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.
Last updated September 7, 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. Nothing is sent or scheduled until you select Resume.
- Stop ends it for good after a confirmation. What has already gone stays in the contact's history.
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 tribe's Agentic CRM package ends | Every running sequence in the tribe pauses | Paused - Agentic CRM is not active |
| The rep selects Pause | The sequence holds until resumed | Paused |
A paused sequence never resumes on its own. Once the reply has been dealt with, the mailbox reconnected, or the package reactivated, select Resume on the strip.
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.
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.