Why it matters
Sequences rely on multiple settings, triggers, and data conditions. When something is misconfigured, contacts may not enroll, messages may not send, or automations may not fire. This guide helps quickly diagnose and fix the most common issues.
Key Concepts
Enrollment: How contacts enter a sequence through manual adds, segments, tags, or uploads.
Sequence Flow: How contacts progress through steps and exit based on replies or triggers.
Timing Rules: Restrictions that may delay or block sending.
Triggers and Actions: Automation logic that controls behavior inside a sequence.
Message Delivery: Whether a message was sent, delivered, or suppressed.
Step-by-Step: Troubleshoot Common Sequence Issues
Identify where the issue occurs: enrollment, step execution, timing, or triggers.
Review Sequence Settings to confirm reply handling, re-enrollment rules, and frequency caps.
Check individual steps for missing channels, invalid content, or incorrect scheduling.
Review automations to confirm trigger conditions and actions are configured correctly.
Inspect the contact’s timeline to see message attempts, triggers fired, or removal events.
Adjust configuration and re-test with a test contact.
Tips and Best Practices
Use the Contacts tab inside a sequence to see the exact step each contact is on.
Check the Responded, Finished, and Not Delivered sub-tabs when diagnosing unexpected exits or failures.
Test new sequences with one internal contact before enabling for larger audiences.
Use clear naming for triggers and actions so they are easy to audit later.
Avoid overlapping automations that add or remove contacts from the same sequence.
Troubleshooting
Issue | Possible Cause | Fix |
Contacts not entering the sequence | Segment filters too narrow or contact already in sequence | Adjust segment filters or allow re-enrollment in Sequence Settings |
Contact added but step not sent | Quiet hours, weekend restrictions, or business-hour rules enabled | Update timing rules or schedule differently |
Sequence stops after first reply | Reply handling set to remove contact | Change response behavior to "Continue processing" if desired |
Contact re-enters sequence unexpectedly | Re-add settings allow multiple enrollments | Set re-enrollment to "Exclude contact from sequence" |
Steps sending at wrong times | Incorrect timezone or relative schedule setup | Review step timezone and scheduling fields |
Link triggers not firing | Link tracking disabled or wrong domain selected | Enable link tracking and choose valid domain |
Keyword or response triggers not firing | Trigger conditions too specific | Simplify keyword rules or expand trigger conditions |
Contact removed automatically | Frequency caps or max active days reached | Adjust enrollment limits in settings |
Message not delivered | Carrier filtering, invalid number, or opt-out | Check Not Delivered tab and contact status |
Voice AI step not executing | No agent selected or call flow disabled | Assign an agent and enable call flow for the sequence |