Sales Hub: Possible to Keep Contact in Sequence When Contact Replies to Email (automated, manual)

[JSchneiderOH]

Does anyone have any tips or tricks on keeping contacts enrolled in a sales sequence, even if a prospect replies to an email?

[karstenkoehler · Accepted solution]

Hi @JSchneiderOH,

From a purely technical standpoint, that's unfortunately not possible. Unenrollment triggers for sequences cannot be adjusted or customized. In Sales Hub Enterprise you can add to them but you can't change the existing ones.

If you want to keep sending emails, you would have use automated marketing emails in Marketing Hub Professional.

Best regards!

[jolle]

@JSchneiderOH thanks for reaching out! Can you share more info about your use case and why you would want someone who responded to an email to stay in the sequence? HubSpot sequences are designed to help you generate email responses, so that's the finish line in their eyes.

Depending on your use case, you may have options for additional sequences or marketing workflows to send emails, create tasks, etc. Happy to share more thoughts if you can give us a better sense for what you're doing today and what you're hoping to accomplish!!

[LVanderbroek]

We have a use case for a post-customer follow up sequence.

Our reps want to be able to keep track of customer follow ups along with prospecting and deal follow ups. These are very important touch points for our AEs, and a sequence helps them auto-create tasks at the typical check in time frame (2 week check-in - then 2 month check-in etc.)

One of our reps recently tested the sequence cadence we created - and the customer responded to a separate email outside of the sequence and therefore was booted from it. It's a bummer because this would be insanely valuable if we could turn off the unenrollment criteria of email response for this sequence in specific. 

Are there any new developments here? Thank you!

[JSchneiderOH]

Appreciate the insight! We have a sales process that includes multiple email touchpoints and tasks. After reviewing this thread, it makes sense that we create this "sequence" as a HS workflow.