Sequences that misfire, skip steps, or get stuck are usually caused by misconfigured logic. This guide covers the most common scenarios.
If the step is scheduled for a time outside your sending window, it queues until the next valid window. Check Settings → Sending Window. If contacts are stuck mid-sequence near the weekend, they may be waiting for Monday.
Sequences → [Sequence] → [Step] → Branch Logic. If a contact matches a branch condition but the branch has no next step configured, they are stuck. Add a next step or a "catch-all" branch.
If the AI classified a neutral reply as positive, the contact exits the sequence. Check the contact record: Contacts → [Contact] → Activity. If you see "Exited sequence — Positive reply" but the reply doesn't look positive, go to the reply and reclassify it manually.
This means the deduplication didn't catch the contact entering a second active campaign. Check: are they in two campaigns simultaneously? Go to Contacts → [Contact] → Campaigns — they should show as active in only one campaign. Remove from the duplicate and suppress for that campaign.