Agentic CRM
When a contact replies, and stopping a sequence
Everything that pauses or ends a running sequence, what the rep is told, and the Edit, Pause, Resume and Stop controls on the contact, and pausing for a set number of days.
Last updated October 14, 2026
A sequence is meant to stop the moment a real conversation begins. Several things pause or end it automatically; the rep can also edit, pause or stop it at any time from the contact.
The strip on the contact
While a sequence is running, a strip under the contact's name shows its name, its status, how many steps have gone and what comes next, with three controls:
- Edit opens every step that has not happened yet. Change the subject, message or delay of any of them and select Save step; the rest of the run is untouched. Stop sequence is available in the same dialog.
- Pause holds the sequence where it is. Choose how long from the list: 1 day, 3 days, 1 week or 2 weeks, type a number of days (up to 365), or choose Until I resume it. Nothing is sent while it is paused. A pause with a length resumes on its own when the time is up, and the status reads, for example, "Paused until 26 Sep, 10:00 am"; select Resume at any time to pick it up sooner. To change how long a sequence you paused stays paused, select Change pause next to Resume and choose a new length; the new length counts from today, and the sequence stays paused while you change it, so nothing is sent in between. If the sequence was waiting on a task when you paused it, resuming it keeps that same task open rather than raising a new one.
- Stop ends it for good after a confirmation. What has already gone stays in the contact's history. If the sequence was waiting on a call, LinkedIn or to-do task, that task is removed from the rep's task list, unless it had already been marked Completed.
Finished and stopped sequences stay on the Sequences card of the contact's Automations tab, step by step, so you can see what went and when.
What pauses a sequence automatically
| Event | What happens | What the rep sees |
|---|---|---|
| The contact replies to a sequence email | The sequence pauses, a task is raised for the rep and a notification is sent | Paused - they replied |
| A send fails, for example the mailbox has disconnected | The sequence pauses and the rep is notified | Paused - a send failed |
| The task a call, LinkedIn or to-do step is waiting on is deleted | That step is skipped, the sequence pauses and the rep is notified | Paused — its task was deleted |
| The tribe's Agentic CRM package ends | Every running sequence in the tribe pauses | Paused - Agentic CRM is not active |
| The rep selects Pause and a length | The sequence holds, then resumes on its own at the end of that time | Paused until the date and time it resumes |
| The rep selects Pause, then Until I resume it | The sequence holds until someone resumes it | Paused |
Only a pause the rep gave a length resumes on its own. A sequence paused by a reply, a failed send, a deleted task or the package ending waits for someone to look at why: once the reply has been dealt with, the mailbox reconnected, or the package reactivated, select Resume on the strip. After a deleted task, Resume carries on with the step after the one that was skipped; see Call and LinkedIn steps. If the sequence itself has been set to Paused or back to Draft on the Sequences page, Resume is refused with a message saying so: set the sequence back to Active first, then resume the contact.
What ends a sequence automatically
- An opportunity is created for the contact, if the sequence is set to stop on opportunity.
- A meeting is booked with the contact, if the sequence is set to stop on meeting.
- The contact unsubscribes through the link on a sequence email.
- The sequence itself is deleted.
When a sequence ends in any of these ways while it is waiting on a call, LinkedIn or to-do task, the task stays on the rep's task list with anything they wrote on it. The sequence has ended, so completing the task moves nothing on. Close it or delete it yourself when you are done with it. Stopping a sequence yourself is different: the task is removed, and the confirmation says so before you choose Stop.
Where replies land
Replies arrive in the rep's own mailbox as normal, and are also recorded on the contact's Communications tab because the mailbox is connected to the CRM. Reply detection depends on that connection, so a rep whose mailbox has disconnected should reconnect it before starting sequences.