// Sequences & Automation

Sequence Step Types

Understand each step type in the sequence builder and when to use it

2 min read
Updated March 18, 2026
sequencesautomationsteps

Each sequence is made of ordered steps. You can mix step types to build simple or advanced automation flows.

01

Survey Step

Purpose: Send a survey to collect feedback.

Configuration:

  • Select one survey
  • Optional delay before sending
  • Optional step webhook

Best for: Post-service feedback, post-purchase check-ins, NPS/CSAT collection.

02

Review Request Step

Purpose: Ask a contact to leave a public review.

Configuration:

  • Score threshold field for workflow intent
  • Platform selection (Google, Facebook, Yelp)
  • Optional delay/webhook

Operational note: The sequence-level Skip Reviews for Detractors setting is the primary automatic safeguard for avoiding review asks to unhappy contacts.

03

Email Step

Purpose: Send a custom follow-up email message.

Configuration:

  • Subject and body content (EN/FR fields)
  • Optional delay/webhook

Best for: Thank-you follow-ups, service recovery, escalation handoffs.

04

SMS Step

Purpose: Send a custom SMS follow-up.

Configuration:

  • Message content (EN/FR fields)
  • Optional delay/webhook

Best for: Time-sensitive follow-ups and short reminders.

Important: SMS delivery depends on valid phone format and available SMS quota.

06

Step Timing

Every step supports Delay Before This Step in hours.

  • 0 = immediate after previous step
  • >0 = waits before running
  • With Skip Weekends enabled, delayed sends are pushed forward when timing lands on weekend days
07

Step Webhooks

Each step can send a POST callback after completion.

Use this when you need to:

  • Notify another system
  • Trigger CRM tasks
  • Log operational milestones externally

See Sequence Webhooks for payload details and reliability guidance.

// Related articles

Creating Your First Sequence

Build and activate an automated multi-step sequence for survey and follow-up workflows

2 min read

Sequence Settings Reference

Understand all sequence-level settings and how they affect delivery behavior

2 min read

Sequence Webhooks

Send step-completion callbacks to external systems from your sequence workflow

1 min read

Bilingual Sequences (EN/FR)

Configure sequence step content in English and French for multilingual customer workflows

1 min read

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