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What is an Email Sequence?

An email sequence is a series of automated messages sent to a contact as part of a single, threaded conversation. These emails are triggered based on timing, user behavior, or specific conditions. Each sequence can include multiple emails with delays between them, conditional logic (like sending only if a previous email was opened), and automatic stopping when a contact replies. This allows you to deliver personalized, timely communication without manual effort.

When to Use Email Sequences

Email sequences are useful in various scenarios, such as:

Follow-ups: Automatically reach out to leads who haven’t responded.
Welcome Series: Onboard new customers or subscribers.
Reminders: Send scheduled notifications for events or actions.
Nurture Campaigns: Gradually build relationships and educate your audience.

How to Create an Email Sequence

Step 1: Navigate to Sequences

Go to Marketing → Email → Campaigns in your CRM.

Step 2: Create a New Sequence

Click Create New Sequence to begin setting up your automated email series.

Step 3: Set the Trigger

Choose when the sequence should start:

Immediately
At a scheduled time

You can also configure whether the sequence should stop automatically when a contact replies.

Step 4: Select Your Audience

Choose who will receive the sequence from options like:

Lists
Segments
Individual contacts

Enable Stop on Reply if you want the sequence to halt when a contact responds.

Step 5: Add Email Steps

Build your sequence by adding multiple email steps. Define the time delays between each step to control the pacing of your communication.

Step 6: Configure Each Step

For each email in the sequence:

Select or design an email template, or use plain text.
Set conditions, such as sending only if the previous email was opened or delivered.
Enable open and click tracking as needed.

Step 7: Review and Launch

Double-check your sequence’s flow and settings. Once you’re satisfied, activate the sequence. All emails will appear as a single threaded conversation in the Conversations section of your CRM.

Step 8: View Statistics

To analyze performance, click the three-dot menu next to your sequence in the list view. Here, you can access statistics for individual email steps and overall sequence actions. You can also review broader metrics in the email marketing statistics dashboard.

How to Pause an Email Sequence

You can move a published sequence back to draft mode to pause it. However, contacts who become eligible for the next step while the sequence is paused will be skipped. For example, if Email 2 is set to send only after Email 1 is opened, and a contact opens Email 1 while the sequence is paused, they will not receive Email 2.

Note: Once the first email in Step 1 has been sent, you cannot pause the sequence to edit the trigger or Email Step 1.

Frequently Asked Questions

What happens if a contact replies?

If Stop on Reply is enabled, the sequence will automatically stop for that contact.

Can I send both designed and plain text emails?

Yes, sequences support both designed templates and plain text emails.

Can I control who receives each email?

Yes, you can apply conditions to each step, such as sending based on open or delivery status.

How do I track performance?

You can view metrics at the sequence level and for individual steps. Access statistics via the three-dot menu → Statistics.

Will emails appear as separate messages?

No, emails are sent as part of a single threaded conversation to maintain context.