Managing Active Sequences

Step 1

Find the contact’s enrollment

Open the correct contact under More → CRM → Contacts (or CRM → Contacts directly). An enrolled contact has an upper-left banner. HubSpot’s Last sequence enrolled property identifies the most recent sequence; use the banner and current enrollment status to confirm it is still active, not just historical.

For full progress, go to More → Sales → Sequences (or Sales → Sequences directly), open the sequence and select Enrollments. Search for the contact and check Scheduled, In progress, Paused, Finished or Error.

Sequences require Sales Hub or Service Hub Professional or Enterprise, an assigned Sales or Service seat, Sequences and Communicate permissions, and a connected personal email inbox. A shared team inbox is not a substitute. Do not assume every eQ user has access; ask your CRM administrator to confirm your subscription, seat and permissions.

Step 2

Review completed, upcoming and outstanding steps

In Enrollments, review Latest step, Status and Details, then open the contact to read completed email/task activities. Use the available enrollment details and scheduled-step view to check what is due next.

Check outstanding tasks in CRM → Tasks or the contact record. An automated email sends on its schedule; a manual task still needs salesperson action. Where a task pauses the sequence until complete, completing it may allow subsequent follow-up to proceed—review what comes next first.

Step 3

Read responses and understand automatic stopping

Read recent emails, SMS, phone notes, appointments and deal activity. Confirm the enrollment’s actual state after a response rather than assuming a conversation has stopped it.

HubSpot documents default automatic unenrollment for replies and booked meetings, but the sequence’s Automate tab can turn those triggers off. Review the existing settings with your manager; do not change them as part of this guide.

• Email reply: when the reply trigger is enabled, a reply to a sequence email or a separate email from the enrolled address can unenroll the contact. Most out-of-office responses do not. Replies from another address and email aliases are also documented cases; check the actual status.
• SMS reply: not a universal automatic unenrollment event. Read the conversation and stop the enrollment manually if the remaining follow-up is inappropriate.
• Appointment booked: a meeting booked through a sequence-email meetings link is a documented trigger, subject to the meeting setting. For meetings booked on a contact record or through an integrated calendar, HubSpot specifies the same enrolling user and association with the contact. Do not assume every appointment qualifies.
• Purchase or deal-stage change: not a universal sequence stop. Any additional automation depends on the portal’s existing configuration; inspect the enrollment and stop unsuitable messages.
• Request to stop: honor the request, stop inappropriate follow-up and record the preferences using your existing process. Clicking the sequence email’s unsubscribe link is a documented stop event; a verbal or SMS request is not a reason to assume it already stopped.
• Same-company setting: when enabled, another contact at the same company replying can unenroll related contacts. Do not assume this is enabled in eQ.
• Failed or bounced email: HubSpot documents bounced email addresses as an automatic unenrollment event. Other send errors may show Error instead; read the actual reason and verify status rather than assuming all failures behave alike.
• Completion: finishing the sequence ends that enrollment. No response is not permission to repeatedly restart it.

Do not assume an SMS reply, phone call or deal-stage change automatically stops a sequence. Check the enrollment and stop it when appropriate.

Step 4

Complete manual tasks and record outcomes

Open the due task, review the contact’s history, do the appropriate work and record a useful outcome or note. Mark it complete only after the action has actually been handled.

Sequence tasks cannot be completed in bulk. If the task requires an email, review and send it yourself using the supported composer. A completed task does not establish that an email was delivered or a person answered.

Step 5

Decide whether remaining follow-up still fits

Compare upcoming wording with the real conversation. If the person purchased, asked to stop, booked the visit already being requested, or needs a different approach, stop the unsuitable enrollment and plan the right next action.

Pause/resume controls are supported for enrollments you made where those controls are available; pausing your sequences does not pause contacts enrolled by other users. Resume continues from where it stopped and keeps any remaining delay—it is not a new enrollment. A pause is not a permanent stop or a way to revise every scheduled email.

Editing the underlying sequence’s order, delays, templates or tasks is not a reliable way to update existing enrollees; saved sequence changes apply to future enrollments. Do not promise active editing is available in every case. If different content is needed, follow the documented unenroll/re-enroll approach only after reviewing completed steps, eligibility and the next starting step.

Step 6

Unenroll when follow-up should stop

On the contact record, click Unenroll in the banner above the contact’s name and image. Alternatively, open the sequence’s Enrollments view, hover over the contact and choose Actions → Unenroll. Follow any confirmation shown.

Unenrollment stops remaining sequence follow-up; it cannot recall emails already sent. Review outstanding tasks separately so obsolete work does not remain on your to-do list. If a control is unavailable, ask the enrolling salesperson or your administrator to handle it rather than assuming it has stopped.

Step 7

Record the next action

Add a clear note explaining the response, why follow-up stopped or changed, and the agreed next action. Create a task with an appropriate owner and due date when there is genuine work to do.

Example only: the contact prefers a personal call after their visit instead of more booking emails. Stop the conflicting sequence and record the agreed call. Do not restart follow-up after an opt-out.

Re-enrollment is a deliberate new enrollment: emails send as new messages. Review the last completed step and choose the next appropriate starting step to avoid repeating sent content; do not assume re-enrollment simply resumes the old schedule.

Step 8

Verify the updated status

Refresh the contact’s activity and the sequence’s Enrollments view. Confirm the manual unenrollment activity or intended current status and that the unwanted upcoming sequence follow-up is no longer scheduled.

For a paused or failed enrollment, read the displayed state and reason before taking action. For a finished enrollment without a response, decide the appropriate next action with your manager instead of automatically enrolling again.