Agentic CRM
Building a sequence
Creating a sequence in the organisation or a tribe: the step types, delays, copy variants, personalisation mode, sharing and the settings that govern sending.
Last updated September 7, 2026
A sequence is a template: the steps every contact will receive, in order, with the delay between them. The organisation builds sequences under its CRM and shares them with tribes; a tribe can build its own. Nothing is sent when you build a sequence - sending starts only when a rep starts it for a particular contact.
Creating one
- Select Sequences in the CRM menu, then New sequence.
- Give it a name and a short description. The description shows on the list and in the dialog reps choose from, so say who it is for.
- Add steps in the order they should happen. Each step has a type, a name, and the number of days after the previous step.
- Set the personalisation mode, sharing and sending settings described below.
- Set the status to Active when it is ready. A sequence must have at least one step before it can be turned on.
Step types
| Step | What happens | What you write |
|---|---|---|
| Sent from the rep's own connected mailbox, threaded onto the first email so the contact sees one conversation | Subject and body | |
| Text message | Sent from the tribe's SMS number. Offered only when the tribe has a number | The message |
| Call | Creates a call task for the rep and waits until it is marked done | A task title and notes on what to say |
| Creates a to-do task holding the message for the rep to paste into LinkedIn, and waits until it is done | A task title and the message | |
| To-do | Creates a general task and waits | A task title and notes |
| Wait | Pauses for the number of days set | Nothing |
Delays count from when the previous step happened, not from the start. A call step's delay counts from the moment the rep marks the call done.
Merge fields and prompts
Write a contact's details into the copy with the merge-field chips under each editor, such as {{contact.first_name}} and {{company.name}}. Anything else you put in double braces, such as {{specific trigger}}, is a prompt: a gap the rep must fill in for that contact before the sequence can start. See Merge fields and prompts for the full list.
Copy variants
An email step can carry named variants - alternative subject and body pairs. When a rep starts the sequence they pick the variant that fits the contact. Use them for the same touch aimed at different roles or situations rather than building several near-identical sequences.
Personalisation mode
- Send as written. Steps go out as the template says, once the rep has filled any prompts.
- Review every step. The rep must read and mark every step Ready before the sequence can start. Use this for highly targeted outreach where every message should be checked.
Sharing
An organisation sequence can be shared with all tribes, selected tribes, or kept unshared. A tribe sees shared sequences on its own Sequences page marked "Shared by organisation", can start them for contacts, but cannot edit them; it can select Copy to my tribe to get its own editable version. The organisation sees every tribe's own sequences too, can pause them, and can select Copy to the organisation to turn a good tribe sequence into a template for everyone.
Sending settings
| Setting | What it does |
|---|---|
| Send window | Emails and texts go out only between these times in the tribe's timezone; a step that comes due outside the window waits for it |
| Business days only | Nothing is sent at the weekend |
| Daily send limit | The most sequence emails one rep sends in a day; steps beyond it wait for tomorrow |
| Skip on recent activity | If the contact has been in touch within the number of days set, the step is held rather than sent on top of a live conversation |
| Re-enrolment cooldown | How many days must pass before the same contact can be put into this sequence again |
| Stop on opportunity / meeting | End the sequence when an opportunity is created or a meeting booked for the contact |
| Marketing stream | Marks the sequence as commercial email. Every email then carries the unsubscribe link, and the rep must confirm consent when starting it |