Context

When running Unify Sequences, each enrollment is assigned a status that indicates its current state. Understanding these status values helps users track the progress and outcome of their sequence enrollments.

Answer

Sequence status values are divided into two main categories: In Progress and Finished statuses.

In Progress Statuses:

• Queued: Enrollments that are queued to begin execution

• Engaged: Actively running enrollments that have had at least one successful email delivery

• Blocked: Enrollments that are blocked due to missing template variables or requiring mailbox re‑authentication

• Paused: Enrollments that have been temporarily paused

Troubleshooting Queued Enrollments in Unify Sequences

While the Queued status indicates enrollments waiting to begin execution, understanding why enrollments remain stuck in this status can help with troubleshooting sequence performance issues.

Common Reasons Enrollments Stay Queued

• Sequence is paused – Check if the sequence has been manually paused, preventing any enrollments from progressing

• Manual email tasks pending – If the first step requires manual email completion, enrollments will queue until these tasks are addressed

• Mailbox send limits reached – Each mailbox has a 25 sends/day limit; enrollments queue when this threshold is hit or when there’s a sending backlog

• Outside sending hours – Enrollments wait in queue when the current time falls outside your configured sending window

• Mailbox connectivity issues – Disconnected mailboxes or recent mailbox reassignments can cause enrollments to remain queued until connectivity is restored

Troubleshooting Steps

1. Verify the sequence is active and not paused

2. Check for pending manual email tasks in the first sequence step

3. Review mailbox daily send limits and current usage

4. Confirm current time falls within configured sending hours

5. Ensure assigned mailboxes are properly connected and authenticated

Finished Statuses:

• Completed: Enrollments that have finished with at least one successful email delivery

  • Completed: Replied specifically indicates that the recipient has replied to the sequence, which automatically moves the enrollment to a finished state

  When you see “Person replied outside of Sequence” with the Completed: Replied status, it means Unify detected a reply that occurred in a different email thread or to a different connected mailbox, such as a new thread started by the prospect, a reply to a calendar invite, or an out‑of‑office response.

  • Engagement timeline

  • Tasks Dashboard → Replies section

  • Lagging Dashboard → Replies section

  Replies are detected automatically by Unify and cannot be manually marked; they must be processed through Unify’s system for the status to change.

  To view or export a list of contacts who replied to a specific sequence, create an Audience with Sequence Activity → Enrolled in → select your sequence, then filter by Most Recent Sequence Status = "Completed: Replied." This filtered list can be exported to CSV if needed.

• Bounced: Enrollments that resulted in a bounced email due to an invalid email address

• Bounce Stopped: Enrollments automatically stopped by Unify due to high bounce risk

• Canceled: Enrollments that were manually unenrolled by a user

• Excluded: Enrollments automatically cancelled by Unify due to failing an exclusion rule

To adjust bounce‑stop settings, go to Settings → Organization → Sequences → Rulesets, open your active ruleset, and modify the bounce‑stop validation settings as needed.

Troubleshooting Excluded Sequence Enrollments

While the published article covers the basic definition of the ‘Excluded’ status, users often need detailed guidance on diagnosing and resolving exclusion issues. Here’s how to troubleshoot when contacts show an ‘Excluded’ status or cannot be enrolled in sequences:

Diagnosing Exclusion Rules:

• Check the person record’s Exclusions tab to see which rule(s) the contact matches

• In the sequence, navigate to Enrollments → Not Enrolled to view the failure reason for specific contacts

• For play‑based enrollments, check Play Execution Logs for detailed exclusion information

Common Exclusion Causes:

• Activity‑based rules (e.g., last activity date requirements) blocking enrollment

• Opportunity or deal‑based exclusions (e.g., contact has an open opportunity)

• Company‑level exclusions that remove all contacts at that company

• Email opt‑outs or unsubscribe status

• Mailbox ownership changes

Best Practices for Exclusion Rules:

• For activity‑based rules, consider leaving “Exclude from Sequences” off so the rule blocks new enrollments but doesn’t auto‑unenroll contacts mid‑sequence

• For deal or customer‑status changes, keep “Exclude from Sequences” on so contacts are automatically removed when those events occur

Exclusion Rule Hierarchy

• Sequence-level exclusions take precedence over organization-level settings—if a sequence has specific exclusions configured, they override global exclusion rules.

• To resolve conflicts, either adjust the sequence‑specific exclusions or use a different sequence without that exclusion rule.

Implementation Timing

• After updating exclusion settings at either level, wait approximately 30 minutes before retrying enrollment to allow changes to propagate through the system.

These status values are visible in the Unify interface by hovering over the status tooltip. They are also synchronized to Salesforce at the contact level through the "Unify Most Recent Sequence Status" field.

Troubleshooting Blocked Sequence Enrollments

When sequence enrollments show a ‘Blocked’ status, here are specific steps to diagnose and resolve the issue:

Diagnosing Missing Variables:

• Check the contact’s engagement tab where unfilled variables will be highlighted in orange.

• Template variables are hydrated at enrollment time – if data was recently updated in your CRM, wait up to 30 minutes before enrolling contacts to ensure updates have synced to Unify (syncs run every 15 minutes).

Common Blocking Causes:

1. Mailbox paused due to high bounce rates – The Mailboxes Team may pause all mailboxes associated with a domain when high bounce rates are detected.

Resolving Blocked Enrollments:

1. For enrollments blocked due to paused mailboxes from high bounce rates, the typical remediation period is one week of monitoring to see if bounces persist. Once cleared, mailboxes will be unpaused with the daily send limit reset to 25, and blocked enrollments will automatically restart from where they were. To expedite reactivation, make changes to the sequence copy that caused the high bounce rates—if mailboxes are reactivated without changes, the risk of additional bounces increases significantly.

Prevention Strategies:

• Use snippets or smart snippets with static fallback text to prevent blocking from missing variables.

• Note that fallback text cannot contain variables.

See Template Variables and Smart Snippets for implementation details.