CommunicationsOutbound

Campaign Sequences

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Sequences allow you to create sophisticated multi-step outreach flows in Advanced campaigns. Instead of a single call attempt, you can define multiple outreaches across one or more sequences — each with its own timing, script, and target segment.

Understanding Sequences

A sequence is a named flow that contains one or more outreaches (individual contact attempts). Each outreach specifies when to dial and which script to use.

ConceptDescription
SequenceA named flow with a description and timezone, containing one or more outreaches
OutreachA single touch point within a sequence — has its own timing and script
Default SequenceRequired catch-all that handles contacts not matched by other sequences
SegmentNon-default sequences must target a specific audience segment

Creating Sequences

Sequences are configured in the Sequences step of the Advanced campaign builder.

Getting Started

You have two options:

  • Create Sequence — Build a new sequence from scratch
  • Select Existing Sequence — Reuse a sequence already defined in your organization
Sequences step with Create Sequence option
Sequences step with Select Sequence option

Configuring a Sequence

Each sequence requires:

Sequence builder with name, timing, and outreach configuration
FieldRequirement
NameAt least 4 characters
DescriptionRequired
TimezoneRequired — controls when outreaches are scheduled
SegmentRequired for non-default sequences (the default sequence uses catch-all)

Adding Outreaches

Within each sequence, add one or more outreaches using Add Outreach. Each outreach needs:

Outreach configuration with timing type, delay, and script selection
SettingDescription
Timing TypeHow the outreach is scheduled
Date OffsetNumber of days from the campaign start
Delay DurationTime to wait before dialing
TimeSpecific time of day
ScriptWhich script Gail should use for this outreach

Timing Options

ApproachExample Use Case
Date OffsetSchedule an outreach for day 1, day 3, day 7 of a multi-day sequence
Delay DurationQuick follow-up within hours of a previous attempt
Specific TimeReach contacts at a particular time of day

Validation

The campaign builder validates that all sequences are complete before you can proceed:

  • At least one sequence must exist
  • Every sequence must have the required fields filled in
  • Each outreach must have valid timing and a script selected

Error messages reference specific sequence and outreach numbers (e.g., “Sequence 2: Outreach 1 — Script is required”) so you can locate and fix issues quickly.

AI-Assisted Sequences

Use Have Gail Help to have Gail review and suggest improvements to your sequences. Gail can analyze your sequence structure and recommend changes to timing, scripts, or outreach order.

Best Practices

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 sample 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