Why it matters
Removing a contact from a sequence stops any future automated steps in that sequence. This is useful when a lead converts, requests to stop follow-ups, or no longer qualifies for a campaign.
Creating the tool alone is not enough. You must assign the tool to the agent and clearly define in the agent instructions when the contact should be removed from a sequence.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as updating sequences, tagging contacts, or assigning users.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Remove from Sequence Action: An action that removes the contact from one or more selected sequences when executed.
Sequence: An automated workflow that sends scheduled messages or performs steps over time.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions the contact should be removed from a sequence.
Step-by-Step: Create a Remove from Sequence Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when contacts should be removed from the sequence.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the change.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Remove from Sequence Action
In the Actions section, click Add Action.
Select Remove from Sequence from the Action Type dropdown.
In the sequence selection field, choose one or more sequences from the dropdown list.
Click Create Action.
When the tool is triggered, the contact will be removed from the selected sequence or sequences.
You can add additional actions to the same tool if needed, such as updating tags or notifying users.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Remove from Sequence tool to give the agent access.
Update the Agent Instructions to clearly define:
When the contact should be removed from a sequence.
What conditions must be met before triggering the tool.
Any related follow-up logic.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without explicit conditions, the agent may fail to remove contacts from sequences or remove them unintentionally.
Tips and Best Practices
Clearly define the exact condition that qualifies for sequence removal.
Avoid broad logic that could remove contacts prematurely.
Confirm whether multiple sequences should be selected.
Test the workflow in a controlled conversation before deploying.
Combine with tagging or status updates if appropriate.
Troubleshooting
Issue | Possible Cause | Fix |
Contact not removed from sequence | Tool not assigned to agent | Enable the tool in the agent settings |
Wrong sequence selected | Incorrect sequence chosen during setup | Edit the action and reselect the correct sequence |
Agent not triggering removal | No clear trigger logic defined | Update Agent Instructions with explicit conditions |
Contact continues receiving messages | Removed from wrong sequence | Verify sequence configuration and selection |