Currently, when contacts experience errors in a sequence (i.e. the user’s inbox disconnects), then there is no easy way to get that group of contacts back into the sequence at the same step they left off at. We also enroll these contacts on behalf of our reps, but aren’t able to do so at a certain step so that leaves it up to the rep to handle.
Ideally, from the sequence window, you should be able to select the error group, like you can today, and click Resume once you have resolved the error to have them pick back up where they left off.
Here’s the workaround I’m using:
- Supply a report indicating the number of errors at each sequence step number stacked by the sequence name
- Supply an editable active list (segment) that contains a few variables:
- Sequence Name
- Enrolled By
- Last Executed Step Order
- Coach the reps on how to review the report and make updates to the list (segment) and then finally enroll the contacts at the right step