Help Center › Email Sequences and Follow-ups
Overview
Sequences let you send a series of automated follow-up emails to leads without having to write and send each one manually. Once you enrol a lead in a sequence, the system sends each email step at the interval you set. If the lead replies, the reply is tracked and you receive a notification so you can continue the conversation directly.
This page explains how to create a sequence, enrol leads, track replies, and manage sequences that are in progress.
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What is a sequence?
A sequence is a scheduled series of emails sent to a lead one after another, with a gap between each step. For example:
- Step 1: Send an email the day after meeting someone at an event
- Step 2: Send a follow-up three days later if there has been no reply
- Step 3: Send a final check-in a week after that
Each step has its own subject line, body text, and delay (the time to wait after the previous step before sending). You write the emails once, set the delays, and the system handles the sending.
If a lead replies at any point, you are notified and the conversation moves to a direct email thread. The sequence does not keep sending to leads who have already responded (behaviour on reply depends on your sequence settings — see below).
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Creating a sequence
Step 1 — Open the Sequences section
In the portal, go to Sequences (or Email Sequences) in the navigation menu.
[NEEDS VERIFICATION: exact menu label for the sequences section in the current portal]
Step 2 — Create a new sequence
Click New Sequence (or Create Sequence). Give it a name that helps you identify it later — for example, "Post-event follow-up" or "New lead nurture".
Step 3 — Add email steps
Each sequence consists of one or more steps. For each step:
Repeat this for as many steps as you need. There is no fixed limit on the number of steps in a sequence.
[NEEDS VERIFICATION: whether the email editor supports rich text / HTML or plain text only; whether merge tags (e.g. {{first_name}}) are available for personalisation; minimum and maximum delay values]
Step 4 — Review and save the sequence
Once all steps are added, review the sequence to check the delays and email content. Save it. The sequence is now ready to use but will not send anything until you enrol leads into it.
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Enrolling leads in a sequence
You can enrol leads from the leads list or from an individual lead's record.
From the leads list:
From a single lead's record:
[NEEDS VERIFICATION: whether bulk enrolment from the leads list is available, and whether there are any conditions that prevent enrolment (e.g. lead has no email address, or is already enrolled in another sequence)]
After enrolment, the first email step will send after the configured delay. If step 1 has a delay of 0 days, the email sends immediately (or within a short processing window).
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What happens when a lead replies
When a lead replies to a sequence email:
[NEEDS VERIFICATION: exactly how replies are routed — whether they go to a portal inbox, directly to the user's email, or both; and whether the sequence automatically pauses or stops on reply]
You can then continue the conversation directly by replying through your email client or through the portal, depending on how the system is configured.
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Sequence statuses
Each enrolled lead has a status within a sequence:
| Status | Meaning |
|---|---|
| Active | The sequence is running; upcoming steps are scheduled |
| Replied | The lead has replied to a sequence email |
| Completed | All steps have been sent |
| Paused | The sequence has been manually paused for this lead |
| Stopped | The sequence has been manually stopped and will not send further steps |
| Unsubscribed | The lead clicked an unsubscribe link in a sequence email |
[NEEDS VERIFICATION: exact status labels used in the portal]
You can view the status of all enrolled leads from within the sequence view in the portal.
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Pausing, resuming, and stopping sequences
Pausing: If you need to temporarily halt a sequence for a specific lead (for example, because you are in a live conversation and do not want automated emails to interrupt it), you can pause the sequence for that lead. No further steps are sent until you resume.
Resuming: Resume a paused sequence to continue sending from the next scheduled step.
Stopping: Stopping a sequence for a lead ends it permanently for that lead. No further steps are sent. This cannot be undone, but the lead can always be re-enrolled in the same or a different sequence.
[NEEDS VERIFICATION: whether pause/resume/stop applies per-lead or per-sequence (i.e. whether you can stop a sequence globally and how that affects already-enrolled leads)]
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Branded follow-up emails
Sequence emails are sent using your branding — your name and, where configured, your company logo and colour scheme. The email appears to come from you rather than from a generic platform address.
[NEEDS VERIFICATION: the exact sending domain/address used (e.g. whether it is the user's own email address or a platform address), and whether custom sending domains are supported]
Recipients see your name in the "From" field. The footer of each email includes an unsubscribe link as required by email law. If a lead unsubscribes, they will not receive further sequence emails and their status updates accordingly.
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Frequently asked questions
Can I edit a sequence after I have already enrolled leads in it?
You can edit the content of future unsent steps. Steps that have already been sent cannot be changed. Adding or removing steps from a live sequence may affect the timing for already-enrolled leads. [NEEDS VERIFICATION: exact behaviour when editing an active sequence]
Can a lead be enrolled in more than one sequence at the same time?
[NEEDS VERIFICATION: whether the portal allows or prevents parallel enrolment in multiple sequences]
What happens if an email bounces?
If an email address is invalid and the email bounces, the lead's record is updated and further steps in the sequence may be stopped automatically. [NEEDS VERIFICATION: exact bounce handling behaviour]
Can I see which emails were opened?
[NEEDS VERIFICATION: whether open tracking or click tracking is available for sequence emails]
How many leads can I enrol at once?
[NEEDS VERIFICATION: whether there is a bulk enrolment limit or a sending rate limit that applies]
Is there a limit to how many sequences I can create?
[NEEDS VERIFICATION: whether there are plan-based limits on the number of sequences or sequence steps]
Can I send a one-off email to a lead without creating a sequence?
[NEEDS VERIFICATION: whether single manual emails can be sent to leads from the portal without using a sequence]
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Related: [Leads and CRM](./leads-and-crm.md) · [Your Digital Business Card](./02-your-digital-card.md)