Components

Cadence List page

Cadence configuration page

Cadences related list

When a record is added to Cadences, the related list on the record detail page showcases all the details of them. You can also customize the columns for the details of the cadences that you want to be shown in the related list.

Configuration

Configuring Cadences is a two-step process.

Step 1 - Choosing your Target Audience 

Creating a Cadence

While configuring Cadences, remember to consider your audience targeting options, carefully set up your follow-ups, and understand the implications of deactivating and reactivating a Cadences.

Creating cadence

1. Go to the Setup page and navigate to Cadences under Automation.
   

2. Click Create Cadence.
   

3. In the Create Cadence pop-up:
   

4. Click Next.

Configuring Follow-ups 

First follow-up 

Once you've created the Cadence, under Follow-up 1, click Add Follow-up.

For email follow-up:

1. Select when to trigger this follow-up: Immediately after enrollment, or after a specific duration, such as days, weeks, or months. The number field will show up, upon choosing days, weeks, and months.
   
   

2. Select the recipient's email address from the email fields within the record. 
   Either choose from the particular module, or from related modules.
   
   

3. Choose the email template and associate it.
   

4. Enter the email address from which the email follow-up should be sent, as well as the email address where replies should be delivered.
   

5. Click Save.
   

For task follow-up:

1. Set when to do the task: Immediately after enrollment of the record or after a specific duration.
   
2. Set the rest of the configurations for the task based on your requirements.
   
3. Click Save.

For call follow-up:

1. Choose when to schedule the call.
   
2. Choose the call start time.
   
3. Select the call owner.
   
4. Set the call purpose and describe the call agenda.
   
5. Add or remove additional fields — Subject and Reminder—based on your requirements.
   
6. Click Save.
   

Subsequent Follow-ups 

Once you've created the first follow-up, you can start configuring the subsequent follow-ups that will be triggered based on the actions on the first follow-up or the previous follow-ups. For example, if the first follow-up is an email, the subsequent follow-ups can be triggered based on email actions such as whether the email was opened, bounced, and so on.

To configure the subsequent follow-ups

1.1 When the previous follow-up is an email

Email follow-up

1. Click the plus icon to add a new follow-up and select Email.
   
2. Choose whether to trigger this follow-up immediately or after some specified time later.
   
3. Set the action taken on the previous email that should trigger the second follow-up.
   
   
4. Configure the rest of the details of the email follow-up based on your requirements.
   
5. Click Save. 

Important: 

1. Only organizations in the new email configuration can use Replied as the criteria to trigger the follow-up action. All other criteria are available for both new and old email configuration. 

Learn more about the new email configuration

1. Click the plus icon to add a new follow-up and select Task.
   
2. Select from the list of actions when to trigger the task follow-up and configure the task as per your requirements.
   
3. Click Save.
   

Call follow-up

1. Click the plus icon to add a new follow-up and select Call.
   
2. Select from the list of actions when to trigger the call follow-up and schedule the call as per your requirements.
   
3. Click Save.
   

1.2 When the previous follow-up is a task

Email follow-up

1. Click on the plus icon and select Email.
   
2. Choose when to trigger the email.
   
3. Select the action taken on the previous task that should trigger the email.
   
4. Configure the details of the email as per requirements.
   
5. Click Save.
   

Task follow-up

1. Click on the plus icon and select Task.
   
2. Choose when to trigger the task.
   
3. Select the action taken on the previous task that should trigger the new follow-up.
   
4. Configure the details of the task as per your requirements.
   
5. Click Save.

Call follow-up

1. Click on the plus icon and select Call.
   
2. Choose when to schedule the call.
   
3. Select the action taken on the previous task that should trigger scheduling the call.
   
4. Configure the details of the call as per your requirements.
   
5. Click Save.

1.3 When the previous follow-up is Call

Email follow-up

Task follow-up

1. Click on the plus icon and select Task.
   
2. Choose when to trigger the email.
   
3. Select the action taken on the previous call that should trigger the task.
   
4. Configure the details of the email as per requirements.
   
5. Click Save.
   

Call follow-up

1. Click on the plus icon and select Call.
   
2. Choose when to trigger the email.
   
3. Select the action taken on the previous call that should trigger scheduling the call.
   
4. Configure the details of the email as per your requirements.
   
5. Click Save.
   

Cloning a Cadence

1. On the Cadence list page, click on the ellipses (three dots) icon next to the Cadence you want to clone.
2. Click Clone.
3. On the Clone Cadence pop-up, enter a name for the cloned Cadence, add a description if needed, and define who it's for.
   
   

Un-enrolling records from Cadences 

Certain functionalities are being rolled out in phases and will be accessible to select accounts.

• When they don't fall under custom view criteria
  

• When a specific follow-up criteria is met, for example, the call result is an invalid number, or marked as no response/busy. Or let's say if a follow-up email is opened but not replied to in a specific number of days.
  

• Email
  

• Call
  

• Task
  
  

• On a particular date
  
  

• Based on record criteria, such as, when conditions are met in the record (e.g., Lead Status = Not Interested)
  
  

Adding records to Cadences 

Based on the type of Cadence, records are added to them in different ways.

For manual enrollment 

Record detail page

1. Click the ellipsis on the record detail page.
   
2. Click Add to Cadence.
   
3. Select the Cadences to add the record from the popup.
   
4. Click Add to Cadence.
   

Cadences related list

Mass action

You can also add multiple records to a Cadence or un-enroll them in one go with the help of mass action. Simply select the records in the module view, and click Cadences under Actions. 

Cadence Report 

Re-enrolling un-enrolled records

Certain functionalities are being rolled out in phases and will be accessible to select accounts.

1. If the previous Cadence was incomplete, you can choose to:
1. Resume from where it left based on the last follow-up response, or
2. Restart the Cadence from the beginning.
2. If the Cadence was completed, you can restart it from the first follow-up.
   

1. Record detail view: When you click Enroll to Cadence, you’ll see all applicable Cadences, including those where the record was previously enrolled.
1. If a Cadence was incomplete or stopped, a prompt appears asking you to choose Resume or Restart.
2. List view (bulk enroll): The system checks each record’s Cadence status:
1. If any records were Stopped or Failed, you’ll be prompted to Resume or Restart.
2. If the Cadence was completed, Restart will be the only option.
3. If follow-up activities are missing (e.g., deleted), Resume won’t be possible—Restart is required.
   

Note: 

1. Records with missing or deleted follow-up activities cannot be resumed and must be restarted instead.
2. If a follow-up activity is deleted, the cadence can only be restarted.
   

Reactivating a deactivated Cadences