15.1 Overview

Follow-Up Sequences allow AIUNIFY Call Center customers to automate continued communication with contacts after a call outcome or other qualifying event.

Instead of manually remembering when to call, text, or contact each lead again, a customer can create a sequence containing several timed steps.

A sequence may include:

1. Automated follow-up calls
2. SMS messages
3. Email actions
4. Waiting periods
5. External webhook actions
6. Smart timing based on contact behavior
7. Multiple follow-up stages
8. Automatic enrollment after call outcomes
9. Manual contact enrollment
10. Enrollment progress tracking
11. Completion and conversion reporting

Follow-Up Sequences are designed to help businesses maintain consistent outreach without requiring an agent to manually schedule every follow-up activity.

15.2 What Is a Follow-Up Sequence?

A Follow-Up Sequence is an automated workflow made up of one or more steps.

Each step defines:

1. What action should occur
2. How long the system should wait before performing it
3. The position of the step in the sequence
4. Any available action-specific configuration

For example, a No Answer sequence could be configured as follows:

1. Wait 24 hours.
2. Attempt another call.
3. Wait another 24 hours.
4. Send an SMS message.
5. Wait two days.
6. Attempt a final call.

Once an eligible contact is enrolled, AIUNIFY Call Center tracks the contact’s current step, completed steps, next scheduled action, and overall enrollment status.

15.3 Benefits of Follow-Up Sequences

Follow-Up Sequences can help a business:

1. Respond consistently to call outcomes
2. Reduce missed follow-up opportunities
3. Contact leads at better times
4. Standardize sales procedures
5. Automate callback reminders
6. Nurture interested prospects
7. Reattempt unanswered calls
8. Coordinate calls and messages
9. Reduce repetitive agent work
10. Track contact progress
11. Measure sequence performance
12. Identify converted contacts

Sequences are most effective when the timing, content, and number of follow-up attempts match the business’s actual customer-engagement strategy.

15.4 Requirements for Using Sequences

Before creating or activating a sequence, confirm that the account has:

1. An active AIUNIFY Call Center account
2. Permission to access Follow-Up Sequences
3. Customer-owned contacts
4. At least one eligible campaign when campaign-based enrollment is used
5. Valid telephone numbers for call or SMS actions
6. An assigned Voice-capable number for calls
7. An assigned SMS-capable number for text messages
8. Sufficient credits
9. Active provider configuration
10. Proper consent to contact recipients
11. A working background-processing system

Email actions require valid mail configuration.

Webhook actions require an accessible external destination and any necessary technical configuration.

15.5 Opening Follow-Up Sequences

To open the sequence area:

1. Sign in to AIUNIFY Call Center.
2. Open the main navigation menu.
3. Locate Follow-Up Sequences, Sequences, or the applicable automation section.
4. Select Sequences.

The sequence page is located at:

Customers see sequences belonging to their own account.

Agents may see sequence information belonging to their parent Customer account when their assigned access permits it.

15.6 Understanding the Sequences Page

The main Sequences page displays the workflows associated with the Customer account.

Each sequence may show:

1. Sequence name
2. Description
3. Trigger type
4. Active or inactive status
5. Smart Timing status
6. Priority
7. Number of steps
8. Number of enrollments
9. Total enrolled
10. Total completed
11. Total converted
12. Conversion rate
13. Creation date
14. Available actions

The page may also display overall account statistics.

15.7 Sequence Summary Statistics

The summary area may include:

Total Sequences

The number of sequences owned by the Customer account.

Total Enrolled

The total number of enrollment records across the Customer’s sequences.

Total Converted

The number of enrollments marked as Converted.

Average Conversion Rate

A calculated conversion measurement across the Customer’s sequence activity.

The current implementation calculates its primary conversion measurement using converted enrollments compared with completed enrollments.

Review the underlying enrollment counts when interpreting the percentage.

15.8 Searching for a Sequence

To locate a sequence:

1. Open the Sequences page.
2. Enter part of the sequence name or description in the Search field.
3. Review the matching results.

The search checks both:

1. Sequence name
2. Sequence description

Clear the Search field to return to the full list.

15.9 Filtering Sequences by Status

Sequences may be filtered by their current activation status.

Active

Shows sequences that can accept new matching enrollments.

Inactive

Shows sequences that are not currently accepting new automatic enrollments.

To apply a status filter:

1. Open the status dropdown.
2. Select Active or Inactive.
3. Review the updated results.
4. Return the filter to All when finished.

15.10 Filtering by Trigger Type

The page may also allow sequences to be filtered according to their trigger.

Available trigger filters include:

1. No Answer
2. Interested
3. Callback Requested
4. Not Interested
5. Manual
6. Completed

Trigger filtering is useful when the account contains several workflows designed for different contact outcomes.

15.11 Creating a New Sequence

To create a sequence:

1. Open the Sequences page.
2. Click Create Sequence or New Sequence.
3. Enter the basic information.
4. Select the trigger type.
5. Choose whether Smart Timing should be enabled.
6. Set the sequence priority.
7. Add and configure the sequence steps.
8. Review the step order.
9. Decide whether the sequence should be active immediately.
10. Click Create Sequence or Save.

After saving, the system returns to the sequence list or opens the new sequence.

15.12 Entering the Sequence Name

The Sequence Name identifies the workflow.

Use a name that clearly explains:

1. Why the sequence exists
2. Which contacts should enter it
3. The expected outcome
4. The department or campaign using it

Examples include:

The name is required and may contain up to 255 characters.

Short, descriptive names are easier to locate and understand.

15.13 Writing the Description

The Description field explains the purpose of the sequence.

A useful description may identify:

1. The target audience
2. The qualifying call outcome
3. The intended result
4. The department responsible
5. The expected communication schedule

Example:

The description is optional but recommended when the account contains several similar sequences.

15.14 Understanding Trigger Types

The Trigger Type determines what event makes a contact eligible for the sequence.

Available trigger types are:

1. No Answer
2. Interested
3. Callback Requested
4. Not Interested
5. Manual
6. Completed

Select the trigger that best represents the reason for the follow-up workflow.

15.15 No Answer Trigger

Use No Answer when the sequence should follow up after a contact does not answer a call.

A No Answer sequence may include:

1. Another call after 24 hours
2. An SMS explaining why the business called
3. A second call at a different time
4. A final contact attempt
5. A waiting period before closing the follow-up

Avoid calling too frequently.

Repeated calls within a short period may produce complaints or reduce the likelihood of a response.

15.16 Interested Trigger

Use Interested when the contact expresses positive interest during a call.

Interest may be identified through:

1. Call outcome
2. Sentiment analysis
3. Agent disposition
4. DTMF response
5. Other supported call data

An Interested sequence may include:

1. A confirmation SMS
2. A sales follow-up call
3. An appointment reminder
4. A message containing next steps
5. A webhook to an external CRM

Use this trigger for contacts who need continued assistance rather than immediate closure.

15.17 Callback Requested Trigger

Use Callback Requested when a contact asks to be contacted again.

A callback sequence may include:

1. A waiting period
2. A scheduled follow-up call
3. An SMS reminder
4. A second attempt if the callback is unanswered
5. An external notification

The sequence delay should reflect the time requested by the contact whenever that information is available.

Do not substitute a generic delay when the contact requested a specific callback time.

15.18 Not Interested Trigger

Use Not Interested carefully.

This trigger may be appropriate for:

1. A confirmation message
2. A final courtesy communication
3. An internal update
4. A webhook to update an external CRM
5. A waiting period before future review

Do not use a Not Interested sequence to continue aggressive promotional contact.

Respect opt-out requests and applicable consent requirements.

15.19 Manual Trigger

Use Manual when contacts should be enrolled deliberately by a user rather than automatically through a call outcome.

Manual sequences are useful for:

1. Selected high-value leads
2. Special follow-up programs
3. Escalated customer cases
4. Contacts imported from another source
5. One-time outreach projects
6. Contacts chosen by a supervisor

Manual enrollment gives the Customer greater control over who enters the workflow.

15.20 Completed Trigger

Use Completed when the follow-up should begin after a completed call or completed workflow.

A Completed sequence may be used for:

1. Customer satisfaction follow-up
2. Post-call confirmation
3. Appointment instructions
4. Survey requests
5. Next-step communication
6. Documentation reminders

Confirm how the business defines a completed interaction before activating this trigger.

15.21 Smart Timing

Smart Timing allows AIUNIFY Call Center to optimize follow-up scheduling using available contact and calling data.

When enabled, the system may consider previous successful connection patterns to determine more effective contact times.

Smart Timing can help:

1. Improve answer rates
2. Avoid repeatedly calling at ineffective times
3. Personalize outreach schedules
4. Use historical engagement information
5. Reduce wasted call attempts

Smart Timing works best after sufficient call history has been collected.

A new contact with no prior activity may not have enough information for a highly personalized schedule.

15.22 Enabling Smart Timing

To enable Smart Timing:

1. Open the Create or Edit Sequence page.
2. Locate Use Smart Timing.
3. Turn the option on.
4. Save the sequence.

The current builder enables Smart Timing by default when creating a new sequence.

Turn it off when the business requires exact fixed delays without timing optimization.

15.23 Understanding Sequence Priority

Priority controls which matching sequence should receive greater consideration when multiple active sequences may apply.

The available priority range is:

A higher number represents a higher priority.

For example:

1. Priority 10: Highest urgency
2. Priority 5: Standard priority
3. Priority 1: Lowest priority

The default priority is:

Use higher priorities for workflows such as:

1. Requested callbacks
2. Urgent customer issues
3. Highly qualified leads
4. Time-sensitive follow-ups

Do not assign priority 10 to every sequence.

Priority is useful only when different workflows have meaningful differences.

15.24 Activating a Sequence During Creation

The Create Sequence page includes an Active control.

Active During Creation

The sequence may begin accepting eligible contacts immediately after it is saved.

Inactive During Creation

The sequence is saved but does not accept new automatic enrollments.

Keeping a sequence inactive initially is recommended when:

1. Steps have not been tested
2. Message content requires approval
3. Provider configuration is incomplete
4. Telephone numbers have not been confirmed
5. Webhook destinations have not been tested
6. Timing requires review

15.25 Understanding Sequence Steps

Steps define what happens after a contact enters a sequence.

Each step contains:

1. Step name
2. Delay amount
3. Delay unit
4. Action type
5. Step position
6. Available action configuration

A sequence must contain at least one step.

The default new sequence begins with one step named:

The default delay is:

The default action is:

15.26 Naming a Step

Give each step a name that explains its purpose.

Examples include:

Clear step names make the sequence easier to review and troubleshoot.

15.27 Setting the Delay Amount

The Delay Amount determines how long the system waits before the step becomes due.

The amount must be zero or greater.

Examples include:

1. 30 minutes
2. 2 hours
3. 24 hours
4. 3 days

The delay should provide enough time for the contact to respond without allowing the opportunity to become stale.

A delay of zero may cause a step to become due immediately after the preceding sequence event.

Use immediate steps carefully.

15.28 Selecting the Delay Unit

Available delay units are:

Minutes

Use Minutes for short operational pauses or urgent follow-up.

Hours

Use Hours for same-day or next-day outreach.

Days

Use Days for longer sales, support, or nurturing workflows.

The delay unit works together with the Delay Amount.

For example:

means that the system waits approximately 24 hours before the step is due.

15.29 Call Action

The Call action is intended to initiate an automated telephone follow-up.

Before using it, confirm:

1. The contact has a valid telephone number
2. The Customer has an assigned Voice-capable number
3. The campaign or calling context is valid
4. The connected provider is active
5. Geographic permissions allow the destination
6. Sufficient credits are available
7. Applicable consent requirements are satisfied

A failed call step may be recorded as unsuccessful and may require administrative review.

15.30 SMS Action

The SMS action is intended to send a text-message follow-up.

Before using it, confirm:

1. The contact has a valid mobile or SMS-capable number
2. The Customer has an assigned SMS-capable sender number
3. SMS provider configuration is active
4. The message content has been approved
5. Consent and opt-out requirements are satisfied
6. Sufficient credits are available

The underlying sequence structure supports SMS action configuration, including message information.

The standard builder may provide limited action-specific fields in the current release.

15.31 Email Action

The Email action represents an email follow-up step.

Email delivery requires:

1. A valid contact email address
2. Proper platform mail configuration
3. Approved sender information
4. Suitable subject and body content
5. Consent when required

The sequence builder includes Email as an action type, but the standard customer interface may not expose a complete email-content editor in the current release.

Test email actions before using them with live contacts.

15.32 Wait Action

The Wait action creates a pause in the workflow without sending a communication.

Use Wait when the sequence should:

1. Allow time for a response
2. Separate two communication stages
3. Delay escalation
4. Prevent calls from occurring too close together
5. Create a cooling-off period

A Wait action can make the sequence easier to understand when a timing period represents a distinct stage.

15.33 Webhook Action

The Webhook action is intended to send information to an external system.

A webhook may be used to:

1. Update an external CRM
2. Notify another application
3. Create a task
4. Send a lead event
5. Start another workflow
6. Record a sequence milestone

Webhook actions require:

1. A valid destination URL
2. Proper authentication when required
3. An available external system
4. A compatible data format
5. Technical testing

The current customer builder may not provide every advanced webhook field directly in the interface.

Developer or administrator configuration may be required.

15.34 Adding Another Step

To add a step:

1. Open the Create or Edit Sequence page.
2. Scroll to the Steps section.
3. Click Add Step.
4. Enter the step name.
5. Select the delay.
6. Select the action type.
7. Repeat for additional steps.

There is no benefit to adding unnecessary steps.

Each extra call, message, or external action can increase cost and customer-contact frequency.

15.35 Reordering Steps

The sequence builder includes Up and Down controls.

To reorder a step:

1. Locate the step.
2. Click the Up arrow to move it earlier.
3. Click the Down arrow to move it later.
4. Review the complete workflow after moving it.
5. Save the sequence.

Step order determines the order in which the actions are processed.

A correct delay with an incorrect position can still produce the wrong workflow.

15.36 Removing a Step

To remove a step:

1. Locate the step.
2. Click the Delete or Trash icon.
3. Confirm that the step is no longer required.
4. Review the remaining order.
5. Save the sequence.

A sequence must retain at least one valid step.

Exercise caution when editing a sequence that already has active enrollments.

15.37 Reviewing the Sequence Before Saving

Before saving, verify:

1. Sequence name
2. Description
3. Trigger type
4. Smart Timing selection
5. Priority
6. Active status
7. Number of steps
8. Step order
9. Delay amounts
10. Delay units
11. Action types
12. Required numbers
13. Required messages
14. Required integrations
15. Compliance requirements

Use an inactive test sequence before launching a complex workflow.

15.38 Saving the Sequence

After reviewing the sequence:

1. Click Create Sequence or Save Sequence.
2. Wait for validation.
3. Correct any displayed errors.
4. Confirm that the sequence appears on the main page.

The system validates:

1. Required name
2. Valid trigger
3. Priority range
4. At least one step
5. Valid delays
6. Valid action types

15.39 Viewing a Sequence

To view sequence details:

1. Open the Sequences page.
2. Locate the sequence.
3. Select the sequence name or View action.

The Sequence Details page may display:

1. Sequence status
2. Trigger type
3. Priority
4. Smart Timing setting
5. Sequence steps
6. Enrollment statistics
7. Recent enrollments
8. Step performance
9. Activation controls
10. Edit controls

15.40 Activating an Existing Sequence

To activate an inactive sequence:

1. Open the Sequences page or Sequence Details page.
2. Select Activate.
3. Review the confirmation.
4. Confirm activation.

After activation, new contacts matching the selected trigger may be enrolled automatically.

Activation does not retroactively guarantee that all older matching contacts will be enrolled.

15.41 Deactivating a Sequence

To deactivate an active sequence:

1. Open the sequence.
2. Select Deactivate.
3. Review the confirmation.
4. Confirm deactivation.

Deactivation prevents new matching contacts from being automatically enrolled.

Important: Existing active enrollments continue through their remaining steps unless they are individually paused, stopped, completed, or converted.

Deactivation is not the same as stopping all enrolled contacts.

15.42 Editing a Sequence

To edit:

1. Open the Sequences page.
2. Locate the sequence.
3. Select Edit.
4. Update the required fields.
5. Review all steps.
6. Save the changes.

Editing may allow changes to:

1. Name
2. Description
3. Trigger
4. Active status
5. Smart Timing
6. Priority
7. Steps
8. Delays
9. Action types

15.43 Editing Steps with Active Enrollments

Use caution when changing a sequence that already contains active enrollments.

When the step list is submitted during an update, the current backend replaces the existing stored steps with the newly submitted step list.

This can affect contacts already progressing through the sequence.

Before major changes:

1. Review active enrollments.
2. Consider deactivating the sequence.
3. Pause or stop affected enrollments when necessary.
4. Record the existing step structure.
5. Make the changes.
6. Test the revised sequence.
7. Reactivate it after validation.

For major workflow changes, creating a new sequence may be safer than restructuring an active one.

15.44 Deleting a Sequence

To delete:

1. Open the Sequences page.
2. Locate the sequence.
3. Select Delete.
4. Review the warning.
5. Confirm deletion.

Deletion is treated as an action that cannot be undone through the normal interface.

The sequence uses soft deletion internally, but customers should still treat the action as permanent.

15.45 Sequence Cannot Be Deleted

The system prevents deletion when the sequence has active enrollments.

An error may state:

To resolve it:

1. Deactivate the sequence to prevent new enrollments.
2. Open the enrollment list.
3. Review each active enrollment.
4. Allow it to complete, or pause or stop it.
5. Confirm that no Active enrollments remain.
6. Attempt deletion again.

Deactivation alone does not remove the active-enrollment restriction.

15.46 What Is a Contact Enrollment?

An enrollment connects one contact to one Follow-Up Sequence.

The enrollment records:

1. Sequence
2. Contact
3. Campaign contact
4. Campaign
5. Current status
6. Current step
7. Steps completed
8. Next step date
9. Enrollment date
10. Last step date
11. Completion date
12. Stop reason
13. Execution history
14. Additional metadata

Each enrolled contact progresses independently.

One contact may be at Step 1 while another contact in the same sequence is at Step 3.

15.47 Automatic Enrollment

Automatic enrollment occurs when:

1. A qualifying call or event occurs.
2. The system determines the outcome.
3. An active sequence matches the outcome.
4. The contact and campaign relationship are valid.
5. The contact is not already enrolled in a conflicting way.
6. Sequence capacity has not been reached.
7. An enrollment record is created.
8. The first step is scheduled.

Possible automatic triggers include:

1. No Answer
2. Interested
3. Callback Requested
4. Not Interested
5. Completed

15.48 Manual Enrollment

Manual enrollment allows an authorized user to place a selected contact into a sequence.

The process requires:

1. An eligible contact
2. An active or selected sequence
3. A campaign-contact relationship
4. Optional enrollment metadata

To enroll manually:

1. Open the contact or compatible campaign-contact record.
2. Select the enrollment option.
3. Choose the sequence.
4. Confirm the associated campaign contact.
5. Submit the enrollment.
6. Review the sequence’s enrollment list.

The exact manual-enrollment button may depend on the current page and permissions.

15.49 Manual Enrollment Fails

A manual enrollment may fail when:

1. The contact is already enrolled
2. The sequence has reached its maximum capacity
3. The sequence belongs to another Customer
4. The campaign contact is invalid
5. The contact record is missing
6. The user lacks permission
7. Required data was not supplied

Review the contact’s existing enrollments before trying again.

15.50 Enrollment Statuses

The system uses several enrollment statuses.

Active

The enrollment is currently progressing through its sequence.

Only Active enrollments are eligible to execute due steps.

Paused

The enrollment remains stored, but automatic step execution is temporarily suspended.

Completed

All required sequence steps have completed.

Converted

The contact achieved the desired conversion result.

Stopped

The enrollment was deliberately ended before normal completion.

15.51 Active Enrollment

An Active enrollment may display:

1. Current step
2. Steps completed
3. Next scheduled action
4. Enrollment date
5. Most recent step
6. Campaign
7. Contact information

The background sequence processor checks Active enrollments whose next action is due.

15.52 Pausing an Enrollment

Pause an enrollment when the contact should temporarily stop receiving sequence activity.

Possible reasons include:

1. Contact asked for more time
2. Internal review is required
3. Customer issue is unresolved
4. Telephone number must be corrected
5. Credits are temporarily unavailable
6. A campaign is being reviewed

To pause:

1. Open the sequence.
2. Open the Enrollments section.
3. Locate the Active enrollment.
4. Select Pause.
5. Confirm the action.

The enrollment status changes to Paused.

15.53 Resuming an Enrollment

To continue a paused workflow:

1. Open the sequence enrollment list.
2. Locate the Paused enrollment.
3. Select Resume.
4. Confirm the action.

The enrollment returns to Active status.

Review the next scheduled step after resuming to make sure the timing remains appropriate.

15.54 Stopping an Enrollment

Stopping permanently ends that enrollment’s workflow.

To stop:

1. Open the enrollment.
2. Select Stop.
3. Enter the reason.
4. Confirm the action.

The reason is stored with the enrollment.

Examples of stop reasons include:

A stopped enrollment is not the same as a paused enrollment.

15.55 Pause Versus Stop

Pause

Use Pause when the sequence may continue later.

Stop

Use Stop when the enrollment should not continue.

A stopped enrollment normally requires a new enrollment if the contact needs to begin the sequence again later.

15.56 Deactivate Sequence Versus Pause Enrollment

These controls operate at different levels.

Deactivate Sequence

Prevents new automatic enrollments.

Existing active enrollments continue.

Pause Enrollment

Stops one specific enrolled contact from progressing temporarily.

Stop Enrollment

Ends one specific contact’s sequence permanently.

Choose the control based on whether the change should affect:

1. Future contacts
2. One current contact
3. All current contacts

The current interface provides individual enrollment controls rather than one universal stop-all command.

15.57 Current Step

The Current Step indicates the contact’s present position in the sequence.

A newly enrolled contact may initially show no completed current step while the first step is being scheduled.

After a step begins or completes, the current-step position updates according to the sequence engine.

15.58 Steps Completed

Steps Completed indicates how many sequence actions have already been processed for the contact.

This value helps determine whether the contact is:

1. Near the beginning
2. In the middle
3. Near completion
4. Finished

Compare it with the total number of sequence steps.

15.59 Next Step At

The Next Step At field identifies when the next sequence action is scheduled to become due.

A step does not execute before this time.

If the time has passed and the enrollment remains Active without progressing, the background sequence processor may require administrative review.

15.60 Enrollment Dates

Enrollment records may contain:

Enrolled At

When the contact entered the sequence.

Last Step At

When the most recent sequence action was processed.

Next Step At

When the next action becomes due.

Completed At

When the sequence reached a completed, converted, or stopped result.

These dates help troubleshoot delays and verify workflow timing.

15.61 Reviewing Sequence Enrollments

The Sequence Details page may display recent enrollments and enrollment statistics.

Enrollment information can include:

1. Contact name
2. Contact phone number
3. Campaign
4. Status
5. Current step
6. Steps completed
7. Next scheduled action
8. Enrollment date

The detailed enrollment API supports status filtering and paginated results.

The visual Sequence Details page may show a limited set of the most recent enrollments.

15.62 Enrollment Statistics

The Sequence Details page may display:

1. Total enrollments
2. Active enrollments
3. Completed enrollments
4. Paused enrollments
5. Converted enrollments
6. Conversion rate

Use these measurements to understand whether the workflow is progressing.

A high enrollment total with very few completions may indicate:

1. Delays are too long
2. Steps are failing
3. Processing is not running
4. Contacts are being paused
5. The workflow contains too many steps

15.63 Understanding Conversion Rate

The current sequence reporting compares Converted enrollments with Completed enrollments when calculating its displayed conversion rate.

Because of this implementation, review all three numbers:

1. Completed
2. Converted
3. Conversion rate

Do not evaluate performance using the percentage alone.

15.64 Step Performance

The sequence analytics may display performance for each step.

Step measurements can include:

Executed

How many times the step was processed.

Successful

How many executions completed successfully.

Failed

How many executions were recorded as failed.

Success Rate

The percentage of step executions that completed successfully.

A low success rate on one step may indicate a problem with:

1. Calling configuration
2. SMS capability
3. Email configuration
4. Webhook destination
5. Invalid contact data
6. Insufficient credits
7. Provider availability

15.65 Activating and Deactivating Without Losing History

Activating or deactivating a sequence does not remove its existing history.

The system retains:

1. Enrollments
2. Completion records
3. Conversion records
4. Step execution information
5. Sequence statistics
6. Contact relationships

This allows a customer to temporarily stop new enrollments without deleting historical results.

15.66 Sequence Capacity

The backend supports an optional maximum-enrollment setting.

When a sequence reaches its configured capacity, additional contacts may not be enrolled.

The standard customer builder may not display this advanced field in the current release.

If a contact cannot be enrolled and no duplicate enrollment exists, an administrator or developer may need to review the sequence’s capacity setting.

15.67 Trigger and Stop Conditions

The underlying sequence system supports structured trigger and stop-condition data.

These advanced conditions can be used to define more detailed workflow rules.

However, the current standard sequence builder primarily exposes:

1. Trigger type
2. Active status
3. Smart Timing
4. Priority
5. Steps

Advanced condition editing may require additional interface development or technical configuration.

15.68 Action Configuration Limitations

The system supports Call, SMS, Email, Wait, and Webhook action types.

The underlying step record can store action-specific configuration.

However, the standard builder may not currently display a complete configuration form for every action type.

For example, the customer interface may allow Email or Webhook to be selected without presenting every required delivery field.

Test each action type before relying on it in a live sequence.

15.69 Background Sequence Processing

Sequence actions are processed through background jobs.

The processor:

1. Finds Active enrollments whose next step is due.
2. Dispatches each enrollment for step processing.
3. Confirms that the enrollment is still Active.
4. Confirms that the scheduled time has arrived.
5. Identifies the current step.
6. Executes the action.
7. Records the outcome.
8. Schedules the next step when appropriate.

The system processes due enrollments in batches.

Individual step jobs may retry when an execution temporarily fails.

15.70 Delayed or Overdue Steps

An overdue enrollment may occur when:

1. The enrollment is Paused
2. The sequence is misconfigured
3. The background worker is not running
4. The scheduled processor is delayed
5. Provider configuration failed
6. Credits are insufficient
7. Contact data is invalid
8. The action repeatedly failed
9. The server was unavailable

If several Active enrollments remain overdue, contact the platform administrator.

15.71 Agent Access to Sequences

Agents work under a parent Customer account.

The sequence listing uses the parent Customer’s ownership when an Agent accesses it.

Depending on delegated permissions, Agents may be able to:

1. View Customer sequences
2. Review enrollment information
3. Review workflow progress
4. Work with contacts affected by sequences

Customers should retain control over sequence creation, structural editing, activation, and deletion unless an Agent has specifically been authorized to manage automation.

15.72 Recommended Sequence Design Practices

Begin with a simple sequence.

Use clear names.

Use descriptions that explain the purpose.

Start with two or three steps rather than a long workflow.

Test every action.

Use realistic delays.

Avoid excessive call frequency.

Use Smart Timing when sufficient history exists.

Use priority values consistently.

Keep inactive until testing is complete.

Review active enrollments before editing.

Respect consent and opt-out requests.

Monitor failures and overdue steps.

Compare conversion results over time.

15.73 Example: No Answer Follow-Up

A basic sequence could be configured as:

Trigger

No Answer

Priority

5

Smart Timing

Enabled

Step 1

Name: First Retry Call

Delay: 24 hours

Action: Call

Step 2

Name: Follow-Up Message

Delay: 24 hours

Action: SMS

Step 3

Name: Final Call Attempt

Delay: 2 days

Action: Call

This is only an example. The appropriate timing depends on the business, audience, and applicable communication rules.

15.74 Example: Callback Requested

Trigger

Callback Requested

Priority

9

Smart Timing

Disabled when the contact supplied an exact requested time

Step 1

Name: Requested Callback

Delay: Based on the agreed callback period

Action: Call

Step 2

Name: Missed Callback SMS

Delay: 30 minutes

Action: SMS

A contact’s requested time should take precedence over a generic Smart Timing recommendation.

15.75 Example: Interested Lead

Trigger

Interested

Priority

8

Step 1

Name: Confirmation Message

Delay: 10 minutes

Action: SMS

Step 2

Name: Sales Follow-Up

Delay: 1 day

Action: Call

Step 3

Name: CRM Notification

Delay: 0 minutes

Action: Webhook

Confirm that SMS and webhook details are fully configured before activation.

15.76 Troubleshooting: Sequence Does Not Trigger

Confirm:

1. The sequence is Active
2. The selected trigger matches the call outcome
3. The contact is associated with a campaign contact
4. The sequence belongs to the correct Customer
5. The contact is not already enrolled
6. Sequence capacity has not been reached
7. The call outcome was recorded correctly
8. Background processing is operating

15.77 Troubleshooting: Contact Cannot Be Enrolled

Possible causes include:

1. Existing enrollment
2. Sequence capacity reached
3. Invalid sequence
4. Invalid campaign contact
5. Contact belongs to another Customer
6. User lacks permission
7. Missing campaign association

Review the contact’s current sequence activity before creating another enrollment.

15.78 Troubleshooting: Deactivation Did Not Stop Messages

This is expected behavior when existing Active enrollments remain.

Deactivation prevents new enrollments but does not stop current ones.

Pause or stop the individual enrollments that should no longer continue.

15.79 Troubleshooting: Sequence Cannot Be Deleted

Confirm that no Active enrollments remain.

Deactivate the sequence first, then pause, stop, or allow active enrollments to complete.

Attempt deletion again after the active count reaches zero.

15.80 Troubleshooting: Steps Execute in the Wrong Order

Review:

1. Step order
2. Up and Down arrow changes
3. Delay amount
4. Delay unit
5. Whether an edit replaced the stored steps
6. Current-step values of existing enrollments

Existing enrollments may have been created under an earlier step structure.

15.81 Troubleshooting: A Step Fails

Confirm the requirements for the selected action.

Call

Check phone number, Voice capability, credits, provider configuration, and geographic permissions.

SMS

Check SMS capability, recipient format, message configuration, and credits.

Email

Check contact email address and mail configuration.

Webhook

Check destination URL, authentication, availability, and expected payload.

15.82 Troubleshooting: Smart Timing Has No Effect

Smart Timing may have limited information when:

1. The contact is new
2. There is little call history
3. No successful connection patterns exist
4. The workflow uses immediate delays
5. The action is not a call
6. The timing optimizer has insufficient data

Allow additional call history to accumulate or use fixed timing.

15.83 Troubleshooting: Analytics Show Zero

Confirm:

1. Contacts were enrolled
2. Steps were processed
3. Enrollment statuses were updated
4. The correct Customer account is signed in
5. Filters are not hiding the sequence
6. The background processor is operating
7. The sequence contains execution data

New sequences naturally begin with zero statistics.

15.84 Troubleshooting: Conversion Rate Looks Unusual

The current implementation compares Converted enrollments with Completed enrollments.

Review the actual counts rather than relying only on the percentage.

A small number of completed records can produce a large change in the displayed rate.

15.85 Troubleshooting: Agent Cannot Access Sequences

Confirm:

1. The Agent is Active
2. The Agent belongs to the correct Customer
3. The Agent has appropriate permissions
4. The Customer owns the sequence
5. The Agent signed out and back in after access changes

Customers should avoid granting structural sequence-management authority unless the Agent’s role requires it.

15.86 Follow-Up Sequence Readiness Checklist

Before activating a sequence, confirm:

1. The name clearly identifies the workflow.
2. The description explains its purpose.
3. The correct trigger is selected.
4. Priority is appropriate.
5. Smart Timing is intentionally enabled or disabled.
6. At least one step exists.
7. Step names are clear.
8. Steps are in the correct order.
9. Delay amounts are reasonable.
10. Delay units are correct.
11. Call numbers support Voice.
12. SMS numbers support SMS.
13. Email delivery is configured when used.
14. Webhook destinations are tested when used.
15. The account has sufficient credits.
16. Recipient consent requirements are satisfied.
17. The workflow was tested while inactive.
18. Existing enrollments were reviewed before editing.
19. Background processing is operational.
20. A responsible user will monitor results.

15.87 Chapter Summary

Follow-Up Sequences automate continued contact after call outcomes and other qualifying events.

Customers can create sequences triggered by No Answer, Interested, Callback Requested, Not Interested, Manual, or Completed outcomes.

Each sequence contains one or more ordered steps with delays measured in minutes, hours, or days. Supported action types include Call, SMS, Email, Wait, and Webhook.

Smart Timing can use available contact history to improve scheduling. Priority values from 1–10 help determine which workflow should receive greater consideration when several sequences match.

Activating a sequence allows new matching contacts to be enrolled. Deactivating it prevents new enrollments but does not stop existing active enrollments.

Individual enrollments can be Active, Paused, Completed, Converted, or Stopped. Customers can pause, resume, or stop individual enrollments as needed.

The Sequence Details page provides enrollment counts, conversion measurements, recent enrollment activity, and step-performance statistics.

Customers should test sequences before activation, use reasonable communication timing, monitor failures, respect consent requirements, and carefully review active enrollments before changing the sequence’s step structure.