Stop someone receiving sequences

What an opt-out does

When a lead or customer is opted out of sequences:

• Their active and paused sequences stop, with the reason Opted out of sequences. Completed and stopped enrollments keep their history.
• They can’t be enrolled in a sequence again, including automatic enrollment of new leads. Bulk enrollment skips them and shows Opted out of sequences.
• The opt-out stays when a lead is converted to a customer, or a customer back to a lead.
• Their sales status doesn’t change.

Emails and SMS you send yourself still work. An opt-out only affects sequences.

Every opt-out and opt-in is saved as a comment on the record, so you can see who made the change, when, and why on the Comments and Timeline tabs.

Opt someone out

1. Open the lead or customer.
2. Open Sequences: More > Sequences on a lead, or the Sequences window on a customer.
3. Click Opt out of sequences.
4. Add a note if you want to record why, for example “Asked on the phone not to be emailed”.
5. Click Opt out.

The Sequences window then shows Opted out of sequences, with the date and who opted them out.

Automatic opt-outs

Neptune also opts people out when they ask to stop.

Unsubscribe link

Every sequence email has an Unsubscribe link at the bottom. When the recipient clicks it and confirms, Neptune opts the record out. Many email apps also show their own unsubscribe button for these emails, which does the same thing. The record shows Unsubscribe link as the source of the opt-out.

Replies

When someone replies to a sequence email asking to stop, unsubscribe or be removed, or clearly says they aren’t interested, Neptune opts the record out and adds a comment. The record shows Sequence reply as the source.

Neptune only opts someone out when the reply is clear. Questions, “get back to me later”, out-of-office messages and anything uncertain are left alone. If Stop on reply is on, any reply still stops the sequence they’re in; see Pause, resume, or stop sequence follow-up.

Replies are only checked when they reach the Neptune reply address. See Receiving Email Replies.

Opt someone back in

Opt someone back in only when they’ve asked to hear from you again.

1. Open Sequences on the lead or customer.
2. Click Opt back in.
3. Enter a note explaining why. A note is required.
4. Click Opt back in.

Sequences stopped by the opt-out don’t restart. Enroll the record again if you want to start a new sequence. See Enroll leads and customers in a sequence.

SMS opt-outs

Replying STOP to an SMS is handled separately and still blocks SMS to that number. Opting someone back in to sequences doesn’t change that.

Common questions

• Why can’t I enroll someone? If the Sequences window shows Opted out of sequences, they’ve asked not to receive sequences. Check the comment on the record to see why.
• Someone replied “not now” but wasn’t opted out. Why? Neptune only opts people out for a clear refusal. Opt them out yourself if that’s what they meant.
• Can I still email them? Yes. Emails you send yourself aren’t affected.

Related guides

• Sequences
• Enroll leads and customers in a sequence
• Pause, resume, or stop sequence follow-up