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

    Do you need more information? - Our Help Center has it all at
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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

  • Aleksandra Zadwórna


    do you know if this feature will be also awailable for contacts and deals? nor only for leads ? 

  • Mike Englebrecht

    Would love to know if this feature will become available for Deals & Contacts?


  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Mike and Aleksandra,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, this feature is only available for Leads only. Since this is a Reach add-on, the following is only for Leads at the moment.

    I would however encourage you to upvote this post from our Community page, ( asking for this feature to be added for Contacts and Deals.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • ranya benali

    I was previously of the opinion that email sequences were needed for contacts and deals, however, I no longer believe that to be the case i.e. the concept of applying such sequences is flawed unless you can add triggers and conditions e.g. a fixed sequence would not make sense unless it was based upon individual stages, however, it does makes sense at the lead level because leads do not sit within pipeline stages. 

  • Paul Garcia

    A use case for sequences with contacts could be a new customer orientation or onboarding series. Yes, triggers would be helpful, but would likely all need to be based on custom data since there's very little in standard Sell fields that would serve as a logical trigger.

  • Mike Englebrecht

    Similar to Paul Garcia's use case - we would use in two ways: for orientation & onboarding series based on an onboarding "pipeline" in Sell - and, one step further - for ongoing customer success communications based on various user-based success "pipelines" in Sell. Changes in states of certain elements within the pipeline and the user record - and eventually on user usage metrics communicated from our SaaS to Sell - would result in different messages being sent for different contacts (for different reasons/purposes).   I would love to be able to map these out and automate, natively.  I'm sure it's a big ask tho.  Conversely there are a number of other apps we are considering using to accomplish, along with either Zapier or  One of the main goals of the overall project is as little "code" and as much "low or no code" as possible. #rambling. :-)

  • Paul Garcia

    @Mike, we map those conditional automations into our email marketing tool instead of CRM, since most CRMs don't like to be in the emailing business, especially when it is triggered by metrics that the CRM won't track. But for things that are straight templated series, it is convenient to have Sell do some things. 

  • Mike Englebrecht

    @Paul i hear you, that's the route going to go as well.  TY!!!!

  • ranya benali

    There are a number of considerations, one being that you cannot send large volumes of emails from Sell. Another being whether you want the email logged in CRM or you want to report 'days since last communication'. 

    If your volumes are small, you could get the benefit of having the emails logged against the contact record by creating an email sequence using Zaps and based upon 'days since last communication' and the added benefit of sequences for deals. 

    An email sequence via an external email marketing tool would not suffice if you have more than one sequence for deal pipeline stages. In this case, maybe only zaps to SMS would be viable. 

    If your requirement is for contacts only, and deals have not been assigned, maybe you could keep them as leads or you could zap them into another pipeline as leads?

    I.e. I only say this because I expect, an email sequence with automation at the deal level would take some time for Sell to release.

  • Jakub Konik

    Hi Bryan Wilson, Nick Wurm, ranya benali, Aleksandra Zadwórna, Mike Englebrecht and Paul Garcia I wanted to let you know that it's now possible to add contacts to sequences. For now it's a simple reflection of lead sequences on contacts.

    It's not yet possible to add deals to sequences, but it's possible to add any contact to a sequence, so if there's a contact associated with a deal you could add such a contact to a sequence via this contact's page.

    Do you have any needs or use cases that you'd like to be able to fulfil via sequences that are not yet possible? We are collecting feedback for the next round of sequencing improvements and it's a great moment to share your needs :) 


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