Sequencing: Common Questions

Re-adding Names #

Q. What happens when a candidate is removed from the sequence, removed from a rollup list, or they have completed the sequence? Can they be added back to that same sequence?

A. The behavior and handling of names removed and re-added to sequences will vary depending on the specific case. Here are some common methods and their results:

• Name is removed from a sequence and rollup due to an automatic email condition being met, then re-added to the sequence’s rollup:
  • The sequence email is not sent again and the name record is not re-added to the sequence.
    
    An example of this type of condition would be:
    If email is replied to – Remove from Sequence
    
    Once a condition like this has been met, you cannot add the record back into the sequence to start over.
• Name is removed from the sequence and rollup while in the sequencing queue using the “remove from sequence” action, then re-added to the sequence’s rollup:
  • The name is added back into the sequencing queue where they were before they were removed.
• Name is removed from a sequence via the task screen using the “remove from sequence” action and then re-added to the sequence’s rollup:
  • The name is added back to the sequence in the task they were in before they were removed.
• Name is removed from the sequence’s rollup and then re-added again:
  • The name will be added back to the sequence task they were in or back into the queue depending on where they were when they were removed from the rollup
• Name is removed from a sequence due to a timeframe trigger and then re-added to the sequence’s rollup:
  • The name record is not added back into the sequence.
    
    An example of this condition would be:
    If no conditions met in 3 days – Remove from Sequence
    
    Once a condition like this has been met, you can not add the record back into the sequence to start over.
• Name completes a sequence, is taken off of the sequence rollup, and then re-added to the sequence’s rollup:
  • The name record is not added back into the sequence.

Invalid/Missing Info #

Q. What happens if I have a sequence step of an automatic email or automatic SMS but I have multiple names on my rollup list without an email address or cell phone number?

A.  A missing/invalid information task will be created for each name. These cannot be corrected in bulk. You will have to go into each task to retry after an email address or cell phone number has been added to the name record, remove them from the sequence, or navigate them to a different step.

SMS Error Tasks #

Q. Why am I seeing an SMS error task even though I am connected to RingCentral and authenticated properly? How do I get rid of these errors?

A. There are a few reason why you might see SMS error tasks in sequencing

• A name record on your list does not have a valid phone number in the field you have selected to send to. Before adding a name to a sequence rollup you will want to ensure that the field you are sending to only has 1 phone number in the field and it does not contain text values.
• A name record on your list has an international phone number and your RingCentral account is not permitted to send SMS to international numbers.
• The phone number you are sending to has blocked your messages.

When viewing these error tasks you have the options of retry all or remove all from sequences. The remove all from sequences option will get rid of the error and remove those Name records from the sequence rollups. If you want to review the numbers that are in this error task before removing or retrying you can add the following custom stat query to your MyPCR screen.

candidate_id IN
(SELECT candidate_id FROM recipients WHERE recipient_id IN
(SELECT Recipient_Id FROM campaign_steps WHERE ErrorMsg IS Not Null AND StepName LIKE 'Send SMS to Name'))