Why it matters
Moving a contact to a specific step in a sequence allows you to control where they resume within an automated workflow. This is useful when a conversation outcome changes the contact’s status and they need to skip ahead or restart at a defined step.
Creating the tool alone is not enough. You must assign the tool to the agent and clearly define in the agent instructions when and why the contact should be moved to a specific sequence step.
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.
Move Sequence Step Action: An action that moves a contact to a specific step within a selected sequence when executed.
Sequence Step: An individual stage within a sequence. Each step represents a scheduled message or action in the workflow.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions the contact should be moved to a specific sequence step.
Step-by-Step: Create a Move Sequence Step 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 moved within 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 update.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Move Sequence Step Action
In the Actions section, click Add Action.
Select Move Sequence Step from the Action Type dropdown.
In the sequence selection field, choose the sequence from the dropdown list.
After selecting the sequence, choose the specific step within that sequence.
Click Create Action.
When the tool is triggered, the contact will be moved to the selected step within the 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 Move Sequence Step tool to give the agent access.
Update the Agent Instructions to clearly define:
When the contact should be moved.
What conditions must be met.
Which scenario requires moving to that specific step.
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 move contacts correctly or move them at the wrong time.
Tips and Best Practices
Clearly define the exact scenario that requires moving a contact.
Ensure the correct sequence and step are selected during setup.
Avoid broad logic that may move contacts unintentionally.
Test the behavior in a controlled conversation before deploying.
Review the sequence structure before configuring the tool.
Troubleshooting
Issue | Possible Cause | Fix |
Contact not moved to step | Tool not assigned to agent | Enable the tool in the agent settings |
Wrong step selected | Incorrect step chosen during setup | Edit the action and select the correct step |
Agent not triggering movement | No clear trigger logic defined | Update Agent Instructions with explicit conditions |
Contact moved unexpectedly | Conditions too broad | Refine trigger logic in the agent instructions |