A sequence is the complete path your customers take when they receive a sending from you.

A sequence always starts with an initial message (email, SMS or hyperlink) that contains a call to action and ends with a final thank you message. The number of steps between the initial message and the final message depends on your objectives.

Here is an example of a sequence with all the steps:
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Find out in this article how to create a sequence from A to Z and learn more about each step.

Table of contents :

A sequence always has the same structure:

ℹ️ The steps between items 1 & 5 may vary depending on your goals or the intent behind the sequence.

First, the customer receives a message (via email, SMS or the hyperlink if you share the hyperlink) that invites him to fill out the questionnaire. When he clicks on the call to action, he is redirected to the "Questionnaire" step.

A satisfied customer will see the other steps in your sequence (cross-sell, online review) while a dissatisfied customer will be automatically redirected to the final thank you message.

To learn more about the satisfaction filter (what redirects a customer to the other steps or not), have a look at this article 👇

There are 3 choices in step #1: email, SMS and hyperlink. These choices are the means of communication with the customer to encourage them to fill out the questionnaire. If you do not send SMS, it is normal that you do not see this means of communication in step #1.

The questionnaire, cross-sell and online review stages are malleable. This means that it is possible to remove these steps from a sequence or to change the order of these steps.

To remove a step, simply click on the "X" at the top right of a step:

To add a step, just click on the "+" in the green rectangle :

To change the order of the steps, simply drag the step you want to move to the desired location:

💡 We strongly recommend leaving the "Questionnaire" step at the beginning to filter out dissatisfied customers and leaving the "Online Review" step at the end, before the final message.

The final step is a thank you message. The customer will see this step if they finish the previous steps and reach the end of the sequence. This step thanks the customer for their time. It is possible to have one version of the final message for satisfied customers and another version for dissatisfied customers.

To create a new sequence, go to the "Sequences" section in the left menu and click on the green "+ Create a sequence" button:

⚠️We strongly recommend using our templates instead of starting from an empty sequence.

If needed, you can search by industry type to find a sequence model that works for you quickly:

💡Tip: If you can't find a sequence that fits your needs, we recommend taking a template that most closely matches your needs and then making the necessary changes. By taking this approach of starting from one of our templates, your sequence will be configured according to our best practices in addition to saving you time.

In each step, there are 2 sections:

If you want bilingual sequences, but don't have any, this guide is for you 👇