How to create a sequence
Start from a template or from scratch, and set the name, goal, direction, and channel.
New sequences start from a template picker. Templates come with their steps already written; Start from Scratch gives you an empty one to build yourself.
Start from a template
The templates are:
| Template | Direction | What it does |
|---|---|---|
| ADF Inbound | Inbound | Auto-replies to an inbound lead, follows up three times, then sends a lead |
| Promotion Marketing | Outbound | Two AI messages built around the dealership's current promotions |
| Vehicle Interest Follow-Up | Outbound | Re-engages a customer about the vehicle they asked about, then follows up a day later |
| Lease & Finance Follow-Up | Outbound | Re-engages about lease or financing options, then follows up a day later |
| Google Review Request | Outbound | Asks for a Google review after a visit, then follows up |
| Service Reminder | Outbound | Reminds a customer that service is due, then follows up |
| Start from Scratch | Outbound | An empty sequence — you write every step |
A template is a starting point. Everything it sets — the goal, the steps, the timing, the channel — is editable afterwards on the Steps tab.
Start from scratch
Choosing Start from Scratch opens Add New Sequence on the right instead:
The sequence opens on its Details tab with no steps yet, and cannot be activated until it has some.
Writing a good goal
The goal is what the agent works towards, and it shapes every AI-written message in the sequence. Concrete objectives work much better than vague ones: secure an appointment or a confirmed time to call about the vehicle the customer asked about beats qualify them.
Direction and channel mode
- Outbound sequences need contacts enrolled into them. You pick the channel per step on the Steps tab.
- Inbound sequences run when a matching ADF lead arrives, so the channel is set here, up front, and the providers that trigger the sequence are bound in Reach.
- Single-Channel means every step in the sequence uses the same channel. Multi-Channel lets each step pick its own, and is only available when the dealership is configured for it.