Home Sequences

Sequences

Comprehensive guides to sequences covering error handling, A/B testing, steps management, and more.
60 articles

Manage sequence steps

You can manage all sequence steps from the Steps tab, including adding new steps, changing their order, and editing or removing existing ones. Add a step To add a new step: 1. Go to the Steps tab of your sequence. 2. Click + and select a channel. 3. Choose the step type: Automatic or Manual. Automatic steps are handled by Reply, so you do not need to do anything but launch your sequence. If you choose the Manual type, you need the Chrome extension to complete your tasks. You can also add variants to test different versions of email and LinkedIn steps. Copy a step You can copy steps within the same sequence or from one sequence to another. To copy a step within the same sequence: 1. Open your sequence and go to the Steps tab. 2. Click the copy icon on the step you want to duplicate. 3. Choose how you want to copy it: - Copy only this step - Copy this step and all steps below For condition steps, you'll see additional options: - Copy only this condition - Copy condition with all steps below - Copy condition with steps in branch "Yes" - Copy condition with steps in branch "No" 4. Select where you want to insert the copied step. Animation To copy a step to another sequence: 1. Open the sequence and find the step you want to copy. 2. Click the Copy button on the step. 3. Choose how you want to copy it. 4. Open a different sequence and choose where to insert the step. Animation Edit a step Click the Edit button to update the content of your step, such as an email, LinkedIn message, call script, or other step type. Once Reply starts sending the step to contacts, you can no longer change its type. For example, you won't be able to switch an email step to a LinkedIn step after it has been processed. Change step order You can change the order of steps using drag and drop in the Steps tab. Animation Same as with editing steps, step order can only be changed if the sequence has no processed contacts. You can duplicate the sequence and make changes in the new version. Remove a step To delete a sequence step: 1. Open your sequence and go to the Steps tab. 2. Hover over and click on the bin icon in the step you want to remove. 3. Click on Delete in the pop-up window. 4. Confirm the action if some prospects have already completed the step. 💡 Once a step is removed, it cannot be restored. What happens when you remove a completed step? When you delete a step, it will no longer appear in the People History and Preview tabs, as well as in the Current Step column. In filters, integrations, triggers, contact activity, and tasks, deleted steps will show as '(Deleted)'. Contacts If the deleted step was part of the Merge or Move to sequence action, contacts will skip it and go to the next step. However, if you delete the last step in a sequence, there are no further steps to process. In this case, contacts won't be moved to the deleted step or to another sequence. Email threads The very first email in a sequence cannot be removed if it's the first email of a thread. If you delete the first email in the second (or any later) thread, the rest of the emails from that thread will be moved into the previous one. Reports Reports keep historical data from deleted steps and are not affected. Triggers and tasks Triggers still run even if the step is deleted. If a trigger was set to Move to step and that step is deleted, the trigger will fail. Other triggers will continue to work. Tasks linked to deleted steps are not removed and can still be completed. Inbox Inbox threads are not affected. You can continue communication with your contacts even if the related step has been deleted. 💡 Important: If you have two email steps with subject lines, you can remove either the first one or the second one. If only one step remains in the sequence, the delete option won't be available.

Last updated on Oct 22, 2026

LinkedIn Step in a Sequence (Manual Connections)

Reply allows you to add LinkedIn actions to your sequences as separate steps right from the Sequence setup page. These steps can be either manual or automatic, facilitating a more streamlined workflow for your LinkedIn outreach. This article describes manual LinkedIn connections. When adding a LinkedIn step to your sequence, there are 4 step types of manual connections you can choose from (more on each type below): - Message - Connect - InMail - View Profile After you add one of these steps to your Reply sequence, the system will automatically generate the corresponding task for each step. The tasks can then be managed - edited, duplicated, archived, etc. - and executed from the Tasks page in the web app or directly within our Chrome Extension. Adding the LinkedIn Step to Your Sequence You can add a new step in the Sequence Wizard or from the Steps tab on the Sequences page. Simply click the Plus button in the top right corner or choose the LinkedIn icon at the bottom of your screen. In the task step editor, you can apply templates and insert variables to personalize your outreach. Use the eye icon in the lower right corner to preview your message before saving the step. Click on Save to add the step. LinkedIn Tasks in Reply’s Extension There are several types of tasks you can add to your sequence to perform LinkedIn connections. Here, we provide a brief description of each: Message The Message task is used to send messages to LinkedIn users. You can send messages if you are already connected or if the contact already exists in your network. If the contact is not on your network, you will see the contact's profile, and the following message in Reply Chrome Extension: Message/InMail cannot be sent due to contact’s account settings. If you open the contact's profile using the LinkedIn Sales Navigator link with a free or Premium account, LinkedIn will offer to upgrade your LinkedIn subscription to a higher tier. Reply Chrome Extension finishes the task automatically as soon as you send the message in LinkedIn or LinkedIn Sales Navigator. Animation Connect The Connect task is used to connect to contacts on LinkedIn. If you are not connected, you will see the contact's profile where you can connect manually. If you are already connected, you will see the contact's profile and the following message in Reply Chrome Extension: You are already connected. If you have already sent an invitation to the contact but it is pending, you will see the contact's profile and the following message in Reply Chrome Extension: Invitation is pending. If you open the contact's profile using the LinkedIn Sales Navigator link with a free or Premium account, LinkedIn will offer to upgrade your LinkedIn subscription to a higher tier. Reply Chrome Extension finishes the task automatically as soon as you invite the contact to your network. Animation View profile The View profile task is used to see the contact's profile. If you open the contact's profile using their LinkedIn Sales Navigator link with a free or Premium account, LinkedIn will offer to upgrade your LinkedIn subscription to a higher tier. Reply Chrome Extension does not complete this type of task automatically. Animation InMail Use this task if you have a LinkedIn Sales Navigator account to send LinkedIn Mail to contacts. You can send LinkedIn Mail to contacts who are not on your network. Reply Chrome Extension finishes the task automatically as soon as you send a message in LinkedIn Sales Navigator. Animation Please also note that you can also use automatic LinkedIn sequence steps. When you run a sequence with automatic LinkedIn steps, messages, and connection requests will be sent automatically. By automating your outreach on LinkedIn, you can increase your chances of reaching a much larger number of contacts.

Last updated on Oct 22, 2026

People tab overview

The People tab lets you view key information and metrics about all contacts in the sequence, as well as quickly manage, add, or remove them as needed. General information The preset filters help you quickly sort the contacts by their status: All, Opened, Replied, Bounced, Opted Out, Calls, Clicked, My. You can sort your contacts by Lead's Progress or History on the left, and pick the step you want to check. - Lead's Progress shows contacts who are currently on that step, so those waiting for it to be processed. - History shows contacts who have already completed a step. For example, if you choose Step 3, you'll see everyone who has finished Step 3. This way, you can easily keep track of where your prospects are and what's coming next. You can customize your view by clicking the ⚙️ icon - rearrange columns by dragging, add or remove columns, or reset the layout to the default view. Animation There are two similar columns: Opens and Views. - Opens counts how many unique times an email was opened (each email is counted once per recipient). - Views shows how many times each email was viewed by the recipient. For more details, please see this article. When you select one or more contacts in the People tab, you can perform various actions, such as validating email addresses, changing their status, moving contacts between sequences, and more. Add / Remove contacts from a sequence To add contacts to a sequence, click the Add contacts button at the top-right corner of the People tab. For detailed steps, please see this article. To remove contacts from a sequence: 1. Select the contacts in the People tab. 2. Click Remove from sequence. Validate email addresses To validate email addresses in bulk: 1. Select the contacts in the People tab. 2. Click the email icon to start email validation. Please note that email validation requires email validation credits. Move to a sequence You can move selected prospects from one sequence to another: 1. Select the contacts. 2. Click Move to sequence. 3. Choose the new sequence and the step. 4. Use the toggle to either keep the contacts in both sequences or move them only to the new one. Move to a list/ Remove from a list 1. Select contacts. 2. Click Move to lists. 3. Choose the list you'd like to move them to and tap Apply. If you'd like to remove contacts from a list: 1. Select the contacts. 2. Click Remove from list(s). 3. Select the list you'd like to remove the contact from. 4. Click Apply. Move to an account To move contacts to a specific account (company): 1. Select contacts. 2. Click Move to account. 3. Select the target account and confirm the changes. 💡One contact can only be in one account at a time. Change status To update the status of one or more contacts: 1. Select the contacts you want to update. 2. Click Change status. 3. Add new statuses by clicking + or remove existing ones by clicking – next to them. 4. Click Set status to save the changes. 💡 Some statuses have restrictions. For more details, check the article on contact statuses to understand which changes are allowed. Change the sending email If you add or remove email accounts from a sequence, some contacts may need to be reassigned to a different sending email. To update the sending email for contacts: 1. Select the contacts you want to update. 2. Click Change sending email. 3. Choose the connected email account you want to use and click on Apply. The selected contacts will now use the updated email account for all future sequence steps. Change the sending LinkedIn account Similarly, when you add or remove LinkedIn accounts from a sequence, some contacts may need to be assigned to a specific LinkedIn account. To update the LinkedIn account for contacts: 1. Select the contacts in the People tab. 2. Click Change sending LinkedIn account. 3. Choose the LinkedIn account to use for sending messages. All messages and actions for these contacts will now be executed from the assigned LinkedIn account. Log a meeting booked You can manually record meetings scheduled with your contacts. 1. Select the contacts in the People tab. 2. Click Log a meeting booked. 3. Enter the meeting details and click on Log a meeting to save it. Change contact owner To assign contacts to a different team member: 1. Select the contacts in the People tab. 2. Click Change owner under More. 3. Select the team member you want to assign the contacts to and click on Apply. All selected contacts will now be managed by the new owner. Export to CSV To download contact details as a CSV file: 1. Select the contacts you want to export in the People tab. 2. Click Export to CSV under More. 3. Choose the type of export: - Basic fields - All fields - All fields with replies - Basic fields with clicks - Basic fields with opens - Basic fields with bounces A CSV file containing the selected contacts and the chosen data will be generated for download. Set stage To update a contact's stage in your workflow: 1. Select the contacts in the People tab. 2. Click Set stage under More. 3. Choose the stage. See this article to learn more about managing contact stages. Blacklist / Unblacklist To control whether a contact can be contacted, you can blacklist or unblacklist them. 1. Select the contacts in the People tab. 2. Click Blacklist under More to prevent them from receiving further emails or LinkedIn messages. 3. Click Unblacklist to allow communications again. Pause / Activate sequence To pause or activate a sequence, use the toggle at the top right corner of the People tab. The counter in the top-right corner shows how many emails have been sent in the past 24 hours. This helps you monitor your sending activity while the sequence is running. Add a custom smart filter Custom smart filters let you quickly sort contacts by specific parameters. You can combine multiple properties to narrow down exactly the contacts you want to see. To create a custom smart filter: 1. Click Create new filter in the People tab. 2. Enter a name for your filter in Filter name. 3. Select a property in the Property field (e.g., Added on, Sequence, Opens). 4. Choose a condition in the Condition field (e.g., Exactly, More than). 5. Enter the value for the condition (e.g., Opens more than 2 times). 6. Click Save. Let's take a look at the filter example above: - Sequence is Outreach - Sequence is Engaged Leads - Opens more than 2 times. 💡 Since we're using the same property (Sequence) twice, the system uses OR logic: it returns contacts who are in either the Outreach sequence or the Engaged Leads sequence, and who have opened emails 2 or more times. Contacts do not need to be part of both sequences. Once saved, your filter will appear in Saved Filters. If you want to use a filter only once, click on Apply instead.

Last updated on Oct 22, 2026

Why is my sequence not sending emails?

There are multiple reasons why the sequence is not sending emails. Most of them are temporary and in this article, we will cover the most basic ones: 1. email account-related 2. limit-related 3. schedule-related 4. contact-related Email account-related reasons Email connectivity The mailboxes used for sending should be well-connected in the settings. A good indication is a green dot next to your email. You may check this in the campaign settings tab: If the dot next to your mailbox is red, we suggest reconnecting it. Here is an article about email account reconnection. Email accounts limits Make sure the mailbox has not reached its daily value for emails. If the Daily limit is reached, you can increase it in the Settings tab. Here is what you need to do: - go to the Email Accounts tab of your Settings - click on your mailbox - move to Safety - edit the Total number of emails Limit-related reasons Sequence limits Sometimes the sequence is paused because the sequence limit is reached. There are two places you can use to check this limit: - sequence settings - email limit next to the toggle Unique contact limits During the trial period, you can only email 300 unique contacts. When you hover over the toggle, you can see this notification: Schedule-related reasons The sequence is only sending emails within working schedule hours. Make sure the schedule that is linked to the campaign is open👇 If the schedule is closed, you can update it or wait until it opens the next day. Contact-related reasons Contact statuses The system sends emails only to active contacts with valid emails. If the contacts are paused or finished, Reply will not send anything. Contact steps Some contacts can go through the step delay or throttling (preparation for sending). The emails are not sent unless the contact is active and is put on the steps: 💡 Important: After the sequence is launched for the first time, it can take 20-40 minutes to start sending emails if the settings listed above are all set. Sequence Processing Sequences work in stages and you may notice from time to time that your campaign has stopped. Here is a deeper look into the stages your campaign goes through: 1. Checkup of the settings and inbox for replies (up to 20 minutes); 2. Actual sending of emails (up to 20 minutes). Reply processes sequences every 10 minutes, with Stage 2 (sending emails) starting right after Stage 1 (checkup). If the system runs into errors, emails are not sent until the next processing. If there are no errors, emails will be sent out immediately. The email sending lasts around 20 minutes. When processing is done, the sequence stops to check replies (to avoid sending follow-ups to those who replied).

Last updated on Oct 22, 2026

How to use conditions in sequences?

Condition steps let you branch your sequence into two paths – Yes or No – depending on whether a contact meets defined criteria. When a contact reaches a condition step, Reply checks the selected rules and automatically routes them to the appropriate branch. This allows you to personalize follow-ups and adjust messaging based on contact data or behavior. In this article, we'll go over the available conditions so you can better understand how to branch your sequences. If you're looking for step-by-step instructions on setting up conditional sequences, check out our dedicated guide. When adding a condition step, you'll see two categories: Popular conditions and Other conditions. 💡Important: If you add multiple properties to a condition: - Different properties use AND logic - The same property added multiple times uses OR logic 👉Examples: - If you set Email is set AND Email validation status is Valid, the condition will return contacts who have an email address and whose email is valid. - If you add LinkedIn connection status = Pending OR LinkedIn connection status = Not connected, the condition will return contacts whose connection request is pending or who are not connected with you. Popular conditions | Condition | Description | | --- | --- | | Email | Checks if a contact has an email address. | | Email Validation Status | Filters contacts based on the validation status of their email address (Valid, Invalid, Risky, or Empty). | | LinkedIn URL | Filters contacts who have a LinkedIn profile URL added. | | LinkedIn Connection Status | Filters contacts based on the status of your LinkedIn connection request (Unchecked, Connected, Not connected, Pending, Connection forbidden, Invalid URL, Revoked). | | Phone Number | Filters contacts who have a phone number. | | Phone Number: Type | Filters contacts based on the type of phone number associated with them (Mobile, Landline, or Invalid). | | Opens | Filters contacts based on the number of times they opened your emails in the current sequence. | | Clicks | Filters contacts based on the number of times they clicked links in your emails. | | Views | Filters contacts based on how many times they viewed your emails. | | ICP Score | Filters contacts based on how closely they match your Ideal Customer Profile for the Offer used in the sequence. | | LinkedIn Activity Score | Filters contacts based on their LinkedIn activity level and engagement. | Other conditions | Condition | Description | | --- | --- | | Added On | Filters contacts based on when they were added to the current sequence (e.g., today, a specific number of days ago, or a custom date range). | | Last Touch | Filters based on when the last email step in the current sequence was completed (e.g., today, a specific number of days ago, or a custom date range).💡The Last touch filter does not apply to LinkedIn steps. | | Emails Sent | Number of emails sent to the contact within the current sequence. | | Replies | Filters contacts who have replied in the current sequence. | | Bounces | Filters contacts whose emails bounced.💡Bounced contacts are automatically marked as Finished. If you want them to continue to the next steps in the sequence, you'll need to manually remove the Bounced status. | | Bounce: sender's provider block | Filters emails blocked by the sender's email provider. | | Inbox Category | Filters based on the inbox category where the email landed. | | Inbox Category: Meeting Intent | Filters contacts whose inbox category was identified as Meeting intent. | | Account: Company Size | Filters contacts based on their company size. | | Account: Industry | Filters contacts based on their company's industry. | | Missing Field | Filters contacts who have a specific required field left empty. | | Contact state in sequence | Filters contacts based on their sequence state (e.g., Throttled or Finished). Throttled contacts have not yet moved to Step 1. The number moved daily depends on the Max new daily contacts limit (see Sequence settings). | | Domain | Filters by the contact's email domain. | | City | Filters by city. | | State | Filters by state. | | Country | Filters by country. | | Creation Source | Filters contacts based on how they were added to Reply. | | Provider | Filters by email provider (e.g., Gmail, Outlook). | | LinkedIn account | Filters by the sending LinkedIn account used in the sequence. | | Current Step | Filters contacts based on the step they are currently in. | | Website Tracker | Filters contacts added through the Website Visitors feature. | | Account | Filters by associated account (company). | | Account Name | Filters by company name. | | Sequences count | Filters based on how many sequences the contact is currently in. | | Stage | Filters by the contact's assigned stage. | | List | Filters contacts based on the list they belong to. | | Import File Name | Filters contacts imported from a specific CSV file. | | Name | Filters by contact name. | | Title | Filters by job title. | | LI Sales Navigator URL | Filters contacts who have a Sales Navigator profile URL. Contacts with a Sales Navigator link can be included in InMail steps. | | Time Zone | Filters by the contact's time zone. | | Owner | Filters by the teammate assigned as the contact owner. | | Owner email | Filters by the contact owner's email address. | | Sending Email | Filters based on the mailbox assigned to send emails in the sequence. | | Status: Active, Status: Paused, Status: Missing data, Status: Out of Office, Status: Finished, Status: Opted Out, Status: Contacted, Status: Replied, Status: Replied by email, Status: Replied by SMS, Status: Replied by LinkedIn, Status: Opened, Status: Clicked, Status: Bounced, Status: Auto Replied, Status: Called, Status: To Call, Status: Blacklisted, Status: Meeting booked, Status in sequence: Called, To Call. | Filters contacts based on their sequence status. | | LinkedIn InMail status | Filters contacts based on whether the InMail was accepted or rejected. | | Call Resolution | Filters by the outcome of a call. | | Email was not found | Filters contacts without email addresses. When set to true, it returns contacts who don't have a valid email, meaning a generated email domain (genmail) is used instead. | | LinkedIn profile public | Filters contacts based on whether their LinkedIn profile is public. If set to true, InMails sent to these contacts are free and don't count toward your LinkedIn InMail credits. This helps you reach a larger audience on LinkedIn without using your available credits. | | Custom fields | Filters based on any custom fields created in your account. | | Salesforce | Filters contacts synced from Salesforce. | | Pipedrive | Filters contacts synced from Pipedrive. | | Copper CRM | Filters contacts synced from Copper CRM. | | HubSpot | Filters contacts synced from HubSpot. |

Last updated on Oct 22, 2026

A/B testing for emails

A/B testing is a great way to test different variants of emails to see which one is more effective. You can test subject lines, message content, layouts, and calls to action to improve replies, meetings booked, clicks, and open rates. Below is a full overview of how to set it up, how distribution works, and how to check your results. Define the goal and elements The first step is to choose why and what you want to test. Focus on the details you want to compare: replies, booked meetings, clicks, and open rates. Once you are ready with the target, you can use these elements for testing👇 - Subject lines/calls to action and offers - Headlines - Images and layout - Text body - Added value for your prospects The most important parts of every email are the subject line and call to action, so keep an eye on them. Set up testing environment The second step is picking a group of contacts you want to work with. You can get the matches from the Data tool, or existing lists, or import a new CSV file. When you are ready with the prospects, follow these steps to start: - go to the Steps tab of your sequence; - click the Add Variant button; - paste the email text/subject into the step editor; - click the Save button to apply changes. You can also manage your variants if needed – for example, you can clone, edit, pause, resume, or remove a variant. Just use the available actions in the template to make the changes you need. Examine results The last step is comparing the expected and actual results. Reply has a separate toggle for A/B variants to check the stats within your campaign. Here is what you need to do: - go to the Stats tab of your sequence; - scroll down to the Brief/Detailed view; - turn on the toggle to see A/B variant metrics. 💡 Important: A/B testing is random, so you will not know who exactly will get variant A or B. The same goes for sequence steps, contacts who received variant A in Step 1 may get variant B in Step 2. 👉See also: A/B testing for LinkedIn steps

Last updated on Oct 22, 2026

Plain text sending mode

Plain text sending mode helps improve email deliverability by sending emails as text-only messages. When this mode is enabled, Reply removes all HTML code, tracking, and images, making your emails look more natural and reducing the chance of them being flagged by spam filters. What Plain text sending mode does - Improves deliverability. Text-only emails are simpler, which can help them land in the inbox instead of spam. - Removes HTML code. Even standard plain text emails are usually sent as HTML to support tracking. With Plain text sending mode enabled, all HTML is fully removed, and only the raw text is sent. 💡When a sequence uses Plain text sending mode, the HTML editor is disabled, since HTML content isn't supported in this mode. - Content modifications - No images – Any images in your email are removed. Attachments are not affected and will still be sent. - No formatting – Formatting such as bold, italics, or text styling is removed. - Unformatted links – Links appear as full URLs, without custom link text. - No tracking. Opens and clicks are not tracked when Plain text sending mode is enabled. 💡If your email includes an opt-out link, it will be replaced with the opt-out text configured in the settings of the sending email account. For details on setting up opt-out text, see the related Help Center article. How to enable or disable Plain text sending mode? Plain text sending mode is enabled by default for all new sequences. To change this setting for a sequence: 1. Open the sequence. 2. Go to the Settings tab. 3. Toggle Plain text sending mode on or off, depending on your preference. This setting can be managed individually for each sequence in sequence settings.

Last updated on Oct 22, 2026

Auto-Stop Sequences if email account gets blocked

Mail providers like Office 365 or GSuite (Google Workspace) may block your sending account if they detect suspicious activity. If your account is blocked, you’ll notice that all your emails bounce back. To prevent a high volume of bounces, we’ve implemented a feature that automatically pauses sending from your account for the next 24 hours (or until you manually resume your account). Here’s how it works: Identifying a Blocked Email Account As soon as we detect the first bounces indicating a block, we immediately stop sending emails from your account. You will see a corresponding pop-up on each toggle of your sequences that are sent from a suspended account: If you navigate to your Sequence logs, you’ll see which email account was blocked: However, we mention the email account block only in those Sequence logs where we have detected the first bounce-back message. We do not block email detection from this account, so if you receive replies, we’ll be able to detect them. If you have multiple email accounts connected to the sequence, emails will continue to go out from this sequence because we only stopped sending from the blocked email account. How to Unblock Your Email Account with Your Mail Provider The next step is to unblock your account. Please follow the links below to read more about how to resume your email accounts: How to Restore Your Office 365 Email Account After Suspension How to Restore Your GSuite (Google Workspace) Email Account After Suspension How to Resume Sending in Reply When you have unblocked your email account and are ready to send, you can resume your sending process manually from the "Reply" option. To do this, please navigate to your email account page and click the "Resume" button in the top right corner. If you do not manually resume your email account, the system will automatically resume it 24 hours after we have detected the first corresponding bounce message. How to Re-send Bounced Prospects You may still see some emails bounce due to the account block, as we can only stop sending after we detect some of those bounces. The system will automatically re-send the bounced steps when your email account is resumed in Reply. Alternatively, you can resume them manually. To find such prospects, use the filter "Bounce: sender's provider block" Select your prospects and remove a Bounced status: Click "Yes" when the system asks you to re-send the bounced step to the prospect:

Last updated on Oct 22, 2026

Sequence stats

The Stats tab gives you an overview of your sequence performance. You can switch between Email and LinkedIn, filter the data, and view performance for different sequence steps. To open it, go to your sequence and select the Stats tab. Channels Once you open the Stats tab, you can switch between Email and LinkedIn to view stats for each channel: Filters In both views, you can filter your data by time (Today, Last week, Last month, Last year, All time, Custom) and use smart filters. You can also choose the time zone you want to use for your stats. 💡Email account and LinkedIn limits reset according to the UTC time zone in Reply. In the Email view, you can also filter your stats by a specific domain or email account. In the LinkedIn view, you can also filter your stats by a specific LinkedIn account. Email view In the Email view, you can see key metrics and detailed performance data for your email steps. Key metrics The Key metrics section shows the main statistics for your sequence, including Total people, Contacted, Delivery rate, Open rate, Reply rate, Interested, Meetings booked, Opt-outs rate, Bounce rate and Not reached. 👉 See Email metrics explained for a detailed explanation of each metric and how it is calculated. You can also scroll down to see more detailed information about your sequence. Brief The Brief view shows an overview of your sequence steps and their performance, including the Delivery rate, Open rate, Reply rate, Clicks, CTR, Interested, and Meetings booked metrics. Detailed The Detailed view shows additional metrics for each sequence step, including Opt-out rate and Not reached. In both the Brief and Detailed views, you can switch between variants to compare their performance if you use A/B testing. Email accounts The Email accounts view shows the performance of each sending email account used in the sequence. Contacts by providers The Contacts by providers view shows how your emails perform across different contact email providers, such as Gmail and Outlook. LinkedIn view In the LinkedIn view, you can see the following key metrics: Total people contacted, Connections sent, Connection requests accepted (Auto)/Conversion rate, Messages sent, Replies/Replies conversion rate. LinkedIn stats currently include the Brief view, which provides a breakdown of your sequence performance, including Deliveries, Interested, and Replied. You can also view the results of A/B testing. 👉 See LinkedIn dashboard in Reports for a detailed explanation of LinkedIn reporting and metrics. Export stats You can also export your sequence stats in the following formats: - Contact-based CSV - Sequence-based CSV - Sequences with Trends CSV

Last updated on Oct 22, 2026

Sequence toggle colors explained

Each sequence in Reply has a toggle that shows its current status and gives a brief explanation if something needs your attention. You can also use this toggle to start or pause the sequence at any time. The toggle color gives you a quick overview of what's happening in the sequence, and you can always hover over it to see a tooltip with more details. This helps you quickly spot issues and troubleshoot when needed. For example: Below is a breakdown of what each toggle color means. Green – Active The sequence is running. This includes cases where it has just been launched for the first time, restarted after being paused, or is actively working through its steps (planning, checking conditions, sending emails, generating tasks, or executing LinkedIn actions). Gray – Inactive The sequence is not running. You'll see this when a sequence is newly created and hasn't been launched yet, has been paused, or has been archived. Red – Action required There are missing or invalid settings, and the sequence cannot run until the issue is fixed. The most common reasons are: - Sending email account was removed or disconnected; - The connected LinkedIn account was removed; - There are sending errors; - There are no contacts in the sequence; - Sending schedule is missing; - Sequence is under review and suspended due to reaching an 8% bounce rate. Orange – Issues detected/Warnings There are some issues that need your attention: - Some contacts don’t have a sending email account assigned; - Some contacts don’t have a LinkedIn account assigned; - Contacts are missing required data; - Sending from some email accounts stopped due to a block from your provider; - Sequence reached a 4% bounce rate; - Voice profile is missing. Yellow – Limits reached The sequence is temporarily paused due to limits: - Daily sending limit for the email account reached; - Active contacts limit for the current billing period reached; - Sequence daily limit reached; - LinkedIn's weekly limit for connection requests reached; - Your email provider has blocked sending: Daily sending quota exceeded. Blue – Completed All contacts finished the sequence. There are no active contacts left. If your sequence stops sending, we also recommend taking a look at our dedicated guides: - Why is my sequence not sending emails? - Common LinkedIn sequence errors

Last updated on Oct 22, 2026

How to Restore Your Office 365 Email Account After Suspension

If you notice that you have started to receive this type of bounce-back message, it means that your provider, Office 365, has blocked your sending. "Your message couldn't be delivered because you weren't recognized as a valid sender. The most common reason for this is that your email address is suspected of sending spam and it's no longer allowed to send messages outside of your organization." Office 365 typically blocks accounts for activity that it considers suspicious. Here are some examples of suspicious activity: - Unusual sending volumes (a sudden increase in sending volume) - Recipients marking emails as spam - Your emails were categorized as spam Here’s what you can do to restore your sending process: Unblock Your Account in Office Admin centre: 1. Log in to your Office tenant under Admin account and go directly to the Restricted Users page: https://security.microsoft.com/restrictedusers 2. You will see a list of restricted email accounts 3. Select an account and click "Unblock" You may also contact Office support to clarify why your account was blocked. Check Your Sending Volumes in Reply. Use a Ramp up mode to automatically increase your volumes. Also, adjust email delays so you do not send too quickly. Go to Settings (general) -> Email accounts -> select an account - Safety Here is an example of such setup: How to Resume Sending in Reply and re-send Emails to Bounced Prospects When you have unblocked your email account and are ready to send, you can resume your sending process manually from the "Reply" option. The system will automatically re-send the bounced steps when your email account is resumed in Reply. You can find more details about these features here: Auto-Stop Sequences if email account gets blocked Alternatively, you can resume them manually. To find such prospects, use the filter "Bounce: sender's provider block" Select your prospects and remove a Bounced status: Click "Yes" when the system asks you to re-send the bounced step to the prospect:

Last updated on Oct 22, 2026

Sequence settings

In this article, we'll go over the Settings tab of your sequence and explain what each setting does, so you can configure your sequence the way you need. Content: 1. Email accounts 2. LinkedIn accounts 3. General settings 4. Email tracking 5. Replies handling 6. Calls handling 7. Tasks handling To access these settings, open your sequence and go to the Settings tab. Email accounts You can select the connected email account(s) you want to use in this sequence to send emails. 👉 See also: Multiple email accounts per sequence LinkedIn accounts You can choose which connected LinkedIn account(s) to use for LinkedIn steps in this sequence. General settings Enable List-Unsubscribe header for all emails from this sequence The Unsubscribe header is an additional way for contacts to unsubscribe from your emails, particularly useful in marketing outreach. Skip InMail step automatically if no InMail credits are available When enabled, contacts automatically move to the next step if they reach a LinkedIn InMail step and the connected LinkedIn account runs out of InMail credits. Max same-domain contacts per day You can set the maximum number of contacts from the same business domain that Reply can contact per day. This can help avoid reaching out to too many people from the same company at once and keep your outreach more targeted. 💡 This limit applies only to business domains (e.g., @reply.io). Free domains such as gmail.com and yahoo.com are excluded. See the full list of free domains. Matching email providers When enabled, contacts are automatically matched with sending email addresses based on their email provider. This can help improve email deliverability and sender reputation. 👉 See also: Matching providers No limit on new daily contacts When it's on, new contacts move to Step 1 as soon as they're added to the sequence instead of passing through the Throttled stage first. Max new daily contacts This setting lets you control how many new contacts can start a sequence each day. When you add contacts to a sequence, they are temporarily marked as Throttled while Reply prepares them for Step 1 and keeps them in the queue based on your daily limit. This helps you balance new contacts with your overall sending volume. For example, if you set: - Max new daily contacts: 100 - Max emails per day: 400 The sequence can send up to 100 first-step emails per day, while the remaining 300 emails can be used for follow-up steps. 💡 Blacklisted contacts don't count toward this limit. If you use the Max new daily contacts setting, the maximum allowed value is 1000. If you need to add more than 1000 new contacts per day, simply switch to No limit on new daily contacts. New daily contacts addition mode When you use Max new daily contacts, you can choose how Reply adds new contacts to the sequence each day: - Add full amount – Adds the full number of contacts set in your daily limit each day, regardless of how many contacts are already in Step 1 or whether your sending schedule is currently open. - Add until capacity – Adds only enough contacts to reach your daily limit. For example, if your limit is 100 and 50 contacts are already in Step 1, Reply will only add 50 more. This option also follows your sending schedule, so new contacts won't be added when the schedule is closed, such as on weekends. Max number of emails per day You can set the maximum number of emails the sequence can send per day across all connected email accounts. Delay between each email sent (seconds) This setting controls how many seconds Reply waits between sending each email. We recommend a delay of at least 120-180 seconds to reduce the risk of your account being blocked for spam activity. Email tracking Plain text sending mode (text-only) This mode sends emails without HTML, link tracking, or images, which can help improve email deliverability, but may affect the email formatting. 👉 See also: Plain text sending mode Open tracking When enabled, an open tracking pixel is added to emails sent from the sequence, so you can track when contacts open your emails. Clicks tracking When enabled, you can track when contacts click on links in emails sent from the sequence. Replies handling When person replies You can set what happens when a person replies to an email, SMS, or LinkedIn message: - Mark person as finished – Stops the sequence for the contact. - Continue processing steps – Keeps the contact in the sequence and continues with the remaining steps. 💡 If you change the setting to Continue processing steps, it applies to new replies. Contacts who have already replied need to be manually reactivated. When person books a meeting This setting controls what happens when a person books a meeting: - Mark person as finished – Stops the sequence for the contact. - Continue processing steps – Keeps the contact in the sequence and continues with the remaining steps. Mark contact as finished after the last step in number of days You can set how many days after the last sequence step a contact is assigned the Finished status if they don't reply. It's set to 5 days by default. The Finished status means the sequence has ended for the contact. Contacts can also be marked as Finished after a reply, email bounce, or opt-out. 💡 Reply only checks for replies from active contacts, so we recommend keeping this for a few days, especially if the last step is an email. Calls handling How should we handle call steps Here, you can choose how call steps are handled in your sequence: manually or automatically. In manual mode, the contact stays on the call step until you complete the task manually. If the call is the last step in the sequence, the contact moves to Finished after the specified number of days (5 by default). In automatic mode, if you don't finish the call manually, the contact moves to the next step automatically after the step delay. If a call is the last step in the sequence, the contact is moved to Finished after the number of days set in Mark contact as finished after the last step. Automatically call on opens The system can automatically trigger a call for a contact after they've opened your email a specified number of times. 👉 See also: Automatically call on opens Pause on successful call When enabled, the contact is paused in the sequence after a successful call, so they won't receive any further automated steps. Tasks handling How to handle task steps You can choose how task steps are handled in your sequence. - Automatically moves the contact to the next step after the step delay and marks the task as completed without requiring you to process it. - Manually keeps the contact on the current step until you complete the task manually. Who will be the owner of created tasks You can choose who should be assigned as the task owner. - Sequence owner assigns the task to the sequence owner. - Contact owner assigns the task to the contact owner. You can find these tasks on the Tasks page and in Findy.

Last updated on Oct 22, 2026

How to Restore Your GSuite (Google Workspace) Email Account After Suspension

GSuite (Google Workspace) can block email accounts if it considers your activity suspicious. Here are some examples of suspicious activity: - Unusual sending volumes (a sudden increase in sending volume) - Recipients marking emails as spam - Your emails being categorized as spam There are two types of account suspension: 1. Your email account can be completely blocked: In this case, Reply no longer has access to your email account, so emails will not be sent. To restore your suspended account, please contact your Google Workspace Admin, or if you have Admin access, follow the guide below: Restore a suspended user (Google Workspace) However, sometimes GSuite (Google Workspace) lowers your sending capacity to the minimum instead of blocking your account. If you notice that you have started to receive this type of bounce-back message, it means that your provider, GSuite (Google Workspace), has limited your sending volumes: In this case, all your emails sent from a third-party tool will bounce back. Reply detects such bounces and stops the sending process from your account. You can find more details about this feature here: Auto-Stop Sequences if email account gets blocked Before you resume your sending process in Reply, you will need to wait at least 24 hours for Gmail to stop limiting you. After that, please lower your sending volumes to the minimum possible for the next several days: Go to Settings (general) -> Email accounts -> select an account - Safety If you do not experience sending limitations any more, you can slowly increase your sending volumes.

Last updated on Oct 22, 2026

Sequence logs

The Log tab in a sequence contains technical information about events that take place in the sequence. If an error occurs, the logs can help you understand and resolve the issue. To access them, open your sequence and click the Log tab. New Log view [Beta] 💡 This feature is currently available in beta. To use it, enable beta in your account settings. With beta on, the Log tab sorts events into categories, folds repeated events into one line and highlights the errors you need to fix. Without beta, the tab shows one list of events, described further down this article. Every event belongs to one of four categories: - Errors & Issues - problems that stop or slow down sending, such as a disconnected email account or a reached limit. - Sending Activity - emails and LinkedIn actions planned and sent, sequence starts and pauses, and steps skipped for a contact. - Settings & Changes - changes to the sequence settings, such as the daily limit, the schedule or tracking. Each one shows who made the change. - Autopilot - contact searches and filter changes made by Autopilot. This category appears only in sequences that use Autopilot. Logs are kept for 30 days. How to filter the logs 1. Open the sequence and go to the Log tab. 2. Use the filters above the list: - All events - pick one or more categories and click Apply. The number next to each category shows how many entries it has. - Date range - choose Today, Last week or Last month. Last month is the default. - All emails - show only the events of the email accounts you pick. How to read an event - Errors that need action are highlighted in red and come with a button that takes you to the fix: Reconnect account, Open email accounts, Edit account limits or Refresh LinkedIn cookie. - No action needed marks an error that has no fix button. - Repeated events show once, with a counter such as 9 times and the time of the first and the last one. - When four or more email accounts have the same problem, they show as one event with the number of accounts affected. Click Show accounts to see which ones. Checks before a sequence starts Before a sequence starts, Reply checks the following: 1. The email account is linked to the sequence. 2. The email account is set up correctly. 3. All prospects are active in the sequence. 4. The LinkedIn account is linked to the sequence. 5. The selected schedule is valid. 6. The follow-up schedule is valid. If a check fails, the sequence may not start, and an error is recorded in the logs. Events recorded in sequence logs Reply creates logs for different events that take place in a sequence. The following sections describe common log events and what they mean. General sequence logs | Log name | Description | | --- | --- | | Sequence started (manual/auto) | The sequence was launched manually or automatically. Wait ~30 minutes before checking results. | | Sequence paused | The sequence has been paused. You can resume it when ready. | | No prospects in sequence | There are no prospects added. Add contacts to continue. | Email account logs | Log name | Description | | --- | --- | | Email account block | Sending paused because your email provider blocked the account. Sequence resumes automatically in 24 hours. Check this article and the Email account page to resume sending. | | Email account error | An error occurred with the email account. | | Email account detection failed | Planning paused; detection from the email account failed or the account is inactive. It will resume automatically once detection succeeds. | | Email account disconnected | Connection failed. Check/edit server settings, SSL, and ports in Email account settings. | | Processing error: Max emails per account | Daily sending limit reached for the account. | | Processing error: Max unique contacts per month | Monthly limit of unique contacts reached. | | No email account connected | The sequence has no email account. Connect one to send emails. | LinkedIn logs | Log name | Description | | --- | --- | | LinkedIn limit reached | Daily connection or message limit reached on LinkedIn. | | InMail step error | Issue executing InMail step; contact support | | Like recent posts error | Like recent posts error | | Follow profile error | Contact has disabled following their profile due to privacy settings | | Connect step already sent | Connection request already sent and pending | | Connect step with note error | Contact cannot receive connection request messages due to privacy settings | | Connect step error | Contact cannot receive connection requests at this time due to privacy settings | | Endorse skills step error | Contact has no skills to endorse | | Revoked connection request error | Invitation not sent; can resend 3 weeks after withdrawing | Read more about sequence errors: - How to reconnect a disconnected email account - Why is my sequence not sending emails? - Common LinkedIn sequence errors

Last updated on Oct 22, 2026

Multiple email accounts per sequence

You can add multiple email accounts (up to 100) to a single sequence to send emails at a higher volume and reduce manual work. This lets you use the same sequence steps and settings without creating duplicates. All contacts in the sequence, including newly added ones, are automatically assigned to the connected email accounts one by one. This helps spread sending evenly across all accounts. 🎥 Check out the video below to learn how to manage multiple email accounts in a sequence. https://www.youtube.com/watch?v=PrAz0n5Z9Pg Adding email accounts to a sequence To send emails from multiple email accounts within a single sequence, first add the email accounts to the sequence. This can be done either during sequence creation in the Sequence Wizard or later from the sequence settings. To add email accounts from the sequence settings: 1. Connect additional email accounts to your Reply account. 2. Open a sequence and navigate to the Settings tab. 3. In the Email accounts section, add as many email accounts as you need by clicking Manage email accounts. 4. Select the email accounts you want to add, then click Apply. Alternatively, you can duplicate the sequence and move the contacts to the new sequence before sending starts. This ensures that all email accounts are utilized for the new sequence. 💡 Make sure to adjust your Max new daily contacts and Max number of emails per day limits in sequence Settings → General settings. Make them higher to match the number of email accounts added to the sequence. How email distribution works Once email accounts are added, any new contacts (added manually, via CSV, API, or integrations) are automatically assigned to email accounts using round-robin logic. For example, if you add three email accounts to a sequence, the first contact is assigned to the first email account, the second contact to the second email account, the third contact to the third email account, the fourth contact to the first email account again, and so on. If all contacts in a sequence are assigned to a single email account despite multiple accounts being connected, remove the email accounts from the sequence and add them back to reset the configuration. Additionally, manually reassign contacts to the desired email accounts using the People tab. If your sequence has multiple email steps, all follow-up emails for a contact are sent from the same email account as the first email, unless that email account is removed from the sequence. If you're part of a team in Reply, you can add both your own email accounts and your teammates’ email accounts to the same sequence. Removing email accounts from a sequence You can remove any email account from a sequence with one click on the Remove icon next to it. Please note the following: - If you remove an email account from the sequence, any contacts assigned to it will become unassigned. You’ll need to manually assign them to other email accounts unless the Reassign email accounts feature is enabled. For step-by-step instructions on manually reassigning contacts, check out our article on why email accounts are not assigned to my contacts. - If you remove the email account used for a contact’s first-step email, follow-ups will be sent from the email account the contact is reassigned to, and the conversation will remain in the same email thread. - If the new email account belongs to another teammate and uses a different signature, we recommend updating follow-up templates before removing the original account. For example, you could update the message to say: “My colleague {{ReplyAccount.FirstName}} {{ReplyAccount.LastName}} reached out to you last week. I’d like to continue the conversation.” This helps keep the conversation clear and consistent for the recipient. Reassign email accounts We recommend enabling the Reassign email accounts toggle to make managing your sequences easier. When this feature is enabled: - Only contacts that don’t yet have a sending email account in the sequence are automatically assigned. - If contacts are added to the sequence before email accounts are connected, they will be automatically assigned once you add the mailboxes. - If you remove an email account from the sequence, all contacts assigned to that account are automatically redistributed among the remaining email accounts, without affecting other contact assignments. To enable this feature, go to the Emails section in your settings → Sequence email accounts → Enable Reassign email accounts.

Last updated on Oct 22, 2026

Phone number validation before sending Auto SMS

How validation works in Reply sequences Automated SMS steps in sequences include built-in phone number validation. Before sending a message, the system checks the contact’s phone number and determines whether it is valid and what type of number it is. After validation, SMS messages are sent only to numbers that can receive them. This helps avoid delivery errors and keeps your SMS statistics accurate. Why is phone number validation important? Some SMS messages cannot be delivered because: - The phone number is incorrect or does not exist - The number is a landline and cannot receive SMS Without validation, the system may still attempt to send messages in these cases. This can lead to failed deliveries and unclear reporting. Validation helps ensure that messages are sent only to reachable recipients. How to use phone number validation Phone number validation works automatically in Auto SMS steps. No manual setup is required. Here is how it works: 1. Add an Auto SMS step to your sequence 2. The system automatically checks each contact’s phone number 3. Based on the result, the system decides whether to send the SMS We use the Twilio Lookup API to check all the phone numbers linked to the contact profiles. After validation, the system receives the types of phone numbers and then processes those phone numbers according to their types. Possible results of the validation are valid, invalid, and unknown. Here's a full overview of how it works: | Status of phone numbers | Description | Action with auto SMS | | --- | --- | --- | | Valid (mobile-compatible numbers) | The entered phone number is correct.As mobile phone number type, a system recognizes mobile, fixed VoIP, non-fixed VoIP, personal, tollFree, premium, shared-cost, uan, or pager phone numbers. | Auto SMS will be sent.After the validation, the Call button will be active. | | Valid + phone number type is Landline | The entered phone number is correct, but messages cannot be sent to it.As a landline phone number type, a system recognizes landline and voicemail. | Auto SMS will not be sent.The status of contact in the sequence is Missing data. An icon of a house will be shown near a contact's number. | | Invalid | The phone number is missing or has been entered incorrectly. | The phone number is missing or incorrect. Auto SMS is not sent. The contact status becomes Missing data.An invalid number icon appears next to the number. | | Unknown | The phone number is entered correctly, but we cannot check whether it is a mobile or landline number due to a lack of information from the carrier. | We send SMS anyway. | Managing phone numbers Each phone number is validated once, and the result is stored. If you edit a contact’s phone number, it will be validated again automatically. 💡Limitations and important notes - Validation is required for Auto SMS steps and cannot be disabled. - Phone numbers from Canada are not fully supported. Validation may not work due to legal restrictions, and SMS delivery is not guaranteed. - Validation is charged per request. Each phone number check costs $0.008 and is deducted from your wallet. This price is determined by Twilio's pricing (Line Type Intelligence tariff). - Validation is processed automatically for all contacts with phone numbers in sequences.

Last updated on Oct 22, 2026

SMS step in a sequence

For businesses, SMS is an important communication channel to reach audiences and send mass messages. You can use this tried-and-true method to follow up after calls, send personalized messages, or notify your customers about upcoming events. Reply sequences support both automated and manual SMS. An automated SMS works in a similar way to automated email messages, with SMS being sent based on a template in the SMS sequence step. The system generates the manual step type as a task that you can complete from the Reply Chrome extension. 💡To use SMS steps, you need to register your A2P messaging campaign. Please contact us for more details via chat or email at [email protected], and our team will handle the registration for you through Twilio. Please note: if some of your contacts do not have a phone number in their profile and they move to the automated SMS step, two scenarios are possible: - If the task handling mode in the sequence settings is set to manual, prospects without a phone number will stop on the automatic SMS step. - If the automatic mode is enabled, prospects without a phone number will move further along the steps. To add the SMS sequence step on Reply: 1. Click the Plus button in the top right corner of the Steps tab/the SMS icon at the bottom of the page for existing sequences or press Add Sequence Step in Sequence Wizard for a new one. 2. In the pop-up window, choose manual or automatic SMS from the drop-down list above: 3. In the SMS editor, enter your text and add links if necessary. After you've added the SMS step, you can drag and drop it in the sequence to rearrange the order of steps. Note that when a contact replies to your SMS, it is synced into Reply and you can see the event in the Activity log of a contact profile.

Last updated on Oct 22, 2026

Inbox at the sequence level

In addition to the consolidated inbox, which shows all threads from all sequences and team members in one place, you can also use the inbox at the sequence level. The sequence-level inbox allows you to view only the threads that were initiated within a specific sequence. This helps you focus on conversations related to one outreach campaign and review replies without the noise from other sequences. To access the inbox at the sequence level: 1. Click on the needed sequence. 2. Navigate to the Inbox tab. The threads within the selected sequence will be shown. 💡Note that: - The inbox at the sequence level shows threads initiated by all sending email addresses connected to the sequence. - One sequence can belong to one team member but still use multiple sending email addresses. - You can also view threads started with contacts, even if the sequence owner is not the contact owner. The sequence-level inbox has the same functionality as the consolidated inbox. You can: - View threads - Respond to replies - Filter replies - Manage categories At the sequence level, the inbox does not include: - Filtering by sequence, because the inbox already displays messages from one specific sequence. - Filtering by team member, because the inbox already displays threads related to sequences created under your Reply account. The global inbox and sequence-level inbox are fully synced. Any updates made in one inbox are automatically reflected in the other. This includes: - New replies - Read and unread message status - Sent responses - Created categories - Other thread updates

Last updated on Oct 22, 2026

Bounce rate threshold handling

A low bounce rate is one of the mandatory rules that you are required to follow to protect your account's reputation and improve the quality of your communications with contacts. All rules are listed in Reply Usage Policy. Bounce rate threshold handling in Reply Previously, the acceptable bounce rate for a sequence was 15%. Once these rates were reached, the sequence was suspended and stopped, and it was impossible to resume it. As a result, you had to create a new sequence and manually move all the contacts to it to resume your activities. The huge disadvantage of such an approach was that there was no guarantee the sequence would reach the same threshold twice a day. A new approach for bounce detection and handling The new logic allows you to manage the bounce routine easier with the enhanced bounce detection and suspension feature. Now you don't have to manually move the remaining contacts to another sequence. The step will be automatically resumed. As a result, you can spend less time managing sequences. The new acceptable bounce rate is 8%, which is calculated every 24 hours. If you reached an 8% bounce rate while sending some of your steps: - The step will be stopped until the end of the current day; you will be notified about it, and the toggle of your sequence will be red. - The follow-ups will be sent even if the threshold is reached. - The step will be resumed the next day during the sending window hours you have set. During the new day, the bounce threshold will be reset to 0, and the same logic for bounce calculation will be applied. Bounces are calculated per all email steps and all sending emails in the sequence. The number of bounced emails is calculated once an hour. Important. The limit for the number of emails sent during a day will also affect the logic for bounce calculation. The number of allowed emails during the day is 200 emails (sent per entire sequence and for the current sending window). Here's how it works: - If 199 or fewer emails were sent and an 8% bounce threshold is reached, the first step as well as any other steps in the sequence are not stopped. - If 200 or more emails are sent and an 8% bounce threshold is reached, the logic for bounce rate threshold handling will be applied. Please note. You can also track the status of your sequence and its bounce rate by its toggle: when the sequence reached a 4% bounce rate, the toggle of the sequence will be orange, and when an 8% bounce rate is reached, the toggle will be red. What is bounced email & bounce rate? Bounced emails are emails that you have sent, but for some reason, these emails were rejected by the mail server, so they are not delivered. There are two types of bounced emails: - hard bounce: permanently rejected emails - soft bounce: temporary undeliverable The reason for this can be the outdated or incorrect email addresses of the contacts you are trying to reach out to. For example, the email addresses belong to people that are not related to the same business anymore, invalid, nonexistent emails, etc. As a result, the server is unable to accept emails that are sent to such contacts. To understand why your emails bounced, you need to check the Delivery Status Notification message. You can find this message in your email account Inbox as a reply to your sent email. This message will contain bounce error codes and an explanation of how to manage them. Here's an article that explains the most common types of such errors. The bounce rate is calculated in the following way: Bounce rate in % = Bounced emails x 100 / Total people contacted The best way to avoid emails that bounce is to check your contact lists before starting the sequence. For this, you can use the Reply email validation service. However, there can still be a place for bouncing. The higher the bounce rate, the greater the risk that your sequence will be suspended and you will obtain a negative reputation for your domain. For this reason, Reply provides you with some bounce rate threshold handling techniques. Recently, it was updated with new changes. Let's take a look at the new approach to bounce calculation and how it affects the sending email steps in your sequences.

Last updated on Oct 22, 2026

How to Assign Contacts to Matching Email Providers

In your sequence, the email addresses of your contacts may be associated with various providers. To enhance deliverability, consider enabling the 'Matching Email Providers' feature. This feature automatically pairs contacts with corresponding sending email addresses based on email providers (for instance, Outlook to Outlook, Gmail to Gmail), thereby increasing the likelihood of successful email deliveries. As a result, you can not only save time but also refine your sender reputation (increase the odds your emails will land in the Inbox instead of Spam), facilitating smoother and more impactful interactions with your audience. By focusing less on technical issues, you can devote more effort to creating meaningful connections through your messages. Check the Email Providers of Your Contacts When adding or uploading contacts to a sequence, Reply automatically detects the providers associated with the email addresses of your contacts. To check the email providers of your contacts, follow these steps: 1. Open the People page from the header menu and navigate to the Contacts tab. Alternatively, you can open a particular sequence and navigate to the People tab. 2. By default, the contact providers are not shown in the grid. To make this information visible, click on the three horizontal dots in the upper-right corner. 3. Check the Provider column. https://www.loom.com/share/b688ecae25ba4c4b85eea015a81b40db Once the Provider column is enabled, you can instantly check the detected email providers of your contacts: Important note: - If a contact is simply uploaded to Reply but not added to a sequence, detection will not happen. - When a provider is not detected, the column will display 'Unknown' as the status. Enable the "Matching Email Providers" Feature By default, the matching email providers feature is turned off, and all the contacts in a sequence are automatically assigned among the connected email accounts in random order per the round-robin logic. The "round-robin logic" refers to a method where contacts are distributed evenly and cyclically among the available sending email addresses; each email address takes turns sending an email to the next contact in the sequence. To enable the matching email providers feature, follow these steps: 1. Open a sequence and navigate to the Settings tab. 2. Expand the General settings. 3. Turn on the "Matching email providers" toggle. 4. Click on the Save settings button. https://www.loom.com/share/28d76927b19e4d21a0a5c5edc1522747 That's it! Now, the contacts in your sequence will be automatically distributed between the sending email addresses with matching email providers. To learn how to connect multiple email accounts to your sequence, refer to this guide. Important note: - The feature will only be active for contacts in the sequences where it has been enabled. - If the sender's (connected sending email address) and the receiver's (contact added to a sequence) email providers match, Reply will assign a sending email based on the match. - For unmatched contacts, Reply will distribute them randomly among the available sending email addresses using round-robin logic. - When the feature is toggled off or on in a sequence where assignments have already taken place, the existing contacts that have been assigned will remain unaffected. Only the newly added contacts will be assigned to sending email addresses according to the enabled or disabled matching logic.

Last updated on Oct 22, 2026

Conditional sequences overview

Conditional sequences let you customize your outreach workflow in Reply. By using conditions, you can create multiple branches within your sequences based on specific criteria and outcomes. This overview explains the main features of conditional sequences and how to use them. What are conditional sequences? Conditional sequences let you split your sequence into different branches based on a condition’s outcome, creating a more flexible workflow. Instead of creating several separate sequences, you can now set up conditions within a single sequence. We've introduced two new steps in conditional sequences: - Condition: Splits the sequence into two branches based on whether the condition is met or not (e.g., if a contact has opened an email, accepted the LinkedIn connection request, etc). - Action: The available action is Move to Sequence. You'll still have access to the existing steps, such as Email, LinkedIn, Call, WhatsApp, SMS, Zapier, Task. How to use conditions? With conditional sequences, you can divide your workflow based on various properties. For example, you can create a branch if: - The LinkedIn Connection Status is "Connected"; - A LinkedIn URL is set; - The Email Validation Status is valid; - A contact has opened, viewed, or replied to your email; - A contact's Status is "Active" or another specific status, etc. When you add a condition, your sequence splits into two paths: Yes and No. - The Yes path runs for contacts that meet the condition. - The No path runs for those who don’t. Each path is numbered automatically. For example, if you add a condition at Step 4, it will split into 4.1 (Yes) and 4.2 (No). You can also zoom in or out, or enter/leave full screen for better navigation and overview. Monitor for When you apply a condition, the system will monitor it for a specified duration. For example, if you set this duration to 4 days, the system checks every 10 minutes to see if the condition is met. If the condition is met at any time during this period, the contact moves to the next step immediately. If not, the contact will move to the "No" branch at the end of the 4 days. 💡 For LinkedIn Connection Status and LinkedIn InMail Status conditions, the system requires a minimum monitoring time of 2 hours to detect results correctly. Wait For The Wait For feature follows the step delay logic and allows you to add a specific interval between steps in your sequence. You can set how long the system waits before moving to the next step. The step delay before each next step starts only after the condition is completed and a contact moves to that step. Deleting steps To delete a step, hover over the top-right corner of the step and click the bin icon. You have three options for deleting a condition step: - Delete condition with all steps below: Removes the condition and everything under it. - Delete condition with steps in branch "Yes": Removes only the steps in the "Yes" branch. - Delete condition with steps in branch "No": Removes only the steps in the "No" branch. Tracking stats and performance You can easily monitor how many contacts move through each branch of your conditional sequence, both in numbers and percentages. To track performance for each step, you can check out the steps and substeps (like 4.1, 4.2, etc.) on the People or the Stats tab. Switching from regular to conditional sequences If you have an existing sequence and want to convert it into a conditional sequence, the easiest way is to duplicate the current sequence and move your contacts over to the new conditional one. If you want to learn more details, please check the following article.

Last updated on Oct 22, 2026

Sequences page overview

The Sequences page is the first page you see after logging into Reply. It displays all your sequences, their current statuses, and performance metrics. From this page, you can: - Create and open sequences - Run or pause sequences - Archive or delete sequences - Organize sequences into folders - Duplicate sequences - Add people to sequences - Save sequences as templates - Search, sort, and filter sequences - Change sequence owners Sequence metrics and statuses Each sequence in the grid includes performance and activity information. Sequence metrics The grid contains the following columns: - Name - Name of the sequence. - People - Number of contacts currently participating in the sequence. - Open rate - Number of opened emails. - Email Reply rate - Percentage of contacts who replied to email steps in the sequence. - LI Reply rate - Percentage of contacts who replied to LinkedIn steps in the sequence. - Reply rate - Overall sequence performance indicator: - 0–3% - Low (red) - 3–10% - Medium (yellow) - More than 10% - High (green) - Connection rate - Number of accepted connection requests. - Progress - Ratio between active and finished prospects in the sequence. - Owner - Team member responsible for the sequence. - Email Deliveries - Number of successfully delivered emails in the sequence. - LI Deliveries - Number of successfully completed LinkedIn delivery actions in the sequence. - Deliveries - Number of delivered emails and the ratio between Total people and Contacted metrics. You can manage the columns by adding the ones you want to display on the main page and removing the ones you do not need. To do this: 1. Click the Customize columns button on the right side of the page. 2. To remove a column, click the X icon next to it. 3. To add a column, click Add column and select the column you want to display. 4. To restore the default layout, click Reset view to default. Sequence statuses The first column in the sequence grid shows the sequence status toggle. - Green - Active sequence - Blue - Finished sequence - Orange - The sequence is not running properly because of the issue - Red - Stopped sequence or sequence with issues You can use the toggle to start or pause a sequence. If the toggle is orange or red, hover over it to view the reason preventing the sequence from running. For example, the email or LinkedIn account is not added to the sequence. The pop-up message includes links that help you update the required information. Sequence folders Sequence folders help you organize multiple sequences. Folders are personal: your teammates don't see your folders, and you don't see theirs. To create a folder: 1. Next to Folders, click the + icon. 2. Enter a name and click Create. The name can be up to 128 characters, and each of your folders needs a different name. To move a sequence to a folder: 1. Select the sequence in the grid 2. Click the Move to folder icon 3. Select the needed folder A sequence can sit in one folder at a time. Moving it to another folder takes it out of the first one. To rename or delete a folder, hover over it, click the three-dot icon (⋮) next to its name and choose Rename or Delete. 💡 Deleting a folder doesn't delete the sequences inside it. They stay in your sequence list, just without a folder. Search for a sequence Use the Search field in the top-right corner of the Sequences page to find sequences by name. Sorting and filtering Use the drop-down lists at the top of the Sequences page to sort and filter sequences. Available sorting options include: - People count - Status - Alphabetical order - Creation date - View date The second drop-down list relates only to statuses, so here you can select particular statuses: - All statuses (default) - New - Active - Paused - Archived The third drop-down list lets you filter sequences by type: - All (default) - Regular sequence - AI SDR sequence - AI SDR Strategist sequence The last drop-down list relates to sequence owners. By selecting a specific sequence owner, you can quickly sort all of your sequences according to their respective owners. Actions with a sequence Open the three-dot menu next to a sequence to access additional actions. You can also select one or multiple sequences and use the quick action icons at the top of the page, such as Activate, Pause, Archive, Move to folder, and Delete. Add contacts The Add people action lets you add contacts to a sequence. You can add contacts using: - Import from CSV - Add from existing - Create manually Duplicate The Duplicate action creates a copy of the sequence with the same settings. The duplicated sequence: - Does not include contacts - Has Paused status by default You must manually add contacts and launch the duplicated sequence. Change owner The Change owner action lets you assign another team member as the owner of the sequence. Save as template The Save as template action saves the sequence to your templates list. Move to folder The Move to folder action lets you organize sequences into folders. Archive/Unarchive The Archive action moves the sequence to the archived list. Before archiving, the sequence must be paused. Archived sequences appear at the bottom of the Sequences page. Delete The Delete action permanently removes the sequence from the system. 💡 Note that deleted sequences cannot be restored.

Last updated on Oct 22, 2026

Triggers

Triggers in Reply are built-in automations that run based on specific events or conditions, such as a contact opening an email or replying to a message. When a certain event or condition occurs, you can define an action, for example, assign a contact stage, move the contact to a sequence, or remove them from a sequence, so these updates happen automatically. For example, if a contact opens an email or clicks a link, you can automatically assign them the Interested contact stage to easily identify engaged prospects. 🎥 Check out the video below for a quick overview of triggers. https://www.youtube.com/watch?v=xzgxHN6FHD8 How to create a trigger? 1. Go to Settings → Triggers. 2. Click New trigger in the upper-right corner. 3. Enter a name for your trigger, then select the event in the When section. 4. (Optional) Use the If section to add conditions. 5. In the Then section, choose the action(s) to perform. 6. Save the trigger and enable the toggle to activate it. List of available triggers Below is the full list of triggers, with descriptions and the actions you can automate for each. | Trigger | Description | Actions | | --- | --- | --- | | Contact created | Activates when a new contact is added. | Move to Sequence, Add to List, Update Contact Field, Set Contact Stage, Assign Owner | | Contact updated | Activates when a contact's information changes. | Move to Sequence, Remove from Sequence, Add to List, Set Contact Stage, Assign Owner | | Account created | Triggers when a new account (company) is added. | Set Account Stage (choose from New, Qualified, Meeting Booked, etc.) | | Contact replied to sequence email | Activates when a contact replies to an email in a sequence. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Contact opened sequence email | Activates when a contact opens an email in a sequence. | Mark as Finished, Move to Sequence, Remove from Sequence, Add to List, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Contact clicked on a link | Triggers when a contact clicks a link in a sequence email. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Contact finished sequence | Activates when a contact's status changes to 'Finished', either manually or after a prospect completes all steps in a sequence. | Add to List, Move to Sequence, Remove from Sequence, Update Contact Field, Assign Owner, Set Contact Stage | | Inbox category set for reply | Activates when an Inbox category is set for an email or LinkedIn reply (e.g., Interested, Not Interested, Do Not Contact, etc.). | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Contact opted out | Activates when a contact unsubscribes from emails. | Add to List, Remove from Sequence, Update Contact Field, Assign Owner, Set Contact Stage | | Call was logged | Activates when a call is completed and logged in your system. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Sequence email was sent | Activates when a sequence email is successfully sent. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | Sequence email was bounced | Activates when a sequence email fails to reach a contact. | Add to List, Move to Sequence, Remove from Sequence, Update Contact Field, Assign Owner, Set Contact Stage | | LinkedIn connection accepted | Activates when a contact accepts an automatic LinkedIn connection request sent as part of a sequence. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | LinkedIn message reply received | Activates when a contact replies to a LinkedIn message sent as part of a sequence. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | LinkedIn connection request forbidden due to privacy settings | Activates when a contact in your sequence cannot receive a LinkedIn connection request because their privacy settings block it. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage | | LinkedIn connection request forbidden due to lack of email | Activates when a LinkedIn connection request cannot be sent because the contact's email address is missing.Some LinkedIn users restrict connection requests so that only people who know their email address can connect with them. If the email is not available or does not match the email address associated with the contact's LinkedIn account, the connection request cannot be completed, and this trigger is activated. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage. | | LinkedIn URL is invalid (missing data) | Activates when a contact's LinkedIn URL is invalid or missing, preventing LinkedIn steps in the sequence from running. | Add to List, Move to Sequence, Remove from Sequence, Mark as Finished, Update Contact Field, Pause Contact, Assign Owner, Set Contact Stage. | You can also refine triggers by adding conditions, like a specific sequence or sequence step, so the automation runs only for the contacts you want, at the right stage. Triggers for organizations In Organization mode, triggers work across the current team. A trigger created by one team member can apply to contacts and sequences owned by other team members, so you don't need to create the same automation separately for each user. However, each user can only see their own triggers. If you want to limit a trigger to specific contacts or sequences, you can add conditions such as: - Contact owner - Sequence owner For example, you can create a trigger that moves contacts to a sequence only when the contact owner is a specific team member. 💡 Triggers do not automatically apply to other workspaces in the organization. Trigger examples Below are a few examples of how triggers can be used to automate your workflow: 1. If a contact opts out → Remove them from the sequence and set the Do Not Contact stage. 2. If a LinkedIn URL is invalid → Remove the contact from the sequence to avoid missing data. 3. If a call is logged with a positive outcome → set the contact stage to Interested.

Last updated on Oct 22, 2026

How do I reconnect a mailbox with an expired connection token?

When Reply loses access to an email account, the system cannot send emails or check your mailbox for replies. The reason for this is the expiration of the connection-token. Let's have a look at this in detail! About the connection-token A connection token links Reply to your email account. This happens when you add a mailbox to your account, allowing access to your email provider. The token must be active for Reply to send emails and handle your sequences. Reasons for the expiration A connection token for your email account may expire for a few reasons. Here are some of them: - security updates; - changes in your email account settings; - the email provider requires a re-authorization. When this happens, you need to reconnect your mailbox to ensure everything works smoothly. Steps to fix Once your connection-token has expired, Reply will send you an email and notification with the steps to fix it. Here is also a detailed guide on the steps you need: 1. Open the Email Accounts tab of your Settings; 2. Hover over your mailbox; 3. Click the Reconnect icon on the right: 4. Re-confirm the email; 5. Sign in to Reply: 6. Grant Reply access to your mailbox: 7. Done! If you see a green dot next to your email account, it means it is well-connected and ready for sending now. 💡 Important: These steps work only for single-click email account connections. If you use the Other Provider option, you need to delete the mailbox and add it back from scratch. Steps to check Reply's access It is possible to check what Reply can access through your email account's settings. Here is how you may check it for the GSuite mailbox: 1. Click on your profile's icon; 2. Choose Manage your Google account; 3. Go to the Security tab; 4. Move to the Your connections to third-party apps & services section: 5. Find Reply and check whether the access is granted. 💡 Important: if you remove access, the mailbox will be disconnected. It means your outreach in Reply will be paused. Connection notifications Reply sends notifications to let you know there are problems with the mailbox. Here is where you can find those: - Your Inbox - you can find the email in the Inbox on the provider's side: - Sequence log - there is a notification in the sequence log: - Sequence toggle - the toggle's color will change to orange: That is it! If you have any questions left, feel free to reach out to our Support team in chats or at [email protected].

Last updated on Oct 22, 2026

Zapier step

You can use a Zapier step in your sequence to connect Reply with 7,000+ apps available on Zapier. When a contact reaches this step, it triggers an action in Zapier, allowing you to automate tasks outside of Reply. When adding a Zapier step to your Reply sequence, you can choose how the sequence should continue: - Move to the next step immediately – the contact continues in the sequence right after the Zapier step is triggered - Wait for action from Zapier to move to the next step – the contact pauses at this step until Zapier sends a signal to continue How to add a Zapier step in Reply? 1. Go to the Steps tab in your sequence or create a new sequence. 2. Click the + (Add step) button. 3. Select the Zapier step. 4. Choose how the step should behave (move immediately or wait for Zapier action). 5. Click Save. 💡 You can add only one Zapier step per sequence. How to set up your Zap in Zapier? After adding the step in Reply, you also need to configure it in your Zapier account. Option 1: Move to the next step immediately Use this option if you want the sequence to continue without waiting. 1. Open Zapier and click + Create → Zaps. 2. Select Reply as the app. 3. Choose Zapier Step Launched as the trigger event. 4. Add a Filter step to specify which sequence the trigger belongs to. 5. Copy the sequence ID from your browser URL in Reply. 6. Paste it into the filter in Zapier. 7. Choose the app you want to connect (e.g., a CRM) and the action event. 8. Map the fields from Reply to the connected app 9. Test the Zap and publish it once you're ready. Option 2: Wait for action from Zapier to move to the next step Use this option if you want to control when the contact moves forward in the sequence. In this case, you'll need to set up two Zaps: 1. Trigger Zap (send data to another app) – this is the same as in Option 1, where you set up a Zap with Zapier Step Launched to send data to another app. 2. Action Zap (move to the next step in the sequence) - Create a new Zap and select Reply as the app. - Choose Move to the Next Step as the action. - Select the sequence you want the contact to move through and map the contact email to the Contact Email field. - Test the Zap and publish it. Once both Zaps are active, your Zapier step will trigger actions in external apps and control how contacts move through your sequence.

Last updated on Oct 22, 2026

Handling Out-of-Office replies

When you get Out-of-Office emails from your contacts, Reply can automatically assign the Out-of-office status and temporarily pause or resume these prospects. There are two ways of handling such emails:  - Manual; - Automatic. This article will cover both options, so you can pick the one that works best for you.  Automatic handling This option works best if you want our system to manage Out-of-Office contacts automatically. It can both pause and resume them after some time. Here are some of the key moments👇 - The feature is enabled by default. - All contacts with Out-of-Office status are affected. If you are ready to try the automatic handling, follow these steps: 1. Go to the Emails tab of your Settings; 2. To enable the feature, turn the toggle on; 3. Set the number of days to resume the contacts. 💡 Important: All the contacts with the Out-of-Office status will be resumed in the specified number of days. The system cannot detect the days mentioned in the email, so it uses this setting for all the cases. Manual handling If you want to control the contacts fully, choose the manual handling. You can resume prospects by changing the status from Out-of-Office to Active. Here is how you can do it: 1. Go to the People tab of your sequence; 2. Select the Out-of-Office contacts; 3. Click the Change status icon: 4. Click on the "+" next to the Active status: Once you apply the changes, the contact will be activated, and will keep on getting your emails. 💡 Important: Once the Out-of-Office contact replies to your email, we detect this response and change the contact's status based on your sequence settings: Mark the person as finished or Continue sending emails.

Last updated on Oct 22, 2026

Duplicating sequences and moving people over

The Duplicate feature creates an exact copy of your sequence, including all steps, settings, and templates — but not contacts. You may need to duplicate a sequence when: - You need to edit steps that some contacts have already completed. Once a contact finishes a step, it can’t be changed in the original sequence. - You added or removed email accounts after starting the sequence and need to reassign contacts evenly. - You want to move prospects back to a step they’ve already completed, which isn’t possible in the same sequence. If contacts were added to the sequence before email accounts, you might see an error that some contacts are unassigned. Duplicating the sequence and moving them over ensures they are correctly assigned. First, duplicate a sequence: 1. Go to the Sequences page. 2. Click on the 3 dots next to the original sequence. 3. Click Duplicate: This action clones the original settings except for People and any associated metrics. The duplicate sequence will appear in the list of sequences and will be named accordingly: Name of the original sequence + "- Copy". For example, if your original sequence is named Outreach, the duplicate will be named Outreach - Copy. Second, move the people from the original sequence to the new one. To do this: 1. Open the People page of the original sequence and select the contacts you want to move to the new sequence. 2. Click the Move to Sequence button. 3. Select the duplicate sequence from the drop-down list that appears. 4. Choose the step you want to move the contacts to and confirm by clicking the Move contacts button. In the drop-down, the Owner icon to the right of a sequence shows the sequence owner's initials. Hover over the icon to see the owner's name. 💡Important Note: When moving contacts to a sequence or step with a delay, make sure to select the Ignore step delay option if you don’t want to wait for the delay before emails are sent. Currently, the Ignore step delay toggle is always turned on. It only applies to the first step you move the contacts to. For example, if you move contacts to Step 2, Step 2 will be processed immediately, but the rest of the steps will follow the scheduled delay as expected. Note: If you need to move some specific prospects, who didn't reply, opt out, bounce, and didn't receive any emails yet, create a filter with the following properties: To move people who already received a number of emails, simply change the Emails sent Exactly line to 1 time for Step 2, to 2 times for Step 3, etc. 💡Important Note: When moving a prospect to a follow-up step in a duplicated sequence, make sure to set a subject line. If a subject line is blank for follow-up steps, emails will go out without it, since there is no previous subject line to refer to in a duplicated sequence.

Last updated on Oct 22, 2026

How do I manage columns on the People tab?

Reply lets you adjust columns in the grid to display the most relevant and adjust their width. This article will briefly describe each column and will show actions with them. Actions with columns One of the handy actions available to check is resizing the columns. Here is how you can do it: 1. Open the sequence; 2. Go to the People tab; 3. Hover over the column title to open the resizer: 4. Adjust the column to whatever size you need and done! Another thing you can try is changing the order of the columns and removing them from the view. Here is how you can set these up: 1. Go to the People tab; 2. Click on the Settings icon: 3. Click & hold the column and move it anywhere you need; 4. To remove a column from the view, click on the Delete icon: You can also add a new column in the same menu by hitting the dedicated button. Here is how it looks: If you have checked all columns and they do not fit the screen, use the horizontal scroll for navigation. Columns description Name - Prospect's name. You cannot uncheck this field. Email - Prospect's email. You cannot uncheck this field. Company - Prospect's place of work. Title - Prospect's position. Status - Prospect's status in the sequence. Delivered - This column displays how many times an email was delivered to the prospect. Opens - This column displays the unique number of email opens for each step and the sequence. For example, if the prospect is on the second step and has opened each step, then Opens = 2. Views - This column displays how many times the prospect opened your email. Each email opening is taken into account. Replied - This column displays how many times the prospect replied to your email. Current step - This column displays the step the prospect is on now. Delivery date - Date of email delivery to the prospect. Each specified step records the delivery date for this specific step. Inbox - This column displays which Inbox category the prospect's reply got to. Country - Prospect's country. City - Prospect's city. Phone - Prospect's phone. State - Prospect's state. This is it! If you have any questions about columns or the People tab, feel free to message our Support team in chats or email them at [email protected].

Last updated on Oct 22, 2026

Inbox sorting

Inbox is an automated mechanism that sorts replies by clusters or phrases into different categories. This helps you quickly find contacts interested in your offer and reply to them manually. Inbox categorization works for email, LinkedIn, and LinkedIn voice message replies. Categories and sub-categories There are two groups of Inbox tags: categories and sub-categories. While we let you add new custom categories for customization, we also have default ones. Here is a list of our categories: - Interested / Not interested - Not now - Do not contact - Forwarded There is only one sub-category to work with: the Meeting intent. This one is assigned when the prospects show interest in booking a meeting. 💡 Important: You can only assign one category and sub-category to each response. It is not possible to add multiple categories. For example, you can label a response as Interested + Meeting Intent. Inbox filters For an even smoother experience, we have added Inbox filters. There are two types of filters: - based on the channel: - based on the email state: - based on the sending email, time, and category: These filters can help you find the needed thread and save some time. Categories and triggers It is possible to automate the actions with the replied contacts based on the categories. Here is how you can do it: 1. Go to the Triggers tab of your Settings; 2. Click New trigger: 3. Pick Inbox category set for reply: 4. Choose any category you need for the IF condition: 5. Pick Then action (Move to sequence, lists, pause, etc.): Now, you can save the changes and it is done! Reply will automatically handle all the contacts that match the IF condition. This is it! If you have any questions left, feel free to reach out to our Support team in chats or email them at [email protected].

Last updated on Oct 22, 2026

Why are the contacts not assigned to my email?

To launch an email campaign, you need to connect one or multiple accounts for sending. When you change the sending emails, we start the contacts' split and try to assign them to new mailboxes. However, there are cases when you need to do it manually. In this article, we will cover both variants. Manual contacts assign Possible reasons Sometimes an automatic split between email accounts does not work, so you need to do it manually in the People tab. Here are the reasons👇 - deleting an active sending email (contacts linked to the deleted email will not be reassigned to new mailboxes) - adding a new email account instead of the deleted one (same here, you need to assign people manually) - adding a new mailbox to the sequence with active sending emails (the contacts may already be assigned to existing mailboxes; we will not be changing emails automatically) Any of these reasons may happen and you can see an error notification over the toggle. Steps to fix If you see an error notification, you can manually assign contacts and start your sequence. Here is what you need to do: - go to the People tab of your campaign - create a filter to find Unassigned people Once you get your contacts list, select them all and use the dedicated icon to link a sending email. Automatic contacts assign There are a few cases when contacts can be automatically assigned once you change your email accounts. Let's take a closer look at each one! | Action | Condition | How contacts will be assigned | | --- | --- | --- | | You connect a new email account to a sequence. | - There is no other email account connected.- You add contacts, but they don’t have email accounts assigned yet.- Added contacts have never had email accounts assigned before. | Reply will automatically assign a new sending email to your prospects. | | You connect a new email account to a sequence. | There are active sending email accounts in a sequence, and some of the contacts are assigned to them. | Nothing changes for contacts assigned to existing email accounts.☝️ If you start adding new contacts, they will be assigned to all email accounts (including the newly added one). | | You upload contacts to a sequence. | There are one or a few email accounts connected. | Newly added contacts will be automatically assigned to all connected email accounts. |

Last updated on Oct 22, 2026