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Sequence steps define what emails send and when. Each step represents one email in your automated campaign.

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Step types

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Email steps

Email steps send a message to the enrolled recipient. Configure:
  • Subject line — What appears in the recipient’s inbox
  • Email body — The message content
  • Send day — When to send relative to enrollment

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Task steps

Task steps create a follow-up task instead of sending an email. Useful for:
  • Manual phone call reminders
  • Personal touchpoints that shouldn’t be automated
  • Checkpoints to review engagement before continuing

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Configure email steps

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Subject lines

Write subject lines that:
  • Are concise (under 50 characters displays best)
  • Create curiosity or indicate value
  • Use personalization when appropriate
Examples:
  • “Quick question, [first name]”
  • “Following up on our conversation”
  • “A resource for your retirement planning”
Avoid:
  • ALL CAPS or excessive punctuation
  • Spam trigger words (“Free,” “Act now,” “Limited time”)
  • Misleading subjects that don’t match the content

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Email body

Write conversational emails that sound like you, not a marketing template. Best practices:
  • Keep it short — 3-5 sentences is often ideal
  • One call to action — Don’t ask for multiple things
  • Sound human — Write like you’re emailing one person
  • Provide value — Share something useful, don’t just ask

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Personalization

Insert variables to personalize each email: 
Hi {{person.first_name}},

I noticed your household's review is coming up in
{{household.review_month}}. I'd love to schedule
time to discuss your portfolio.

Would next week work for a call?
Available variables depend on your data. Common options:
VariableDescription
person.first_nameRecipient’s first name
person.last_nameRecipient’s last name
person.emailRecipient’s email
household.nameHousehold name
household.tierService tier

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Set timing between steps

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Business day calculation

Step timing uses business days (Monday–Friday, excluding holidays):
SettingWhen it sends
Day 1Day of enrollment (if business hours) or next business day
Day 2First business day after Day 1
Day 3Second business day after Day 1
Example timeline for Tuesday enrollment:
  • Day 1: Tuesday
  • Day 3: Thursday
  • Day 6: Tuesday (next week)
  • Day 10: Following Monday

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Sending windows

Emails send between 9 AM and 5 PM in the advisor’s timezone. The system optimizes send time within this window for best deliverability. Note: You cannot specify an exact send time. Emails distribute throughout the business day to avoid patterns that trigger spam filters.

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Reorder and edit steps

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Move steps

Drag steps to reorder them. When you move a step, timing adjusts automatically to maintain proper sequencing.

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Edit content

Click any step to edit its subject, body, or timing. Changes only affect new enrollees—people already in the sequence continue with the original content.

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Delete steps

Remove a step by clicking the delete icon. Enrollees who haven’t received that step yet will skip it. Warning: Deleting steps from an active sequence may create awkward gaps in communication for current enrollees. Consider whether to let existing enrollees complete first.

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Step limits

Sequences have built-in limits:
LimitMaximum
Steps per sequence6
Sequence duration20 business days (4 weeks)
Emails per day per recipient1
These limits protect deliverability and prevent over-communication.

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Preview before sending

Before activating, preview how emails will look:
1

Select a step

Click on the email step you want to preview.
2

Click Preview

Click the Preview button.
3

Choose a recipient

Select a test contact to see how variables resolve.
4

Review the preview

Check that personalization, formatting, and content look correct.

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Next steps

Enrolling recipients

Add contacts to your sequence

Sequences overview

Understand sequence concepts