Email and SMS sequences (automations)

Sequences are automated email and SMS workflows that run on a schedule or trigger. Use them for follow-ups, onboarding, reminders, and marketing.

Creating a sequence

1. Go to Sequences → New Sequence
2. Give it a name and choose a trigger:

• Manual — you enrol contacts manually
• Contact tag added — auto-enrols when a tag is applied
• Event status change — e.g. when an event is confirmed
• Form submission — auto-enrols when a form is submitted

1. Add steps: Email, SMS, or Wait (delay between steps)
2. Write your message content for each step
3. Set the sequence to Active

Sequence steps

• Email — sends a formatted email from your sender address
• SMS — sends an SMS from your MessageMedia number (AU only)
• Wait — pause for X hours/days before the next step
• Condition — branch based on whether the previous email was opened, clicked, or ignored

Enrolling contacts

For manual sequences: open a contact or a filtered contact list and click Enrol in Sequence. For trigger-based sequences, enrolment is automatic.

Personalisation tags

Use merge tags in your messages:

• {{first_name}} — contact's first name
• {{event_date}} — linked event date
• {{quote_link}} — link to the quote
• {{business_name}} — your business name

Monitoring performance

Go to Sequences → [sequence name] → Analytics to see open rates, click rates, reply rates, and which contacts have completed or exited.

Unsubscribes

CaterCloud automatically handles unsubscribes. Contacts who unsubscribe from email are excluded from future email steps. You cannot override this.