Sequences continue even after a person responds?

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New Contributor

Is there any way to have a sequence continue - even if a person responds to an email?

 

We have a sequence set up to teach people about a purchase they just made, but when they respond, the stop the traning emails from coming.

 

We'd like them to continue on if possible.

 

Thanks!

18 Replies 18
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Anonymous
Not applicable

Hey @MCogs 

 

When you enroll a contact in a Sequence, that Sequence will immediately execute the first step. 

 

Contacts will be unenrolled from sequences when any one of the following occurs:

  1. The contact replies to one of the emails in your sequence (note: the sequences tool detects automated out-of-office replies from Gmail or Outlook and they will not cause unenrollment). 
  2. The contact sends an email to you from an alias of the email address enrolled in the sequence. This activity will not appear on the contact's timeline. 
  3. The contact sets up a meeting with you or a member of your team using the meetings tool or a meeting has been scheduled with the contact.
  4. The contact is manually unenrolled from the sequence. To unenroll a contact, follow the instructions below.
  5. The contact's email address bounced, likely due to an incorrect email address.

Please note: deleting a sequence will not unenroll active contacts from the sequence. If you'd like to prevent any further steps in a sequence from executing for a contact, they will need to be manually unenrolled.

You can manually unenroll contacts from a sequence in one of three ways:

From the contact record

  • In your HubSpot Sales account, navigate to Contacts.
  • Search for the contact you want to unenroll and click the name of the contact.
  • On that contact's record, click Unenroll next to the enrolled in sequence alert beneath the contact photo/avatar.



From the Sequence page

  • In your HubSpot Sales account, navigate to Sales ToolsSequences.
  • Click the name of the sequence from which you'd like to unenroll your contact.
  • Click the Actions dropdown to the right of the contact you'd like to unenroll, then select Unenroll.

From the Gmail Sidebar

  • Within Gmail, compose a new email.
  • In the To (recipient) field, enter the email address of the contact you'd like to unenroll.
  • If you have Contact Profiles in Gmail enabled, you should see the HubSpot Sales Sidebar appear.
  • If your contact is currently enrolled in a sequence, you'll see a box that says Enrolled in sequence. Click Unenroll from sequence to remove the contact from the sequence.
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New Contributor

I am not trying to be "smart" here, but looks like an auto response? The question was not addressed. We would also like the flexibility to designate some sequences as continuing even if the customer responds...thanks!

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New Contributor

Did you get an answer on this?

0 Upvotes
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Community Manager

Hi all, 

 

Just to clarify it is not possible for a contact to continue on in a sequence after they respond. You could accomplish this by enrolling them in another sequence. 

 

As the success of a sequence is based upon the contact replying to an email, that is the purpose of the sequence.

 

Thank you,
Jenny


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0 Upvotes
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Occasional Contributor

HubSpot - Why not give us the option to control it?  Seems to be a feature that at least a few people would like to have.  It may not be the intended purpose by HS designes but there are customer use cases that could really use that control. Thanks!!

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Community Manager

Hi @CaptainWasHere 

 

Could you please give us more details is what would you like to control in sequences specifically? I can continue to investigate more about it.

 

Thank you.

Pam


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Occasional Contributor

Thanks for the explanation and summary, aoifemoon!

0 Upvotes
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Regular Contributor

Agree, we need a setting to force the continuation of sequences even if they clicked a link or sent an email.

 

We also use sequences for "drip training" where a client who recently purchased receives the training 1 email at a time. The trainings include links to learn more, media kit, referral, etc. and we don't want the sequence ending because they click one of the links.

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Occasional Contributor

Just curious, why wouldn't you use a workflow for this instead? We also do training emails, but we deliver ours through a workflow based on time passed/if an email was opened. 

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Occasional Contributor

Same here. We manage customer onboarding, training, and communications through workflows. The only customer comms that run through sequences are renewals

0 Upvotes
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Community Manager

Hello @ktfritchen 

 

My recommendation is to leave your comment on this idea here, Doing so will also auto-notify you if/when this functionality becomes available within HubSpot. You may read more about how that review process works here

 

Kindly,

Pam


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0 Upvotes
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New Contributor

I would actually like to know if you could stop a sequence from continuing if the current step isn't completed? Currently, the sequence will continue even if the first step has been completed. Salesloft has this option.

 

Also, gmail does allow embedded links so not sure why you don't allow this in emails. I'm tired of having to send emails out of Gmail just so I can't get my link in there. You guys have a way of doing everything backward when it comes to needs of salespeople. 

0 Upvotes
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New Contributor

+1 for me. We may have different email threads going with the same contact on different issues. However, we need to keep following up on a response for a specific thread. Stopping the sequence when the contact replies other emails isn't helpful. 

0 Upvotes
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Occasional Contributor

Thumbs up from me for this - it should be a choice!

0 Upvotes
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New Contributor

Yes this would be a preferred feature in sequences.

 

Not everyone uses or has access to workflows.

 

Being able to choose if a contact moves through a sequence even after a response should be our choice.

 

Some sequences are training or next step based, and regardless if they respond, they still need to be in the sequence.

How soon can this happen?

0 Upvotes
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Community Manager

Hi @curious 

 

I was able to find a similar idea in our Ideas forum here  "The ability to use sequence behavior in workflows" that is being currently reviewed by our product team.

My recommendation would be if you could please give your thumbs up in the idea and leave your comment for any updates in the future you will be notified.

 

Kindly,

Pam


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0 Upvotes
Occasional Contributor

Hey @PamCotton,

Has this moved forward at all?

 

I would really like to see the ability for contacts to be removed from a sequence if they click a link within an email that's not a ''book a meeting'' link - ie a ''click here to register'' type link instead.

 

Cheers

Nigel 

0 Upvotes
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Community Manager

Hi @Nigel-A,

 

The idea is currently being reviewed. My recommendation is to leave your comment on this idea here, Doing so will also auto-notify you if/when this functionality becomes available within HubSpot. You may read more about how that review process works here

 

Kindly,

Pam

 

 


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