Sequences

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Neptune CRM Location: Side Nav -> Sequences

Sequences help you automate follow-up for leads and customers using timed email, SMS, and reminder steps.

If you do not see Sequences in the Side Nav, this feature may not be enabled for your account yet.

Watch the walkthrough

What you can do with sequences

  • Send a timed email to a lead or customer using a modern email template.
  • Send a timed SMS to the record’s main contact.
  • Create an internal reminder for the owner or another team member.
  • Stop follow-up automatically when a recipient replies, if you enable Stop on reply.

Before you start

  • Make sure the person you want to contact is marked as the Primary contact on the lead or customer.
  • If no primary contact is set, Neptune uses the first available contact on the record.
  • If you want to use email steps, create your Email templates first.
  • If you want reminder steps for specific team members, make sure those users already exist in Neptune.
  • If you want to use sequences on leads, make sure your team is set up for Leads.

Create a sequence

  1. Open Sequences from the Side Nav.
  2. Click New sequence.
  3. Enter a sequence name.
  4. Leave Active turned on if you want the sequence available for enrollment straight away.
  5. Click Add step and choose the step type you want.
  6. Configure the step details.
  7. Set the delay for the step:
    • Immediately, or
    • After a delay in minutes, hours, or days.
  8. Add more steps as needed.
  9. Reorder, edit, or remove steps until the sequence is ready.
  10. Click Save.

You must add at least one fully configured step before Neptune will let you save.

Step types

Email

  • Choose a modern email template.
  • See Email templates if you need to create or manage them first.
  • Sequence emails are sent to the record’s primary contact.
  • If you update the template later, future sequence emails use the updated template.
  • Some templates cannot be used in sequences if they contain unsupported sequence tokens.

SMS

  • Write the message you want to send.
  • Sequence SMS messages are sent to the record’s primary contact.
  • Neptune shows the current character count while you write.
  • You can insert personalisation tokens such as contact name, email, or customer name.

Reminder

  • Add the reminder text your team should see.
  • Assign the reminder to the record owner or a specific user.
  • Use reminder steps when you want a manual follow-up instead of an automatic message.

Manage existing sequences

On the Sequences page, you can:

  • Turn a sequence on or off with the Active switch.
  • Click a sequence name to edit it.
  • Delete a sequence when there are no active or paused enrollments.

Turning a sequence off removes it from the list for new enrollments. It does not automatically stop records that are already enrolled.

Enroll a lead or customer

You can enroll records in a sequence from:

  • Lead page: use Add to sequence.
  • Customer page: open the Sequences action.

Then:

  1. Select an active sequence.
  2. Choose whether Stop on reply should be enabled.
  3. Click Enroll.

If a lead or customer is already active or paused in the same sequence, Neptune will prevent a duplicate enrollment.

Track and control enrollments

You can review enrollments from:

  • the Sequences tab on a lead, or
  • the Sequences window on a customer.

From there, you can:

  • See status labels such as active, paused, stopped, and completed.
  • See which step the record is currently on.
  • See the next run time for active and paused enrollments.
  • Pause, resume, or stop an enrollment.
  • Open History to review execution results, step numbers, and any errors.

When you resume a paused enrollment, Neptune makes the next pending step available to run again straight away.

Stop on reply

Use Stop on reply when you want Neptune to stop the sequence automatically after the recipient replies.

This is helpful when you want your team to take over manually once the lead or customer has responded.

Lead conversion behavior

When converting a lead to a customer, Neptune lets you choose whether active sequences should:

  • Stop before conversion, or
  • Continue after conversion.

If you keep them running, the sequence continues on the new customer record.

Common questions

  • Why can’t I see Sequences in Neptune? The feature may not be enabled for your account yet.
  • Why can’t I select a sequence when enrolling someone? The sequence may be inactive, or there may be no active sequences yet.
  • Why can’t I save my sequence? Check that the sequence has a name, at least one step, valid delays, and fully completed step details.
  • Why can’t I save an email step? Choose a modern email template that is supported for sequences.
  • Why do messages go to the wrong person? Update the record’s primary contact before you enroll them.
  • Why do I see “already enrolled”? That record already has an active or paused enrollment in the same sequence.
  • Why can’t I delete a sequence? Neptune only allows deletion when there are no active or paused enrollments.