Setting up email and task sequences in Sell

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  • Ryo Ogochi

    How do you configure it so a sequence automatically starts for an incoming lead? 

    Is there a way to configure a sequence with a task instead of email (Phone/SMS etc.) so the actions are mixed up? 



  • Katie Dougherty
    Zendesk Community Team

    Ryo Ogochi,

    Thank you for reaching out! 

    At this time, an agent must add an incoming lead to an email sequence manually. Additionally, the email sequence feature is just for outgoing emails (not tasks or text messages), but I will be sure to pass along both of your suggestions to our Product Team! I will let you know if there is an available API or Zapier option for this feature! 

    Depending on your plan level, we have a feature called Automated Actions for Tasks. This feature allows an Admin to automatically create a standard workflow task for Sell users whenever a new lead, contact, or deal is added.

    Additionally, many accounts use Zapier's Zendesk Sell integration to automate a text message sequence to new prospects or leads. 

  • Ryo Ogochi

    Katie Dougherty thanks.  Another issue for me is that I cant have my team create/edit sequences if they dont have full on admin rights. Would be great if i can give them access to this.

  • Grzegorz Pogwizd
    Zendesk team member

    Hi Ryo,

    Thanks for this feedback, however, this is a by-design behavior implemented on purpose, to limit the possibility of clutter in the Sequences section.

    As for the other functions and configuration available to Admin only, this particular one should also be limited in our opinion, as well as the Admin privilege itself should be granted to a limited number of key users in the account.

    Nevertheless, rest assured that our Product Team will take this feedback into account and we'll be looking forward to hearing more about this feature from other customers as well.

    Thanks for your understanding and best regards!

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

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  • Paul Garcia

    Dropping out of a nurture sequence shouldn't be automatic. While I may still be communicating with a lead or contact directly, I wouldn't want the standard nurture messages to stop just because the lead replied to a message. Maybe they wanted something explained, but that shouldn't cancel the next several messages bringing them to an educated buyer state they would otherwise have gotten if they stayed in the sequence. 

  • Bryan Wilson

    I'm sorry if this is posted somewhere else.   Is there any chance of sequences coming for deals or contacts as well?   We have long sales cycles and would like to be able to set a deal up with a sequence at specific stages to ensure the prospect is getting the appropriate follow ups, especially if reps get busy and forget to do it.   

  • Nick Wurm

    +1 Bryan Wilson we also have a long sales cycle and sequences for deals or contacts would be a huge help to our sales reps and business development reps.

  • Ryo Ogochi

    Is there any way to duplicate/copy a sequence?   Creating sequences is quite a task. 

  • ranya benali

    It would be nice if this feature was also available for deals.

  • Nate Brown
    Zendesk Customer Advocate

    Hi there!

    While you can reuse email templates included in older sequences, I'm afraid there is no way to duplicate an entire sequence in Sell! For now, you will need to arrange the existing templates you'd like to use in the new sequence and save the new sequence.

    As for duplicating deals, you can take a look at using our "Clone Deals" App, available on our App marketplace! Here is a link to the app and a link on installing and using the app:

    Otherwise, you can always export the deal(s) you would like duplicated, and reimport them with a new name to create a new copy!


    Nate Brown
    Customer Advocate | Zendesk Sell CRM
    Visit our Support Center - Email us at - Call us at +1 888 670 4887 Mon-Fri 8am-5pm PT


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