or conditional logic |