Enrol one person in a sequence by hand
Not every sequence starts with a trigger. From a contact record or inside a conversation, put this one person into the renewal sequence or the win-back.
Triggers are for the cases you can predict. Enrolling by hand is for the one person in front of you: the customer who said "call me next month", the renewal that is coming up, the enquiry that went quiet and deserves the full treatment. You pick the sequence, they get the same calls, messages and actions as anyone the trigger enrolled.
Before you start
- A sequence built for manual enrolment — one whose trigger is "enrolled by hand" or that also allows it.
- A contact record, or an open conversation with that contact.
Steps
Open the contact, or the conversation
Enrolment lives where the person is. From the record, or from the panel beside a chat, so you do not leave the conversation to do it.
Choose the sequence
Pick from the ones that allow manual enrolment. Name sequences for what they do — Renewal 60 days out, Quiet enquiry win-back — so the picker reads like a menu rather than a list of numbers.
Check they are not already in one
A person should be in one sequence at a time. If they are already mid-sequence, decide which should own them rather than stacking a second set of calls on top.
Leave a note saying why
"Asked to be called in October about the upgrade — enrolled in renewal sequence." The sequence writes its own steps to the feed; the reason is yours to add, and the next person will want it.
Watch step one land
The first step runs on the sequence's own timing — immediately, or after its first wait. Check the activity feed shows it, with the sequence named as the author.
Check it worked
Open the contact a day later. The feed should show the steps so far in order, and the sequence should have stopped if they replied. If it is still running after a reply, something is routing that reply to a channel the sequence cannot see.
The parts people get wrong
- Manual enrolment is a manager and admin action, like everything else that decides how work arrives.
- A sequence enrolled by hand stops on connection exactly like a triggered one.
The ones people actually ask
Can I enrol a whole list at once?
That is a campaign — an audience you chose, reached across channels. Manual enrolment is for one person who needs the fuller, action-carrying treatment a sequence gives.
Can I take somebody out of a sequence?
Yes, from the same place you enrolled them. Do it when the situation changes — they rang you, they bought, they asked you to stop. A terminal lead stage also removes them.