Troubleshooting playbook sequence enrollment issues

If your playbooks aren't enrolling contacts into sequences or showing zero enrollments, several common issues could be preventing successful enrollment. This guide covers the most frequent causes and their solutions.

Common enrollment blocking issues

75-day re-enrollment restriction

By default, contacts cannot be re-enrolled in new sequences for 75 days after their last enrollment. This applies even if you manually unenroll them and immediately try to re-enroll them in a different sequence.

Solution: Check your sequence settings to adjust this timeframe if needed, or wait for the restriction period to pass.

One sequence at a time limitation

Contacts can only be enrolled in one sequence at a time, regardless of whether their current sequence is active or paused. Even paused sequences count as active enrollment and prevent contacts from joining new sequences.

Solution: Manually remove contacts from their current sequences before enrolling them in new ones. For bulk removals, contact support for assistance.

"No routing target" enrollment failures

When contacts fail to enroll with a "No routing target" error, this indicates missing routing configuration in your play's sequence enrollment node.

Common scenarios

• Web Intent plays where visitors meet criteria but can't proceed to sequences

• Manual enrollment with companies having diverse personas not configured in routing

• CSV uploads where contact characteristics don't match routing paths

• Champion Tracking plays with job titles that don't match configured personas

Resolution steps

1. Edit your play's sequence enrollment node

2. Ensure routing is configured for all relevant personas and contact types

3. Add a default "Everyone else" routing option to catch unmatched contacts

4. Verify routing paths exist for all characteristics in your audience

Specialized play configuration requirements

New Hire plays

New Hire plays require additional persona configuration beyond routing setup:

1. Navigate to Settings > Organization > New Hire

2. Ensure all relevant personas are toggled on/tracked

3. This applies to both standard play setup and CSV uploads

Contacts won't enroll even with proper routing if their personas aren't enabled in New Hire settings.

Champion Tracking plays

Verify that records aren't excluded "old contacts" from job changes, as these are automatically excluded from sequencing.

CSV upload troubleshooting

If CSV uploads show '0 people uploaded', check your field mapping:

• Ensure each CSV column maps to the correct field type

• Phone numbers should map to 'Phone' fields, not boolean fields

• Boolean fields like 'Is Open to Work' expect TRUE/FALSE values

CSV imports may appear stuck at a low number of records (e.g., 9‑10 people) while background processing completes. Before assuming there is an error, consider the following steps.

• Wait 5–10 minutes for background processing to finish.

• Hard refresh your browser to see updated counts.

• Do not delete and re‑upload during this waiting period.

If personal email addresses are being excluded by global exclusions, add a Company Domain column (e.g., for Gmail users, use google.com) and re‑upload to avoid exclusions.

Best practices for successful enrollment

Proactive audience management

Configure persona filters directly within your audience settings before enrollment rather than relying solely on sequence exclusion rules. This approach provides:

• Preview of which contacts match your target personas

• Cleaner enrollment with fewer exclusions

• Better targeting precision

• Improved visibility compared to filtering later in the process

Phone number enrichment

For sequences requiring phone numbers:

• CSV audiences: Enable enrichment during upload to add phone numbers before the play runs

• Prospecting node plays: Turn on phone enrichment (4 credits per person) to populate numbers pre-enrollment

Managing exclusions for urgent sends

For time-sensitive sequences when exclusions are blocking enrollment:

1. Disable advanced settings exclusions and audience-level exclusions

2. Wait approximately 1 hour for changes to propagate

3. Execute the play

4. Keep exclusions disabled until all sequence steps complete

5. Reset exclusion settings after sequence completion

Play re-execution limitations

• Minimum play re-run interval is 1 day (cannot be set to 0)

• For immediate re-enrollment, create a new play with the same audience

• Allow 1 hour for exclusion setting changes to propagate before rerunning plays

If you continue experiencing enrollment issues after checking these common causes, contact support with specific details about your play configuration and the contacts that failed to enroll.