Why it matters
Sequence automations let you react to contact behavior such as replies, keyword messages, or link clicks. Automations help you update data, send follow-up messages, and route contacts without manual intervention.
Key Concepts
Trigger: The event that starts an automation. Examples include keyword replies, any response, or link clicks.
Action: The task performed when a trigger fires, such as sending a message, adding a tag, or moving a contact to another step.
Step-level automation: Automations are added to specific steps inside a sequence and run only when their trigger condition is met.
Step-by-Step: Add Automations to a Sequence
Go to Sequences from the left navigation.
Select the sequence you want to automate.
Open the Steps tab and select the step you want to add automation to.
Click Add Trigger.
Select a trigger type:
Keyword reply
Response to message
Link click
Additional trigger types may be available depending on channel or step
Choose an action for the trigger:
Send message
Add or remove tags
Assign or unassign conversation
Opt contact in or out
Notify users
Add or remove the contact from a sequence
Move the contact to a different step
Update conversation status
Send email
Configure action details such as message content, tag selection, assignment, or status updates.
Save the trigger.
Optional: Click Add Action to layer multiple actions on the same trigger.
Repeat as needed to build out complex behavior within the sequence.
Tips and Best Practices
Use link-click and response triggers to tailor follow-ups based on contact engagement.
Chain actions together when necessary, for example tagging a contact and then moving them to a new step.
Keep automation logic simple to avoid conflicting or duplicated actions.
Use “Remove from Sequence” actions to exit contacts from long flows when they complete key tasks.
Always test sequences internally before turning them on for live contacts.
Troubleshooting
Issue | Possible Cause | Fix |
Trigger is not firing | Wrong trigger type or condition | Confirm the event type matches how contacts actually respond |
Action does nothing | Missing configuration | Edit the action and ensure all required fields are set |
Duplicate actions occur | Multiple triggers overlap | Review step triggers and remove redundant ones |
Contact stays in the wrong step | Missing “Move step” or exit action | Add explicit actions for step movement or removal |