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You build sequences on the Sequences page. Click Add Sequence to open the builder, where you name the sequence, choose its conversation type, and stack up the steps of your cadence. The builder checks your work as you go and only blocks you when you try to save with unresolved issues.
Key things to know
  • The conversation type (New vs Existing) binds the first messaging step and is locked once saved.
  • A floating Validation widget lists issues live; click an issue to jump to the step. You can keep editing freely - saving is blocked only while errors remain.
  • At most 2 SMS steps per sequence, and no two SMS (or two emails) within 24 hours of each other.
  • Sequence names must be unique in your organization (capitalization doesn’t matter).

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Create a sequence

1

Add a sequence

On the Sequences page, click Add Sequence. The builder opens as New Sequence.
2

Set the conversation type

Choose New Conversation for cold outreach with no prior thread, or Existing Conversation to continue a thread you already have with the agent. This choice binds the first SMS or email step and decides who can be enrolled later: a New Conversation sequence only enrolls contacts you haven’t messaged yet, and an Existing Conversation sequence only enrolls contacts you have. It’s locked once the sequence is saved.
3

Name it

Give the sequence a name that’s unique within your organization (case doesn’t matter - “Cold Intro” and “cold intro” count as the same name). A duplicate name shows up as a validation issue right away.
4

Add steps

Click Add Step for each touch and configure it - see the field guide below. Steps run in order, each after its own wait time.
5

Resolve validation issues

Watch the floating Validation widget. It shows a green Ready to save pill when everything checks out, or a count of issues to fix. Click any issue to jump straight to the offending step.
6

Save

Click Save Active Sequence. If any errors remain, saving is blocked until you fix them.

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Step fields

Templates come from your message template library. If the template dropdown is empty, create a template (or assign the right type to an existing one) first - see Message Templates and Advanced Settings > Communication.

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Example: a 4-step cold outreach cadence

1

Step 1: SMS task, New Conversation

Your opener. Pick a New Conversation SMS template. The wait on the first step is the delay after enrollment before it goes due.
2

Step 2: Email, New Conversation, wait 1 day

Email is a separate channel, so it can also open a conversation - one New Conversation step per channel is allowed. Set delivery to Auto if you want it to send itself.
3

Step 3: Call task, wait 2 days

Add talking points in the Call script so whoever works the step knows what to say. Call tasks have no conversation context.
4

Step 4: SMS task, Existing Conversation, wait 2 days

Your second (and last possible) SMS. It must be Existing Conversation, because it continues the thread step 1 opened, and it must be at least 24 hours after step 1.

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Build rules the validator enforces

  • Up to 10 steps per sequence.
  • At most 2 SMS steps.
  • Every step after the first must wait at least 10 minutes.
  • Two SMS steps, or two email steps, must be at least 24 hours apart (counting the total wait between them, even with other steps in between).
  • Only one New Conversation step per channel; a second SMS or email touch must be Existing Conversation.
  • Every SMS and email step needs a template; Existing Conversation steps must pick Follow-up or New Property.
  • The sequence needs a name that isn’t already used in your organization.

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Common questions

Sequences allow at most 2 SMS steps. Texting is the most intrusive channel, so the cadence pushes extra touches to email or call tasks instead.
The first SMS opens the conversation; a second SMS by definition continues it. Set the second SMS step’s context to Existing Conversation and the issue clears.
No channel may message the same contact twice within 24 hours. Increase the total wait between the two email steps to at least 24 hours - the validator counts all the waits in between, not just the gap to the previous step.
Yes. The builder never blocks you mid-edit - issues just stack up in the floating Validation widget. Only Save Active Sequence is blocked while errors remain.
The conversation type decides who can be enrolled, so changing it on a live sequence would invalidate existing enrollments. Use Duplicate or Duplicate & Edit and set the type on the copy.
Each step only shows templates matching its channel (SMS or email) and its conversation context (and, for Existing Conversation, its Follow-up or New Property type). Create a matching template or assign the right type to an existing one.
No - the script is optional. A call task without a script still goes due; you place the call however you like and click Mark Done.