Context

When contacts are created in Unify, they may not always be enrolled in sequences as expected. This can happen even when the contact appears to meet the play criteria. Checking Play logs to understand why a contact wasn't enrolled can help ensure your plays are properly configured, and enroll as expected moving forward.

Answer

To check why a contact wasn't enrolled in a sequence:

1. Navigate to the play in the Play Builder

2. Click on the Execution Logs tab

3. Look for the contact's execution record to see any error messages or enrollment status

Common reasons why contacts aren't enrolled include:

• The contact's persona doesn't match the personas specified in the sequence settings

• Examples: A sequence for "Sales Manager" would match titles like "Manager, Sales", "sales manager", "Sales-Manager", "Manager of Sales", or "Regional Sales Manager". Titles with extra context like "Vice President of Marketing - Blue Apron at Wonder" would still match a sequence for "Vice President Marketing" based on the core keywords.

• Best Practices:

  1. Use core keywords like "Sales", "Marketing", "Engineer"

  2. Focus on core keywords rather than listing every variation—Unify handles variations automatically

  3. Test with variations

  4. Consider hierarchy levels (senior/junior)

  5. Account for industry differences

  6. Understand exclusion precedence: When using both include and exclude title fields, exclusions always take precedence over inclusions. For example, adding "director" to exclude titles will block "Executive Director" even if "Executive Director" is explicitly listed in include titles. To target specific director roles while excluding others, avoid broad exclusions like "director" and instead exclude specific variants (e.g., "Director of Operations," "Facilities Director").

• Common Titles to Exclude: When configuring personas, consider excluding generic titles that typically shouldn't be targeted, such as intern, assistant, chief of staff, admin, cos, administrative assistant, coordinator. Add these keywords to the “exclude titles” section in your persona settings to prevent unwanted enrollments.

• Strategic Alternative – Persona-Level Excludes: Instead of broad exclusion settings, use persona‑level excludes. Add keywords like “sales,” “account executive,” or “account manager” to the “exclude titles” field for each persona (Settings > Personas). This applies to all net‑new contacts and reduces system strain.

• Troubleshooting: If contacts aren't enrolling due to persona mismatches:

  1. Review actual job titles in your contact database

  2. Identify common variations and keywords

  3. Adjust sequence persona settings

  4. Use title exclusions in your persona settings if you need to avoid broader matches (e.g., to match only "President" but not "Vice President")

  5. Test with a small sample

• New Hire sequence configuration: For New Hire sequences specifically, ensure that the relevant personas are enabled for tracking in your new hire settings. Navigate to your new hire configuration settings and verify that persona tracking is toggled on for the personas you want to target in your New Hire sequences.

• Missing routing configuration for certain personas or default routing for "everyone else"

• Organization-level exclusions blocking the contact's company: Check your organization exclusion settings (found in Settings > Exclusions) to see if the contact's company is marked as a customer, partner, or other excluded type.Important: Company-type exclusions automatically exclude all people associated with those companies, not just the company itself. If a contact's company account is incorrectly categorized in your CRM (e.g., marked as "Customer" when they're actually a prospect), update the account type in your CRM system. Important: Company-level exclusions only match the exact company domain, not email domains or domain variations. For example, an exclusion for "gradient-labs.com" won't block "gradientlabs.com" (without hyphen). To ensure complete coverage, add all domain variations to your exclusion list or create a separate person-level exclusion based on email domains.

  Note: When adding a company to your organization exclusions, it may not immediately appear in the exclusion list UI. Companies only display in the exclusion list if they already exist in your CRM or have been deanonymized via web intent. However, the exclusion rule will still function correctly—if contacts from that company are added to your CRM or appear via web intent in the future, they will be properly excluded.

  Formatting multiple domains: When adding multiple competitor or partner domains to your exclusion list, enter them in the same field separated by commas (e.g., competitor1.com, competitor2.com, competitor3.io). Do not include http:// or www prefixes—use only the root domain.

  HubSpot Lists Not Supported: HubSpot lists cannot be used as exclusion criteria in Unify. You must configure exclusions using individual company domains, contact properties, or other supported criteria types.

• Organization-level exclusions blocking the contact's company: Check your organization exclusion settings (found in Settings > Exclusions) to see if the contact's company is marked as a customer, partner, or other excluded type. If a contact's company account is incorrectly categorized in your CRM (e.g., marked as "Customer" when they're actually a prospect), update the account type in your CRM system. Important: Company-level exclusions only match the exact company domain, not email domains or domain variations. For example, an exclusion for "gradient-labs.com" won't block "gradientlabs.com" (without hyphen). To ensure complete coverage, add all domain variations to your exclusion list or create a separate person-level exclusion based on email domains.

• The contact is currently enrolled in another Unify sequence (Unify automatically prevents multiple simultaneous enrollments)

• The contact is enrolled in an external sequence (like HubSpot) and your play has exclusion criteria for "currently in sequence"

• Free or educational email domain exclusions (check if the contact's email domain is flagged as freemail)

• The contact doesn't meet other play criteria beyond exclusion settings

• Sequence-level exclusions are blocking enrollment (e.g., "any associated deal") even when audience-level exclusions are turned off. Note: After toggling off sequence exclusions, there is approximately a 30‑minute delay before the changes take effect and contacts can be enrolled. Important: When using CRM-based exclusions (such as "last activity date"), Unify's email writeback can trigger CRM automations that update these fields, potentially causing contacts to be excluded or unenrolled from the same sequence minutes after enrollment—even when your CRM field mapping is set to "read only" in Unify.

• CRM sync timing delays causing exclusion evaluation gaps: Play triggers evaluate exclusions (such as "has open opportunity" or "currently in sequence") against data that has already been synced from your CRM into Unify. Both the CRM read sync and play triggers run on approximately 15‑minute cycles. If a CRM record (like an opportunity or lifecycle stage change) is created close to when a play executes, the exclusion data may not have synced into Unify yet at evaluation time, causing contacts to be enrolled despite meeting exclusion criteria in your CRM. Workaround: For high‑priority plays where timing is critical, add a short delay node (15‑30 minutes) at the start of the play to give CRM data more time to sync before exclusions are evaluated. Real‑time CRM sync is on the product roadmap but not yet available.

• Organization-level exclusions blocking the contact's company: Check your organization exclusion settings (found in Settings > Exclusions) to see if the contact's company is marked as a customer, partner, or other excluded type. If a contact's company account is incorrectly categorized in your CRM (e.g., marked as "Customer" when they're actually a prospect), update the account type in your CRM system.

1. Threaded email sequence with skipped root email: If the first email in a sequence is skipped (which acts as the thread root for subsequent reply emails), all following emails configured as replies in that thread will show a “step blocked” error and cannot be sent. This occurs because reply emails require the initial thread email to have been sent first. To resolve, you can (1) skip all remaining email tasks for the affected enrollment and move on, (2) unenroll and re‑enroll the contact so the sequence starts fresh from step 1, or (3) send one‑off emails outside of the sequence. Note that there is no way to retroactively fix an existing enrollment once the root email has been skipped.

Understanding Domain-Based Company Identification in Unify Exclusions

Key Considerations for Domain-Based Exclusions

• Acquisition Scenarios: If Company A acquires Company B, contacts from Company B's domain will not be excluded even if Company A is marked as a "Current Customer" in your exclusions. Each domain is treated as a separate entity in Unify's system.

• Multi-Entity Operations: Companies that operate under multiple brands or subsidiaries with different domains require separate exclusion entries for each domain. A single exclusion rule for the parent company won't cover all related entities.

Actionable Steps for Complex Company Structures

1. Audit your exclusion list for acquired companies: Review recent acquisitions and ensure both the parent company and acquired company domains are properly categorized in your exclusions.

2. Update CRM records for acquired entities: In acquisition scenarios where the acquired company operates under a different domain, update the CRM record for the acquired company's domain to match the desired exclusion status.

3. Create comprehensive domain coverage: For companies with multiple operating entities, add each domain variation to your organization exclusions to ensure complete coverage.

4. Monitor for domain variations: Be aware that similar domains (e.g., "gradient-labs.com" vs "gradientlabs.com") are treated as completely separate entities and require individual exclusion entries.

Prospecting‑Specific Persona Matching Issues

Prospecting plays use exact‑string “contains” matching for personas, unlike the fuzzy matching described earlier. The contact’s title must contain the exact text specified in the persona setting.

• A persona set to “CTO” will NOT match “Chief Technology Officer (CTO)” because the exact string “CTO” does not appear alone.

• A persona set to “Sales Manager” only matches titles that contain those exact words together.

1. Check persona string matching: verify your persona settings use exact title variations present in your prospecting data.

2. Data source limitations: LinkedIn is not included in prospecting data providers – Unify uses other sources.

3. Review actual title formats: examine the exact title formats available in your prospecting sources.

• Use exact title variations that appear in your data sources.

• Test with common abbreviations (“VP” vs “Vice President”).

• Create multiple persona variations for the same role type.

• Remember that prospecting data sources may have different title formats than your CRM.

To fix enrollment issues:

1. Review your sequence settings to ensure all relevant personas are included

2. Check that routing is properly configured for each persona

3. Check sequence-level exclusion settings, as these override audience-level exclusion settings and may block contacts even when exclusions are removed from the audience. Important: After disabling sequence exclusions, wait approximately 30 minutes before re‑running the play for the changes to take effect

4. Check organization-level exclusions: Review your organization exclusion settings to ensure the contact's company isn't incorrectly categorized as a customer or other excluded type in your CRM.

5. Audience filter criteria restricting enrollment: verify whether the play includes audience filters that limit enrollment based on company existence in your CRM (e.g., “companies that don’t exist in Salesforce”). Remove or adjust these filters if you want to enroll contacts from existing companies.

Testing Plays Before Full Deployment

Before running a play at scale, test with a small sample to verify routing, variable rendering, and enrollment logic.

Create custom attributes before CSV upload: Navigate to Settings ➔ Data Management ➔ Person, add a new attribute for each CSV column you plan to use as a sequence variable, then proceed with the CSV upload and mapping.

1. Open Settings → Data Management → Person.

2. Select “Add attribute”, choose type “Text”, and name it exactly as the CSV column header.

3. Repeat for every column you intend to reference in sequence emails.

4. After creating the attributes, upload your CSV and map each column to the corresponding custom attribute.

5. Verify the mapping by searching a newly uploaded contact and confirming the custom fields contain the expected values.

1. Verify custom field mapping (for CSV uploads): verify your custom field (e.g., “Status”) appears with the expected value

   • Navigate to People → search for one of your uploaded contacts

   • Open the contact record and confirm your custom field appears with the expected value

   • If the field is missing, re‑upload your CSV and ensure the column is mapped to a custom person field during the upload process

2. Use the variable picker for custom fields:

   • Open your sequence email editor

   • Use the variable picker to insert custom fields rather than typing variable syntax manually

   • This ensures correct syntax and confirms the field is available

3. Test with a small enrollment:

   • Create a test row in your CSV with your own email and a distinctive value (e.g., “TEST – should appear at top”)

   • Upload the test contact with proper field mapping

   • Add just that contact to the sequence (either directly via People → Add to sequence, or by running the play)

   • Check the sequence Metrics tab for any “Not Enrolled” reasons

4. Verify variable rendering:

   • In the sequence, open the enrollment and click “See variables breakdown” to preview how variables will render

   • Confirm that custom variables display the expected values and are not showing as missing

   • Important: If a message uses a variable that’s missing for a contact, Unify will block that enrollment. You can fill missing variables manually and the step will reschedule automatically

5. Check play routing:

   • Navigate to the Play → Logs tab to verify which sequence each test contact was routed to

   • Or use Play → Metrics and click the Sequence node to view enrollments and any “Not Enrolled” reasons

Best Practices for Routing Strategy and Data Integrity

For targeted plays, consider using only specific persona routing without fallback to maintain campaign focus and message relevance. This prevents unqualified contacts from receiving generic messaging that may not resonate with their specific needs or context.

When making significant changes to persona routing, persona titles, or sequence settings, duplicate the play and create a new version rather than updating the live play. This separates data between old and new configurations and makes it easier to analyze how changes impact outcomes.

• Preserves historical data integrity for analysis

• Allows A/B testing between old and new configurations

• Prevents disruption to ongoing campaigns

• Enables clean performance comparison between routing strategies

Note: If your audience was built from conditions rather than CSV upload, custom fields may not be populated for those contacts, which can cause enrollment blocks. Ensure custom fields are available for condition‑based audiences before using them in sequences.

Additional Enrollment Blocker: Missing Custom Variables

Missing or unmapped custom variables: If a sequence email uses a custom variable (e.g., from a CSV upload) that isn’t mapped or populated for a contact, Unify will block enrollment for that contact. Verify that CSV columns are properly mapped to custom person fields during upload, and use the variable picker in the email editor to ensure correct syntax.

Cancelled Sequence Enrollment Status

Contacts may remain marked as “enrolled” in sequences that have been cancelled, which blocks further enrollments because Unify prevents simultaneous enrollments.

Important: When re‑enrolling contacts into sequences, they will resume at their next step in the sequence, not from the beginning.

1. Manually unenroll contacts from cancelled sequences before attempting new enrollments.

2. Adjust re‑enrollment period settings to allow immediate re‑enrollment.

Alternative Diagnostic Methods

1. Use Play Metrics for easier diagnosis: Navigate to the play in the Play Builder → click on the Metrics tab → click on the Sequence node (or the “Not Enrolled” count) to view the list of contacts and failure reasons.

2. Check individual contact records: Open the contact record → Activity → check the Play/Sequence entries for the enrollment attempt and reason. If checking for re‑enrollment issues, also review the contact’s Activity tab to see their sequence enrollment history. Remember that if your Play is configured to run only once per contact, you won’t see new activity entries for subsequent audience matches—only the original Play run will be visible.

3. Identify specific exclusions blocking a contact: If you receive a notification when attempting to add a contact to a sequence, navigate to Contacts, search for the person by email, click their contact record, and check the “Exclusions” tab to see which exclusion criteria they fall under.

4. Check the sequence’s Enrollments tab for bulk upload scenarios: Navigate to the sequence → click the Enrollments tab → review the “Not Enrolled” breakdown to see per‑contact failure reasons, which is especially useful when troubleshooting CSV uploads or bulk enrollments.

Note: After bulk enrollments or CSV uploads, enrollment counters may take 30‑60 minutes to fully update while the system completes eligibility checks. The “Not Enrolled” list will finalize once evaluation is complete.

Advanced Exclusion Behavior

Verify exclusion toggle settings: Navigate to Settings > Exclusions and check whether the “Remove from active sequences” toggle is enabled for each exclusion rule. This toggle determines critical behavior:

• When “Remove from active sequences” is enabled: Contacts meeting the exclusion criteria will be immediately removed from any active sequences they’re currently enrolled in.

• When “Remove from active sequences” is disabled: The exclusion only prevents new enrollments but won’t remove contacts already in sequences.

Additional Enrollment Blockers

• Per‑company enrollment caps have been reached for the sequence.

• Loop steps are required after prospecting actions. When using “Prospect for new People” or similar prospecting nodes, you must include a Loop step immediately after. Prospecting returns a list of people, and the Loop runs downstream actions (like Sequence enrollment and CRM sync) once per person in parallel. Without the Loop, the Sequence node won’t receive individual people to enroll, causing zero enrollments even when contacts match all criteria. The Loop itself doesn’t filter or block contacts—if contacts aren’t enrolling after a Loop, check other criteria (routing configuration, exclusions, persona matching) rather than the Loop configuration.

Note: Unify currently does **not** support sequence‑level exclusions; only organization‑level (global) exclusions are applied across all sequences and plays.

Per‑company enrollment caps are shared globally across all plays, not isolated to individual sequences. This means other plays can consume the enrollment limit and block additional enrollments in your current play, you may see lower enrollment counts than expected in a specific play even when that play’s settings allow more enrollments, and the cap applies to the total number of contacts enrolled across all active plays for each company.

Troubleshooting Per‑Company Cap Issues

1. Check enrollment activity across all plays – review other active plays that might be enrolling contacts from the same companies.

2. Review total company enrollment counts – verify how many contacts from each company are currently enrolled across all sequences.

3. Consider play timing – earlier‑running plays may have already consumed the per‑company limit before your current play executes.

Example scenario: If you set a maximum of 10 people per account but only see 0.9 average enrollments in your play, this could be explained by other plays having already enrolled contacts from those same companies, consuming the available slots under the global cap.

Important Clarifications for Contact Enrollment Issues

Agent Qualification Status and Automatic Unenrollment

A common misconception is that marking a contact as “Not qualified” will automatically unenroll them from sequences. This is not how the system works:

• Agent qualification status does not trigger automatic unenrollment: Being marked “Not qualified” by an agent does not automatically unenroll contacts from sequences. Unenrollment only occurs through manual action or when an exclusion rule with the “Exclude from Sequences” toggle enabled is applied.

• To achieve automatic unenrollment based on qualification status: You must create an explicit unenroll action in your play or configure an appropriate exclusion rule with the proper toggle enabled.

Critical Toggle for Exclusion Rules

When setting up exclusion rules in Settings > Exclusions, there’s a critical setting that’s often overlooked:

• “Exclude from Sequences” toggle must be enabled: For exclusion rules to actually prevent sequence enrollment, ensure that the “Exclude from Sequences” toggle is enabled on your exclusion rules in Settings > Exclusions. Without this toggle enabled, the exclusion rule won’t prevent contacts from being enrolled in sequences. This applies to all types of exclusions, including organization‑level exclusions for customers, partners, or other excluded company types.

Dual Exclusion Toggle Mechanism

When troubleshooting sequence enrollment issues, understand that exclusions operate through two independent toggle systems that can cause confusion.

1. Audience‑Level Toggles (in play configuration): control whether exclusions apply when contacts enter the play audience. Turning these off allows excluded contacts into the audience.

2. Organization‑Level Exclusions (in Settings > Exclusions) are the only toggles available; they apply globally to all sequences and cannot be scoped to a single sequence.

3. After disabling exclusions in Settings > Exclusions, wait approximately 30 minutes before testing enrollment as changes are not immediate.

You can create granular exceptions within exclusion rules using AND conditions.

• For company‑level exceptions: add an AND condition – domain is not equal to example.com. This allows contacts from that specific domain to bypass the exclusion rule.

• For individual‑contact exceptions: add an AND condition – email is not equal to contact@example.com. This allows that specific contact to bypass the exclusion rule.

Understanding Re‑enrollment Visibility

Visibility of re‑enrollment blocks depends on your configuration:

Toggle Exclusions to Identify Blocked Contacts

1. In the Play Builder, navigate to your audience configuration

2. Use the exclusion toggles to turn specific exclusions on/off

3. Observe how the eligible contact count changes with each toggle

4. This helps pinpoint which exclusion rules are blocking which contacts

Important Dual‑Layer Exclusion Behavior

Contacts may remain blocked even after disabling exclusions in the play interface because two layers exist:

• Ruleset‑level exclusions (in play configuration) control audience eligibility.

• Global exclusion settings (Settings → Organization → Exclusions) override ruleset settings.

If contacts remain blocked after disabling ruleset exclusions, verify that the exclusion itself does not have “Exclude from Sequences” enabled in Settings → Organization → Exclusions. Both locations must be disabled to fully remove an exclusion’s impact.

Troubleshooting Steps When Contacts Remain Blocked

1. Disable exclusions in the play’s audience configuration.

2. If contacts are still blocked, navigate to Settings → Organization → Exclusions.

3. Toggle off “Exclude from Sequences” for the relevant exclusions.

4. Wait ~30 minutes for the changes to propagate.

5. Duplicate and re‑run the play to test enrollment.

• If the Play allows re‑runs but sequence re‑enrollment rules block the contact, you’ll see “not enrolled” with a failure reason like “already enrolled” or “recently enrolled” in both the contact’s activity log and the Play’s Execution Logs tab.

• If the Play itself is set to only run once per contact, you won’t see new activity entries when the contact hits the audience again—only the original enrollment will appear in the activity log.

• Manual enrollments do not show exclusion activity in the contact’s activity log.

Critical Exclusion Hierarchy

Important: Global/organization‑level exclusions always take precedence and cannot be overridden by turning off exclusions at the audience or sequence level. To enroll contacts that match global exclusions, you must temporarily disable the specific global exclusion in Settings > Organization > Exclusions and wait ~30 minutes for changes to take effect.

What Automatically Removes Contacts from Sequences

• CRM field updates that trigger exclusion criteria (e.g., deal stage changes, lifecycle stage updates).

• Company account type changes in your CRM (e.g., prospect becomes customer).

• Email domain changes that match exclusion rules.

• Manual updates to contact properties that conflict with sequence targeting.

• Unify’s email write‑back triggering CRM automations that update exclusion‑related fields.

Identify Specific Exclusions Blocking a Contact

If you receive a notification when trying to add a contact to a sequence, go to Contacts, search for the person by email, open their record, and review the “Exclusions” tab to see which exclusion criteria are preventing enrollment.

Re-enrollment Period Restrictions Blocking Sequence Enrollment

When contacts aren't enrolling in sequences despite meeting all criteria, one often‑overlooked cause is re‑enrollment period restrictions. This occurs when contacts were recently unenrolled from a sequence and the mandatory waiting period hasn't elapsed yet.

Re-enrollment Period Restrictions Blocking Sequence Enrollment

When contacts aren't enrolling in sequences despite meeting all criteria, one often‑overlooked cause is re‑enrollment period restrictions. This occurs when contacts were recently unenrolled from a sequence and the mandatory waiting period hasn't elapsed yet.

Important: Re‑enrollment period restrictions apply to both automated play‑based enrollments and manual enrollment attempts. If you try to manually add a contact to a sequence before the re‑enrollment period has elapsed, the enrollment will be blocked. Modifying re‑enrollment settings requires admin permissions. If you cannot access or toggle the “Allow re‑enrollment into the same sequence” setting, contact a workspace admin to make this change.

1. Check your sequence re‑enrollment period settings - Navigate to Settings > Sequences > scroll to Re‑enrollment Rules to review the re‑enrollment period configuration.

2. Verify timing of recent unenrollments - If contacts were recently unenrolled from other sequences, confirm whether the re‑enrollment period has passed.

3. Adjust re‑enrollment period settings - To allow immediate re‑enrollment of contacts between sequences, reduce the re‑enrollment period to a shorter timeframe or set it to zero if appropriate for your use case.

When This Issue Occurs:

• Moving contacts from one sequence to another quickly

• Bulk unenrolling and re‑enrolling contacts

• Testing sequence changes with the same contact pool

• Re‑enrolling contacts who need to restart from the beginning of a sequence (note: re‑enrolled contacts resume at their next step, not from the start)

• Attempting to manually re‑enroll contacts who recently completed or were unenrolled from other sequences

Alternative: Update Sequences Without Re‑enrollment

Instead of unenrolling and re‑enrolling contacts to apply sequence changes, edit the sequence directly and upgrade all enrollments (active and queued) to the new version. This approach avoids re‑enrollment restrictions and prevents contacts from receiving duplicate emails they’ve already received.

Note: After making changes to account types or exclusion settings in your CRM, allow up to 30 minutes for Unify to sync the updates.

Limitation: Manual enrollment of contacts into sequences does not work when exclusions are active. For contacts that match exclusion criteria, you must either disable the relevant exclusions and wait ~30 minutes, or use the audience-based enrollment method with exclusions turned off.

Exclusion Rulesets, Send-Time Evaluation, and Multi-CRM Troubleshooting

Exclusion Rulesets: The Hidden Layer

Exclusions can be grouped into named rulesets (e.g., “Ruleset 1”, “Customer Exclusions”) that are applied to specific sequences. A contact may be blocked by an exclusion that belongs to a ruleset enabled for that sequence, even when the exclusion does not appear in the contact’s Exclusions tab or in organization‑level settings.

1. Navigate to the sequence → Settings tab

2. Review which rulesets are enabled in the “Exclusion Rulesets” section

3. Navigate to Settings → Organization → Exclusions to see which individual exclusions belong to each ruleset

Understanding “Queued” State vs. Actual Sending

Seeing contacts in a “queued” state does not guarantee they will receive emails. Exclusions are evaluated at send time rather than at enrollment time, so contacts matching your exclusion criteria (such as competitor companies or excluded job titles) will be automatically skipped when the sequence attempts to send.

• Contacts may appear queued despite matching exclusion criteria

• They will be automatically skipped at send time

• This is normal behavior, not a system error

Multi-CRM Opportunity Evaluation

When using opportunity‑based exclusion criteria (e.g., “Active Opportunities”), Unify evaluates opportunities from ALL connected CRM systems, including both Salesforce and HubSpot. A contact may appear excluded even when their primary CRM shows no active opportunities because an open opportunity exists in your secondary CRM.

1. Check for active opportunities in both Salesforce AND HubSpot

2. View all associated opportunities by scrolling down on the account record in Unify

3. Remember that opportunities in either system will trigger the exclusion

Advanced Diagnostic Steps

When standard troubleshooting fails:

1. Check sequence‑level ruleset configuration in the sequence Settings tab

2. Verify exclusion evaluation timing expectations (queued ≠ will send)

3. Review opportunities across all connected CRM systems

4. Understand that rulesets create a third layer beyond audience‑level and organization‑level exclusions

Three‑Layer Exclusion Hierarchy

Each layer can independently block enrollment, and all must be considered when troubleshooting:

1. Audience‑Level Toggles (in play configuration)

2. Organization‑Level Toggles (in Settings → Exclusions)

3. Ruleset‑Level Configuration (in sequence settings)

Changing Outboxes for Already-Enrolled Sequence Contacts

When you need to change the outbox for contacts already enrolled in a sequence, you can reassign the enrollments without deleting and recreating the sequence.

1. Navigate to Email Backlog

2. Scroll to the “Reassign Sequence enrollments” section

3. Click “Reassign Enrollments” for your sequence

4. Select the new mailbox(es) and save

Important: This only works for queued enrollments that haven’t been sent yet.