Why it matters
Adding a contact to a sequence enrolls them into an automated workflow that sends scheduled messages or performs predefined steps over time. This is useful for follow-ups, onboarding flows, nurturing campaigns, or post-call automation.
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 added to 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.
Add to Sequence Action: An action that enrolls the contact into a selected sequence when executed.
Sequence: An automated workflow that runs scheduled steps such as messages or actions over time.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions the contact should be added to a sequence.
Step-by-Step: Create an Add to 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 added to the sequence.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm enrollment.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Add to Sequence Action
In the Actions section, click Add Action.
Select Add to Sequence from the Action Type dropdown.
In the sequence selection field, choose the sequence from the dropdown list.
Click Create Action.
When the tool is triggered, the contact will be enrolled into the selected sequence.
You can add additional actions to the same tool if needed, such as tagging the contact or notifying a user.
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 Add to Sequence tool to give the agent access.
Update the Agent Instructions to clearly define:
When the contact should be added to the sequence.
What conditions must be met before triggering the tool.
Any required qualification 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 enroll contacts correctly or add them unintentionally.
Tips and Best Practices
Clearly define qualification criteria in the agent instructions.
Ensure the correct sequence is selected during setup.
Avoid broad logic that could enroll unqualified contacts.
Test enrollment behavior in a controlled conversation before deploying.
Combine with tagging for better segmentation and reporting.
Troubleshooting
Issue | Possible Cause | Fix |
Contact not added to 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 select the correct sequence |
Agent not triggering enrollment | No clear trigger logic defined | Update Agent Instructions with explicit conditions |
Contact enrolled multiple times | Trigger conditions repeated | Refine logic to prevent duplicate execution |
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