Why aren't all contacts from my audience being enrolled in my sequence?

If you notice that not all contacts from your audience are being enrolled in your sequence, it may be due to resequencing rules. These rules prevent contacts from being enrolled in multiple sequences within a certain timeframe.

Diagnosing Exclusion Reasons

Before troubleshooting specific issues, identify why contacts were excluded:

1. In your Play/Sequence, navigate to Metrics > Enrollments > Not Enrolled (or check Execution Logs) to see the specific exclusion reason.

2. Open a sample contact's record and review:

   • Exclusions tab for active exclusion rules.

   • Activity tab for notes indicating “already enrolled,” “recently enrolled,” or CRM‑exclusion status.

3. Note that sequence‑level exclusions take precedence over global exclusion settings—if a specific exclusion is configured at the sequence level, you'll need to adjust that sequence's settings or use a different sequence without that exclusion.

Checking for Resequencing Issues

1. Go to your play's log page (e.g., https://app.unifygtm.com/play-builder/[play-id]?builderTab=Log)

2. Look for entries indicating that contacts were recently enrolled in other sequences

Adjusting Resequencing Settings

To allow contacts to be resequenced or modify the resequencing timeframe:

1. Navigate to Settings > Organization > Sequences

2. Go to the Rulesets tab

3. Adjust the resequencing rules as needed

Checking for Global Exclusion Conflicts

If adjusting resequencing settings doesn't resolve the issue, global exclusions may be preventing enrollment even when exclusions are toggled off at the audience level.

1. Navigate to your global exclusion settings

2. For the relevant exclusion (e.g., customer exclusion), turn off the "unenroll from sequence" toggle

3. Wait approximately 30 minutes for exclusion changes to register

4. Try enrolling contacts into your sequence again

Important: Consider turning the "unenroll from sequence" toggle back on after your sequence completes if this is a one-time campaign. For ongoing use, manually unenroll contacts from sequences when they convert to the excluded status.

Checking for Mailbox Capacity Issues

If contacts are enrolled but emails aren't sending, check for mailbox capacity limitations:

• Ensure your sequence status is set to "Active" – paused sequences will not send queued emails

• Check your configured sending hours and US holiday settings – emails only send during the configured send window, on business days, and not on holidays by default

• Open a queued email to see the scheduled send date/time to confirm whether delays are due to timing rules or backlog

1. Navigate to your play's log page to see if contacts show as "queued" rather than "sent"

2. Check if your mailboxes have existing backlogs from other active sequences

Note: Each mailbox can only send 25 emails per day with a 4-8 minute throttle between sends. Sending follows a first-in-first-out (FIFO) order across all sequences sharing that mailbox. When the daily limit is reached, new enrollments are queued and will send at the next available slot. The system prioritizes active sequences over newly queued enrollments.

Solutions for capacity issues:

Option 1: Add multiple mailboxes to your sequence (recommended for preventing new backlog)

Adding multiple mailboxes distributes new enrollments across all selected mailboxes, multiplying your total daily capacity. For example, 5 mailboxes provide 125 emails/day total capacity.

1. Navigate to Play Builder and open your sequence

2. Click on the Sequence node

3. Go to routing → Edit persona routing

4. Select the additional mailboxes you want to use

5. Republish the play

Option 2: Reassign queued emails (to clear existing backlog)

Use the Email Backlog feature to reassign emails that are already queued:

1. Navigate to Email Backlog

2. Select Reassign Sequence Enrollments

3. Choose target mailboxes with available capacity

4. Complete the reassignment

Note: Only queued Step 1 enrollments can be bulk reassigned. Reassignment may cancel the current queue, potentially requiring manual re‑enrollment afterward.

Option 3: Increase daily send limits (customer‑owned Gmail mailboxes and primary domains)

Primary Domain Mailbox Limitations

• No additional mailboxes can be added to primary domains – you cannot distribute load across multiple mailboxes within the same primary domain.

• Daily send limits can be increased to 65 emails/day upon request – similar to customer‑owned Gmail mailboxes, but this is the maximum limit to maintain optimal deliverability.

When to Request Limit Increases for Primary Domains

• Your primary domain mailbox consistently hits the 25 email/day limit.

• You cannot switch to using multiple customer‑owned mailboxes.

• The 65 email/day capacity would meet your campaign needs.

Important: The 65 email/day cap exists for deliverability reasons – exceeding this limit could negatively impact your email reputation and delivery rates.

• Unify‑managed mailboxes are fixed at 25 emails/day for optimal deliverability

• Customer‑owned Gmail mailboxes can be increased up to 65 emails/day upon request

• Contact support to request limit increases for eligible mailboxes

Option 4: Reduce enrolled recipients

• Unenroll contacts from high-volume, lower‑priority sequences to free up capacity

• Temporarily pause lower‑priority sequences that share the same mailbox to free up capacity for higher‑priority campaigns

Relaunching Your Play

After adjusting the resequencing settings:

1. Create a new play using the same audience

2. Launch the new play to enroll the previously excluded contacts

By following these steps, you can ensure that all contacts in your audience are properly enrolled in your sequence and that emails are actually being sent, while addressing resequencing rules, global exclusion conflicts, and mailbox capacity limitations.