Sequences are drip campaigns for franchise prospects: a series of emails, texts, tasks and waits that run step by step once a prospect is enrolled. Templates are single messages (email, SMS or call script) that a rep copies when writing to a prospect by hand. Both are part of the org-level +CRM/Franchise Sales add-on ($799/mo).
Switch into your org's Franchise Sales workspace from the workspace menu at the top of the sidebar. Sequences and Templates are both under Engagement.
Creating, pausing and editing sequences, and creating, editing and deleting templates, are limited to org owners and admins. Other members can view both pages.
What's on the Sequences page
The top cards show Active sequences and Prospects enrolled (currently enrolled, plus the all-time total).
Below that, the page lists suggested sequences:
- Pipeline-stage sequences: one per pipeline stage, such as "Welcome & 14-day nurture" for new leads and "FDD review — 14-day window". The pill shows the stage it's meant for, using your own stage names.
- Trigger-based sequences: "Broker referral — fast-track", "Stale lead reactivation" and "HOT lead fast-track".
- Add-on templates: a ready-made "Financial validation — multi-touch" sequence you can copy.
Each card shows Active, Paused or Not created yet, the first five steps (with the day each runs), and Currently enrolled / all time. Cards are matched to your sequences by name. A sequence with any other name still works when you enroll prospects from their page or in Workflows, but it won't get its own card here.
Creating a sequence
- Click New sequence.
- Enter a Name and, if you like, a Description (optional).
- Choose a Trigger type: Stage entry, Manual, Rating change, Lead source or Document sent.
- For Stage entry, pick the Pipeline stage.
- Click Create sequence.
Only Stage entry enrolls prospects on its own: a prospect is enrolled the moment they move into that stage, unless they're already enrolled in that sequence. The other trigger types just describe when the sequence is meant to be used. To enroll prospects automatically in those, build a Workflow with an Enroll in sequence action. See Franchise Sales workflows and lead routing. You can also enroll one prospect at a time from their page.
To copy the add-on template, click Clone template. The copy is created paused, with "(copy)" added to its name, so you can review it first.
Adding and editing steps
- Click Edit on a sequence card to open Edit sequence steps.
- Click Add step and choose a Step type: Email, SMS, Task or Wait only.
- Set Delay (days), then fill in the Subject and Body (email), Body (SMS) or Task title (task).
- Click Add step.
Use the arrows to reorder steps, Edit to change one and the trash icon to delete it. You can't reorder or delete steps while any prospect is enrolled and partway through the sequence. Wait for those enrollments to finish, or cancel them, first.
Message text supports these merge tags: {{firstName}}, {{client.assignedUser}}, {{user.userFirstName}} and {{user.userPhone}}. Any other tag in double braces shows a warning and would be sent as blank text.
Use Pause and Resume on a card to stop or restart a whole sequence.
Creating a message template
- On Templates, click New template.
- Enter a Name and choose a Type: Email, SMS or Call script.
- For email, add a Subject. Write the Body, using {{token}} placeholders wherever you like.
- Under Sample variables (one per line, key=value), give each placeholder a sample value, for example first_name=Alex.
- Click Create template.
Select a template on the left to see its preview on the right, with the sample values filled in. Owners and admins can Edit or delete it from there. Use Search templates… and the All, Email, SMS and Call script tabs to find one.
Using templates on a prospect
On a prospect's page, open the Templates tab in the logging box. Once your org has saved any templates, it lists them. Otherwise it shows built-in stage-appropriate emails. Click Copy email body (and the copy icon next to the subject), then paste into your email client.
Your org's templates are filled in with their saved sample values, not that prospect's details. Check names and other details after pasting.
Frequently asked questions
Q: Which sequence trigger actually enrolls prospects automatically?
A: Only Stage entry. A prospect is enrolled when they move into the chosen stage, unless they're already enrolled. The other trigger types are labels; use a Workflow's Enroll in sequence action or enroll prospects from their page.
Q: Why can't I reorder or delete a step?
A: Steps can't be reordered or deleted while any prospect is actively enrolled or paused partway through the sequence. Wait for those enrollments to finish, or cancel them from the prospect's page.
Q: Why does my template say Alex instead of the prospect's name?
A: Org templates are filled with the sample values you saved on the template, not the prospect's real details. Edit the text after you paste it.
Q: Which merge tags work in sequence emails and texts?
A: {{firstName}}, {{client.assignedUser}}, {{user.userFirstName}} and {{user.userPhone}}. Any other tag is flagged in the editor and would be sent as blank text.
Q: Why can't I see the New sequence or New template button?
A: Creating and changing sequences and templates is limited to org owners and admins.