Managing sequence enrollment and unenrollment issues

This guide covers common sequence management challenges including bulk unenrollment, handling contacts stuck in sequences, and resolving enrollment issues after sequence deletion.

Understanding Task View vs Sequence View

When managing sequence enrollments, it's important to understand the capabilities of each view:

• Task View: Limited to reassigning, changing priority, dismissing, skipping, or marking tasks complete. Bulk unenroll is NOT available.

• Sequence View: Provides full bulk unenroll functionality for managing enrollments.

Reassigning individual tasks:

To reassign a task to a different user, open the task and select the correct person in the “Assign To” field. Note that this only changes the task assignee and does not change the mailbox used for any associated emails.

Why tasks may be assigned incorrectly:

Task assignment is controlled by the sequence’s Advanced Settings. Common options include:

• Mailbox owner (most common/recommended)

• The person who manually enrolled the contact

• The record owner

To prevent future task misassignments:

1. Navigate to the sequence and click Edit

2. Go to Advanced Settings

3. Update the task assignment setting to “Mailbox owner” or “Record owner” as appropriate

4. Save your changes

This will fix future task assignments but will not retroactively reassign existing tasks.

For bulk management of contacts across sequences, always use the Sequence View.

How to bulk unenroll contacts

When you need to remove multiple contacts from sequences (such as when overly broad Play conditions enroll incorrect contacts):

Identifying contacts stuck in sequences

To proactively monitor and locate contacts with no recent activity:

Method 1 - Using Sequence Enrollments:

1. Navigate to Sequences > Select sequence > Enrollments

2. Filter by status (e.g., Active/Blocked)

3. Sort by Last activity to find older, inactive enrollments

Method 2 - Using People view:

• In People, filter for contacts who are in an active sequence and have no recent activity

1. Navigate to the Sequences tab and open the relevant sequence

2. Click on the Enrollments tab

3. Use search and filters (by persona, company, or other shared traits) to select the contacts that need removal

4. Click Unenroll at the bottom-right to bulk remove them

Important notes about bulk unenrollment

• The system processes bulk unenrollments in batches of approximately 100 contacts at a time

• Once triggered, you do NOT need to re-run the job - the system automatically processes the full queue in the background

• The process should complete within 10-15 minutes. If enrollments appear stuck after this timeframe, contact support

Fixing audience condition logic issues

Incorrect audience conditions can cause unintended enrollments across different industries or segments:

• Problem: Using OR conditions in audience filters can include contacts from unrelated industries

• Solution: Use AND conditions for precise targeting (e.g., 'industry = hospital AND US Members/Employees >= 3500')

• Best Practice: Always verify your audience condition logic before publishing Plays to ensure only intended contacts are included

Handling contacts from deleted sequences

When you delete a sequence with active enrollments, contacts remain in an 'enrolled' state even though the sequence no longer exists. This blocks them from enrolling in new sequences.

Solution A: Using enrollment history

1. Create an audience: Person Enrolled in "[Old Sequence Name]" (Anytime) where Status = Canceled

2. In Settings > Organization > Sequences > Rulesets, enable "Allow re-enrollment into Sequences" and set the wait to 0 days

3. Create or duplicate a Play that enrolls into the new sequence, set the audience from step 1 as the trigger, and publish it

Solution B: Using CSV upload

1. Export or compile a CSV of the contacts you want to move

2. Upload the CSV as a new audience and wait for processing

3. Enable re-enrollment rules (set wait to 0 days if needed)

4. Create or duplicate a Play that points to the new audience and enrolls into the new sequence

Troubleshooting enrollment failures

If contacts still won't enroll after implementing these solutions:

Verify the sequence is active:

• Check the top‑right corner of the sequence page to confirm the sequence is not paused

• Paused sequences will show queued enrollments that appear stuck but will process normally once unpaused

• If paused, simply unpause the sequence to resume enrollment processing

1. Check the Play's Sequence metrics

2. Review the "Not Enrolled" breakdown for the exact reason (re-enrollment wait, already in another sequence, exclusions, opt-outs)

3. Adjust your Play settings accordingly