Sequences

Unenroll a contact from a sequence

Last updated: July 8, 2019

Applies to:

Sales Hub  Starter, Professional, Enterprise
Service Hub  Starter, Professional, Enterprise

When you enroll a contact in a sequence, that sequence will immediately execute the first step. Contacts can be unenrolled from that sequence automatically or manually. 

Automatic unenrollment

Contacts will be unenrolled from a sequence automatically when any one of the following occurs:
  1. The contact replies to one of the emails in your sequence. In most cases, out-of-office replies will not cause unenrollment.
  1. The contact sends an email to you, not as part of the sequence, from the email address that was enrolled.
  2. The contact sends an email to you from an alias of the email address enrolled in the sequence. This activity will not appear on the contact's timeline. 
  3. The contact books a meeting with you, or books from a meetings link in one of the sequence steps, even if it's not your meetings link. Meetings booked via the Schedule tab on the contact record or directly on an integrated Google Calendar will unenroll the contact if the user whom the contact books with is the user who originally enrolled the contact in the sequence.
  4. The contact unsubscribes via the unsubscribe link in the sequence.
  5. The contact's email address bounced, likely due to an incorrect email address.

Please note: deleting a sequence will not unenroll active contacts from the sequence. If you want to prevent any further steps in a sequence from executing for a contact, contacts will need to be manually unenrolled following the steps below.  

Out-of-office replies

The sequences tool can detect certain automated replies based on the response code from the email server. In the following cases, out-of-office replies are excluded from the sequence and your contacts will remain enrolled:

  • Gmail out-of-offices replies sent to Gmail inboxes
  • Outlook out-of-offices sent to Gmail inboxes
  • Outlook out-of-offices sent to Outlook inboxes
Gmail out-of-office replies sent to Outlook inboxes aren't recognized and contacts in this scenario get unenrolled.
 
Automated out-of-office replies vary across email clients. Always review your contacts' replies to learn more about your contacts and to ensure they remain in the correct sequence. 
 

Manual unenrollment 

In addition to automatic unenrollment, you can manually unenroll a contact at any time. The instructions below cover: 

Manual unenrollment on the contact record

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of the contact you want to unenroll. 
  • On the contact's record, click Unenroll next to the enrolled in sequence alert beneath the contact's picture in the upper left.

Manual unenrollment on the sequence summary page

  • In your HubSpot account, navigate to Automation > Sequences.
  • Click the name of the sequence from which you want to unenroll your contact.
  • Click the Actions dropdown menu to the right of the contact you want to unenroll, then select Unenroll.

Alternatively, you can unenroll a contact from a sequence under the Scheduled tab: 

  • In your HubSpot account, navigate to Automation > Sequences.
  • Click the Scheduled tab. 
  • Hover over a contact that's active in your sequence and click Unenroll.

Manual unenrollment in Gmail

  • In Gmail, compose a new email.
  • In the To (recipient) field, enter the email address of the contact you want to unenroll.
  • In the contact profile panel on the right side, click Unenroll from sequence.

Manual unenrollment in Outlook

There are two versions of HubSpot Sales for Outlook:

HubSpot Sales extension for Outlook on desktop (Windows only)

  • In Outlook, compose a new email.
  • In the To (recipient) field, enter the email address of the contact you want to unenroll.
  • In the contact profile panel, click Unenroll from sequence

Office 365 add-in

  • Compose a new email.
  • In the To (recipient) field, enter the email address of the contact you want to unenroll.
  • Click Sales Tools in the Outlook ribbon at the top of the compose window (desktop) or click the HubSpot iconsprocket below the email body field (web app). 
  • In the HubSpot Sales panel on the right-hand side, click View contact

  • You'll see an alert noting that the contact is currently enrolled in a sequence. Click Unenroll from sequence