Unenroll contacts from a sequence

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

Automatic unenrollment

• The contact replies to one of the emails in your sequence. In most cases, out-of-office replies will not cause unenrollment.
• The contact sends an email to you, not as part of the sequence, from the email address that was enrolled.
• The contact replies to one of the emails in your sequence from a different email address. 
• The contact sends an email to you from an alias of the email address enrolled in the sequence. 
• A contact from the same company replies to the sequence email or replies to an email outside of the sequence. This will occur if you selected the Unenroll contacts from the same company checkbox in your sequence settings. 
• The contact books a meeting through a meetings link in one of the sequence emails that was sent to the contact, even if it's not your meetings link. Meetings booked via the contact record directly or on an integrated Google Calendar will unenroll the contact only if the user that the contact books with is the same user who originally enrolled the contact in the sequence. If the meeting is logged to an associated record, it must also be associated with the contact for the contact to be unenrolled. This applies to meetings that are logged while the contact is enrolled in your sequence, even if the meeting occurred in the past.
• The contact unsubscribes via the unsubscribe link in the sequence.
• The contact's email address bounced, likely due to an incorrect email address.
• The contact was unenrolled from the sequence via a workflow (Sales Hub and Service Hub Enterprise accounts only)
• The contact was unenrolled from the sequence via the unenrollment triggers set on the Automation tab.
• The contact completes the sequence.

Additionally, a contact can be unenrolled from a sequence automatically if one of the following occurs in your HubSpot account:

• The sequence is deleted from your HubSpot account.
• The user who created the sequence is downgraded or deleted from your HubSpot account.

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 will be 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.

Customize automatic unenrollment triggers (BETA)

You can customize when contacts are automatically unenrolled from sequences by turning off the default reply and meeting triggers. If you're a Super Admin, opt your account into the beta.

After opting into the beta, to adjust the automatic unenrollment criteria:

1. In your HubSpot account, navigate to Sales > Sequences. At the top, click the Manage tab.
2. Click the name of the sequence. Then, at the top, click the Automate tab.
3. Under the Automate your sequence section, you can turn the following switches on or off:
   • When a contact replies to any email → Unenroll ... from this sequence
   • When a contact books a meeting → Unenroll ... from this sequence
4. For each switch that is turned on, use the dropdown menu to choose whether the action should unenroll:
   
   • The contact: only the specific contact who took the action will be unenrolled from the sequence.
   • All contacts at the company: the specific contact who took the action and all other contacts at the same company will be unenrolled from the sequence.
5. After making your selections, at the bottom, click Save existing sequence or Save as new sequence.

Manual unenrollment

You can also manually unenroll your contacts at any time. You can unenroll individual contacts from the contact's record or from the contact profile when using the HubSpot Sales email extension. Or, you can unenroll multiple contacts from the sequence summary page. 

Manually unenroll a contact from the contact record

• In your HubSpot account, navigate to CRM > Contacts.
• Click the name of the contact you want to unenroll.
• In the upper left, click Unenroll above the contact's image.

You can also unenroll a single contact from the sequence summary page by clicking the Actions dropdown menu next to the contact's name and selecting Unenroll. Alternatively, you can unenroll a contact from a sequence under the Scheduled tab:

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

Manually unenroll a contact 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.

Manually unenroll a contact in Outlook

To unenroll a contact using the Outlook desktop add-in:

• 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 on the right side, click Unenroll from sequence.

To unenroll a contact using the 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.

Manually unenroll multiple contacts from the sequence summary page

• In your HubSpot account, navigate to Sales > Sequences.
• In the upper left, click the Manage tab. 
• In the sequences table, click the name of the sequence.
• In the upper left, click the Enrollments tab. 
• Select the checkboxes next to the contacts that you want to unenroll from the sequence. 
• At the top of the table, click Unenroll.
   

• In the dialog box, click Unenroll. The selected contacts will be unenrolled from the sequence.