Track and control enrollments
You can review enrollments from:
- More > Sequences 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.
Recover from a failed step
Neptune automatically pauses an enrollment when a step fails. Later steps wait until you review the problem and resume the enrollment.
- Open the lead’s or customer’s sequence list and find the paused enrollment.
- Open its ellipsis menu and select History. Review the failed step and its error.
- For an email or SMS step, check the record’s communication history and delivery details before deciding whether another message is needed. See Check email delivery and SMS conversations.
- Correct the reported problem, such as an unavailable email template or a missing Google review link in organisation settings. If the delivery result is unclear, confirm whether the message arrived or ask Neptune support to check before sending it again.
- Select Resume from the same menu when it is appropriate to continue. Select Stop if the enrollment should end instead.
What happens after Resume depends on the failed step:
- If the step failed before sending, or the provider confirmed it rejected the message before delivery, Neptune keeps that step pending so it can be tried again after the problem is corrected.
- If delivery was attempted but the result is uncertain, Neptune moves past that step and pauses. Resuming continues with the next step rather than automatically sending the uncertain message again. If it was the last step, resuming lets the enrollment complete.
Resuming makes the pending work eligible to run; it does not guarantee immediate delivery. Sequence quiet hours and the step’s Send even during quiet hours setting still apply. See Sequence quiet hours.
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.
Neptune can stop the sequence only when the reply reaches the Neptune reply address. If the recipient removes that address and replies only to the sender’s normal inbox, stop the sequence manually. See Receiving Email Replies.
Stopping a sequence doesn’t stop the record being enrolled in a different one later. If someone asks not to receive sequences at all, opt them out. See Stop someone receiving sequences.
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. A sequence opt-out stays with the record after conversion.
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 an 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 enroll someone at all? They may have opted out of sequences. See Stop someone receiving sequences.
- Why can’t I delete a sequence? Neptune only allows deletion when there are no active or paused enrollments.
- Why did an enrollment pause by itself? A step failed. Review History and follow Recover from a failed step before resuming.
- Why did a sequence message send at night? Quiet hours may be off, or that step may have Send even during quiet hours selected.
- Why is a follow-up waiting until morning? Quiet hours are on, and that step is waiting for the send window. Open Configure quiet hours or Admin > Sequence Settings to review the window.
- Why does the send window not match my job hours? Sequence quiet hours are separate from the organisation working week used for jobs. See Planner.