Follow up automatically with sequences

Start from a ready-made sequence

Setup → Sequences. Two starters are ready to copy and adjust: “New enquiry welcome” — an email straight away, a WhatsApp the next day and a call task on day three — and “Could not reach”, for leads who do not pick up: a WhatsApp an hour later, an SMS two days later, then a call task. Or choose New sequence and build your own.

Add steps and waits

Steps run in order. Each one waits after the step before it, in days plus 0 to 23 hours; the first waits after the lead is added, and 0 runs it right away. “Start from a template” copies one of your message templates into a step, which you can still edit. Insert variable adds the lead’s details — {{first_name}}, {{agent}}, {{org}}, your custom fields — and they are filled in for each lead. An email step needs a subject.

How each kind of step works

Only email steps send anything by themselves. WhatsApp and SMS always go from the owner’s own phone.

• Email — sent automatically from your own email account: the lead owner’s mailbox if they connected one in Settings → Email, otherwise the workspace mailbox. LumaKol never sends it from its own address, and if no mailbox is connected the step is skipped. Replies land in that inbox. Every email has a stop link and one-click unsubscribe, and a lead who uses it gets no more emails
• WhatsApp and SMS — the owner gets a notification, and the lead’s page shows the message with an Open WhatsApp or Open SMS button that opens it filled in. A step nobody sends within three days is skipped; the owner can also Skip it
• Task — sets a follow-up due now for the owner, so it shows in their Follow-ups and reminds them on their phone

Decide when leads leave

Under “Leave the sequence when”, two switches, both on by default: the lead is won or lost, and a call is answered — logging an outcome on an answered call ends it, because the conversation has started. Turn either off for a sequence that should carry on regardless. Anyone can also press Stop for one lead.

Add leads to it

Only sequences that are switched on can take new leads.

• From a lead’s page — Sequence, pick one, Add
• In bulk from the leads list — select leads, then Add to sequence; leads already in it, won or lost, or not yours to change are skipped
• With an automation rule — the “Add to sequence” action, for example for every new lead from Google Ads

Follow the progress

Each sequence shows how many leads are in progress, finished or left early. “Leads in this sequence” lists the step each lead is on, when the next one runs, and why leads left — a call was answered, the lead was won or lost, it asked for no emails, or someone stopped it. On a lead’s page the Sequences panel shows the step it is on and what comes next. Switching a sequence off pauses it for every lead in it.

• How many sequences can be on at once depends on your plan — see Pricing