Context

When you pause a play, you may notice that some enrollments continue to complete even after the pause action. This happens because pausing only prevents new enrollments from starting, but doesn't stop the execution of enrollments that were already in progress before the pause.

Answer

Currently, there is no built-in way to completely stop a play and terminate all in-progress enrollments. When you pause a play:

• New enrollments will not start

• Existing enrollments that were initiated before the pause will continue to complete

If you need to completely stop all activity for a play, you have these workaround options:

1. Bulk unenroll contacts through the Sequences tab:

   • Go to the Sequences tab and open the sequence(s) that participants were enrolled into

   • Open the Enrollments tab

   • Use search/filters (e.g., by persona, company, or other shared traits) to select the affected contacts

   • Click Unenroll at the bottom-right to bulk remove them

2. Delete or deactivate the associated sequence to prevent any further actions from executing

3. Wait for all in-progress enrollments to complete naturally

4. Create exclusion rules with proactive unenrollment:

   Set up exclusions based on domains or specific email addresses. Toggle on the setting to “proactively unenroll anyone in existing sequences” that match your criteria.

5. Use Salesforce field updates for automatic unenrollment (if applicable):

   Set up exclusion rules based on Salesforce field updates to automatically unenroll contacts when certain conditions are met.

6. Contact support for backend assistance:

   Reach out to support who can help unenroll participants from the backend when manual methods aren’t sufficient.