Manage a running sequence

Once a sequence is active, use this to see who is in it, change it, and check how each email performs.

Before you start

• You need a sequence. See Create a welcome sequence.

See who is in a sequence

1. 1Open Sequences and click the eye icon on the sequence.
2. 2Check Enrolled, Completed and Steps at the top. Enrolled counts people still moving through it, including anyone held by a pause.
3. 3Under Enrollments, each row shows a subscriber ID, Status, the Enrolled date and Next send. Paused with held means the pause is holding them. Exited shows why they left, such as clicked a link or removed by hand.
4. 4To remove one person, click the X on their row. They leave and get no more emails from this sequence.

Enroll people by hand

Everyone enrolled starts at the first step now. Only active subscribers who match the sequence's Audience are enrolled. People who already went through it are skipped unless the sequence lets people go through again. A segment is enrolled up to 5,000 people at a time: if the line says there are more, click Enroll again.

1. 1Open the sequence. It must be active: Enroll people only shows then.
2. 2Click Enroll people.
3. 3Choose A segment and pick one, or choose Pick subscribers, search by email or name, and tick the people you want.
4. 4Click Enroll. A line under the form says how many were enrolled, how many were already in it, how many already went through it, and how many weren't eligible.

Pause and resume a sequence

Pausing holds everyone where they are. Nobody gets an email from it, nobody new enters, and nobody is removed. Opens and clicks on emails already sent still count, so exit conditions still apply.

Resuming carries everyone on from the step they were on. Their next email is pushed back by however long the sequence was paused: someone with one day left on a three-day wait still waits one day. It then moves to the next send day and time your schedule allows.

1. 1Click the pause icon on the card, or Pause on the sequence page.
2. 2To carry on, click the play icon, or Resume on the sequence page.

Opens, clicks and Branch steps

Opens and clicks are tracked on every sequence email and recorded against the step that sent it. They drive the sequence's exit conditions and Branch steps.

A Branch step on a Multi-stage canvas sends people down clicked if they clicked the last email before it, otherwise down opened if they opened it, otherwise down else. It checks the moment someone reaches it, so put a Wait step between the email and the Branch to give people time to open.

Connect Start on the canvas to the first step before you click Save. Start shows the sequence's trigger. It isn't an email, so it is never sent.

Edit a sequence

Changes apply to people already in the sequence from their next step. If you delete a step someone is waiting on, their enrollment ends and shows as completed.

1. 1Click the edit icon on the card, or Edit on the sequence page.
2. 2Make your changes and go through to Review.
3. 3Click Save changes. Multi-stage sequences open on a canvas instead. See workflow builder.

Read sequence analytics

1. 1On Sequences, click Analytics at the top.
2. 2Choose 7d, 30d, 90d, 1y or Custom for the date range.
3. 3Check the totals for Total sent, Unique opens and Unique clicks.
4. 4In Sequence performance, compare Sent, Delivered, Open rate, Click rate and Unsubs. Expand a sequence to see the same figures per step.

What happens next

A sequence ends for a subscriber after the last step, when they meet an exit condition, when you remove them, or when they stop being an active subscriber, such as after unsubscribing or a hard bounce. If you delete a sequence, you also delete its enrollment records.

What can go wrong

• No sequences with sends in this date range. means nothing went out in that period. Widen the range.
• If Next send has passed and nothing arrived, the send is being held and retried. See why a send stopped.
• Sequence emails don't appear under Broadcast. Their results are only here.