Sequences

Unenroll contacts from a sequence

Last updated: July 15, 2020

Applies to:

Sales Hub  Professional, Enterprise
Service Hub  Professional, Enterprise

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

Contacts will be unenrolled from a sequence automatically when any one of the following occurs:
  • 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 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.
  • The contact is associated with the same company as another contact who already replied to a sequence email. This will occur if you selected the Unenroll contacts from the same company checkbox in your sequence settings
  • The contact books a meeting with you, or books through 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 same user who originally enrolled the contact in the sequence.
  • The contact unsubscribes via the unsubscribe link in the sequence.
  • The contact's email address bounced, likely due to an incorrect email address.

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 not 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.
 

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

unenroll-from-sequence

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 Automation > 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.

unenroll-from-gmail-contact-profile

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 Automation > Sequences.
  • Click the name of the sequence.
  • Select the checkboxes next to the contacts that you want to unenroll from the sequence. 
  • At the top of the table, click Unenroll [#] contacts

unenroll-multiple-contacts-from-sequence-summary-page

  • In the dialog box, click Unenroll contacts
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