Campaign Sequences

Sequences allow you to create sophisticated multi-step outreach flows. Instead of a single call attempt, you can define a series of steps with different scripts, timing, and conditions.

Understanding Sequences

A sequence is a series of outreach steps that execute based on conditions:

Step 1: Initial Call
    ↓ (if no answer after 2 hours)
Step 2: Follow-up Call
    ↓ (if voicemail after 1 day)
Step 3: Final Attempt
    ↓ (if still no answer)
Sequence Complete

Each step can have:

• A specific script or approach
• Time delays before execution
• Conditions that trigger the next step

Creating a Sequence

Navigate to Sequences

1. Open your campaign
2. Go to Settings → Sequences
3. Click New Sequence or edit the default

Adding Steps

For each step in your sequence:

1. Click Add Step
2. Configure the step settings:

Setting Time Delays

Control how long to wait between steps:

Example Configuration:

1
Step 1: Initial Call
2
  - Delay: None (immediate)
3
  
4
Step 2: Same-Day Follow-up
5
  - Delay: 4 hours
6
  - Condition: No answer on Step 1
7
  
8
Step 3: Next-Day Attempt
9
  - Delay: 1 business day
10
  - Condition: Voicemail on Step 2

Defining Conditions

Conditions determine when a step executes based on previous results:

Condition Logic

Combine conditions with AND/OR logic:

• Any of - Step triggers if any condition is met
• All of - Step triggers only if all conditions are met

Example:

Trigger Step 2 if: (No Answer) OR (Voicemail) AND (Not Opted Out)

Sequence Templates

Start with pre-built templates for common scenarios:

Appointment Reminder Sequence

Day -3: Initial Reminder
  "Your appointment is in 3 days..."
  
Day -1: Confirmation Call
  Condition: No confirmation from Day -3
  "Just confirming your appointment tomorrow..."
  
Day 0: Day-of Reminder
  Condition: Confirmed
  "Quick reminder: your appointment is today at..."

Payment Follow-up Sequence

Day 1: Friendly Reminder
  "This is a courtesy call about your recent invoice..."
  
Day 7: Second Notice
  Condition: No payment received
  "Following up on invoice #..."
  
Day 14: Final Notice
  Condition: Still unpaid
  "This is an important call regarding your account..."

Lead Qualification Sequence

Immediate: Initial Outreach
  "Hi, I'm following up on your recent inquiry..."
  
4 Hours: Same-Day Follow-up
  Condition: No answer
  
1 Day: Next-Day Attempt  
  Condition: Voicemail or No answer
  
3 Days: Final Attempt
  Condition: Still not reached

Advanced Sequence Features

Branching Logic

Create different paths based on outcomes:

Step 1: Initial Call
    ├── Interested → Step 2A: Schedule Demo
    ├── Not Now → Step 2B: Future Follow-up (30 days)
    └── Not Interested → End Sequence

Dynamic Scripting

Use contact data to personalize each step:

"Hi {{first_name}}, this is {{agent_name}} calling about 
your {{product_name}} that's due for renewal on {{renewal_date}}."

Escalation Triggers

Automatically escalate to human agents:

Managing Sequences

Viewing Sequence Status

For each contact, see where they are in the sequence:

• Current step
• Next scheduled step
• Time until next attempt
• History of previous steps

Manual Intervention

Override sequence behavior for specific contacts:

• Skip step - Move to the next step immediately
• Pause - Hold the contact at current step
• Reset - Start the sequence over
• Complete - Mark as done regardless of outcome

Sequence Analytics

Track performance at each step:

Best Practices

Keep Sequences Focused

Each sequence should have a single goal:

• Appointment confirmation
• Payment collection
• Lead qualification

Don’t try to accomplish multiple objectives in one sequence.

Respect Contact Fatigue

Limit total attempts to avoid annoying contacts:

• Maximum 3-5 attempts for most campaigns
• Spread attempts over appropriate time periods
• Always provide opt-out options

Test Before Scaling

Run sequences with small groups first:

1. Test with 10-20 contacts
2. Review call recordings and outcomes
3. Adjust timing and scripts
4. Scale gradually

Monitor and Optimize

Regularly review sequence performance:

• Identify steps with high drop-off
• A/B test different approaches
• Adjust timing based on data

Next Steps

• Redialing Rules - Fine-tune retry behavior
• Creating Campaigns - Apply sequences to campaigns