New in Cadences: Option to Resume or Restart follow-ups when re-enrolling records into a Cadence, and specify custom un-enrollment criteria

New in Cadences: Option to Resume or Restart follow-ups when re-enrolling records into a Cadence, and specify custom un-enrollment criteria

Managing follow-ups effectively involves understanding the appropriate timing for reaching out, as well as knowing when to take a break and resume later, or deciding if it's necessary to start the follow-up process anew. With two significant enhancements to Cadences in Zoho CRM, you now have greater control over both enrolment and un-enrolment, helping you deliver more timely and relevant communication.

Let's get to the details.

Enhancement 1. Resume or Restart progress in Cadences  

You can now re-enroll records that were previously un-enrolled — whether due to manual removal, completion, or when the un-enrollment criteria is met. Depending on the Cadence status, you’ll have the option to resume it from where it left off or restart it from the beginning.

  • For example, say a lead dropped off in the middle of a 5-step nurture Cadence. If you're re-engaging with that lead later, you’re no longer required to start the follow-ups from scratch. Based on your business goals and the lead’s earlier interactions, you can now choose to either resume the Cadence from where it left off or restart it from the beginning.

  • On the other hand, if a Cadence was already completed, or say the record failed in any of the follow-up steps, you can restart it from the beginning — useful for seasonal campaigns or re-engagement efforts.


This flexibility is available across individual and bulk enrollments.

Enhancement 2. Define when records should exit Cadences  

You now have the option to define custom un-enrollment criteria for Cadences — allowing records to exit automatically when they meet specific field values or activity signals.

In addition to existing options like un-enrolling records on a particular date or when they fall out of custom view criteria, you can now use the criteria editor to build tailored un-enrollment conditions.

For instance, in a sales Cadence, for the lead say the Status is marked as Contacted, Junk Lead, or Lost Lead, or if a customer has opened the email but not replied to it in over one day, or say the email was bounced or unsubscribed to, they can be automatically un-enrolled — keeping the Cadence focused on active prospects only.


All of this is configurable directly within the Cadence setup using a dedicated editor, giving you precision without the need for workarounds.

That’s all for the current enhancement. Let us know your feedback in the comments below.

Resources: Unenrolling records from Cadences, Re-enrolling un-enrolled records

Note: The Resume and Restart follow-up options are available only for records that are enrolled manually to Cadences. The custom unenrollment criteria, however, are supported for both Cadence types, manually enrolled as well as those based on custom views.

Thanks,

Nizamuddin

NotesP.S. These enhancements are being rolled out in a phased manner, and are currently available for all users in all DCs.





        • Recent Topics

        • Trello: Invalid Client - Client ID passed does not exist

          Hello, I am trying to authorize the Zoho CRM power-up in Trello but always land on the following page: I tried adding a trello client to the Zoho API console but this generated a different client ID to the one in the link of the page in the above picture.

        • Zoho Sprints - Q2 updates for 2025

          Hello everyone! We’re excited to share the latest updates from Zoho Sprints for Q2 2025! This quarter, we rolled out a few highly-requested features designed to enhance collaboration and time management across your projects. Here's a look back at the

        • CRM Email Insights Not Working - Status not Changing

          I used to be able to see if a customer opened/read an email in CRM, but I no longer get those status changes inside their record. I have everything enabled and I am sending the email from CRM. The experience center has the status' enabled as well. Any

        • The use of Ticket statuses

          When your support team mark a ticket "Closed" before I had a time to check what your team has done on the ticket - I have to consider this as you consider the ticket closed even if I dont consider it closed. Which automatically produce a negative sentiment.

        • "Replace" an existing version of CRM

          Hi all, I have a question, I saw an article about this once, but I now cannot find it. I am working with a client who has had their CRM in Zoho One built and extensively modified. But it is non-functional now, and rather than try and unpick the system,

        • Data Import From a private PostgreSQL RDS Instance

          Hello All, I feel like the problem I am experiencing has been seen before; however, I am having a difficult time finding any solutions. Hoping the community has some insights. I am trying to import data from a PostgreSQL RDS instance that is behind an

        • Assistance Required: Authentication Error When Sending Credit Application Form

          Hi, I'm encountering an error message that states: "Authentication unsuccessful – the user credentials were incorrect." This occurs when I attempt to send the credit application form to our customers. I've attached the form I’m trying to send for your

        • Missing Fields in Lead Conversion Mapping

          I’ve been using Zoho CRM since 2013 to manage leads and convert them into contacts and jobs. When I convert a lead to a customer, I create a new contact and a job. Previously, this process automatically transferred key information from the lead to the

        • Allow selection of select inactive users in User data fields

          Hello, We sometimes need to select a previous employee that has an inactive account in the User data field. For example, when doing database cleanup and indicating actions are done by a certain employee that weren't filled out when they were part of the

        • Connection to Zoho One

          My org has a Zoho One account, which includes Zoho Social. We are wanting to try linkthread. However, I want to make sure it is set up properly from an account perspective, as I have accidentally created Zoho accounts separate from Zoho One when I didn't

        • Ticket Automatically Created from Closed Chat

          Is there a way to prevent a ticket being create for every chat.... or at the very least have it automatically closed.

        • IMPORT INVOICES CSV

          Hi, Impossible to import invoices in Zoho books with a csv file. I have also tried with the template. My topic keeps getting closed but I did not get any answer Is there an issue with this fonctionnality ?

        • Related Lists in Email Templates

          Hi Zoho team, I would love to see a feature where related list information can easily be added to an email template (instead of mail merge). I have a client who books flights for their customers. They do this through a Flights module so all booked flights

        • Outlook plugin funktioniert nicht.

          DAs Outlook Plugin funktioniert nicht mehr. Ich werde aufgefordert, mich mit der App "OneAuth" anzumelden Intelligente Anmeldung per OneAuth funktioniert nicht zufreidenstellend. Nach erfolgreicher Anmeldungung mittels QR Code lande ich wieder beim QR

        • iOS App Version 3.0 - Customer list gone?

          Not sure when this changed, but I seem to have been updated to 3.0 for the phone app (on iOS). I'm pretty sure that I used to have a Customers button that allowed me, for example, to see what appointments a customer has. Has this disappeared or am I just

        • Zoho Signature, "For Demo Purpose Only Powered by Zoho Sign"

          How to disable this text on the documents for signature. "For Demo Purpose Only Powered by Zoho Sign"

        • Add Resource variable to notification email customisation for Event Type

          The notification email customisation feature for Event Type does not include a variable for the Resource field. Without this field, Zoho Bookings cannot be used by any business for resource-based services or event types e.g. room bookings, equipment bookings.

        • Can't find add role button, is iet st because I have the free subscription

          Trying to add my accountant in Zoho Books if I press the add accountant button, I get stuck as it says no such role exists, and won't let me continue, I can't find the add roles button, so I am stuck. Is it because I have the free subscription? Also can't

        • Calendar view all appointments in workspace

          In the Calendar page, add the ability to view all appointments in the Workspace. The Manage Calendars filter requires me to select at least one user or resource, and it only lets me select up to five of them. There's no filter option to view the entire

        • Tip #13: Identify where your bookings come from with Source Tracking

          Source tracking is the practice of identifying where your bookings originated. This is important, because online bookings come from a wide variety of sources like social media platforms, your website, email and ad campaigns, partner websites, organic

        • Unable to Add Notes

          I've had a user report that they are unable to add notes to account records. I attempted and found the same issue. There is no option to save the note.

        • Workflow Rule Alert Not Working

          I have a workflow rule set (that I've been using for years) that suddenly stopped working. Module - Leads Execute on - Create Alerts - Email Active - Yes When I create my lead I no longer receive my email notification. 

        • Unify Overlapping Functionalities Across Zoho Products

          Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,

        • Assignment Thresholds Resetting After Lead Conversion

          Hello everyone, We're facing an issue with Zoho CRM's lead assignment thresholds that makes them unsuitable for our workflow. I'm hoping to find a potential workaround or solution from the community. Here’s our current process: A new lead is created automatically

        • Can zoho sign collect data feeding Zoho Sign?

          I m sending contracts to client who are not in my zoho CRM database yet. Can the data they enter in Zoho sign contract I send them, (that includes...) official company name address first name second name etc, ...Create or update a contact / account

        • IMAP ACCOUNT ACCESS PROBLEM

          Hi! I moved from Gmail some time ago to ZOHO. It works fine and it worked till yesterday. I found out that on my MAC OSX mail client I can not receive emails from ZOHO using IMAP. Gmail is set to IMAP and works OK. My company email account uses POP and works good as well. Is there anybody else who has such problem or this might be something with my email client...? I didi check for the settings but everything is as it was from the beginning. Honestly, I didn't change anything recently. It just stopped.

        • Modified approved time log

          I can’t seem to find a way to make change to approve time log entry. The case is the following. We pay the employees every 2 weeks, so employe A enter is time for the 2 weeks and then submit his timesheet. Now is superior approve the time he worked via

        • I want to Show the product list based on the drop Down

          in quotation app , amc form form i have Department drop down field and in subform i have loop up field item description taken from the anothe app PRO I want to show the product list look up based on the deparment selected example if they selected deparment

        • Inventory Barcode Creation - Add Picture of Item

          Hi I am trying to set up bar code labels and include a picture of the item on the label - any idea on how to add that field to the barcode generator?

        • Shared Snippets Everyone

          Hi, Now that the Shared Snippets have been released and I think will be the most used feature implemented in 2023 :) Creating and Using Snippets in Ticket Responses - Online Help | Zoho Desk Maintain consistency in ticket responses with shared snippets

        • Topics assigned to Contacts in Campaigns

          I have yet to find an efficient way to assign topics to contacts in campaigns with the new system in place.  We have daily contacts added to our system through various forms and we have to manually go in and add topics to contacts before each email campaign

        • Zoho CRM email formatting issues

          I have been having a hard time with formatting email templates. It feels like Zoho email is "fighting my edits." It refuses to change size, font, etc. Sometimes, the template looks great, then when the email gets sent, it looks completely different- some

        • Weekly Tips : Seamlessly collaborate with Share Drafts in Zoho Mail

          Ever found yourself stuck wondering how to get input on an important email draft without actually sending it? Maybe you want a teammate’s feedback or approval from your manager—without exposing sensitive info. Or perhaps you are working across different

        • How to Share a workdrive folder outside organization ?

          Hi, Earlier we were using Google Suite and were able to share the google drive folders with external organization ( Auditors , marketing collaterals ) as most of them had a personal gmail account they were able to access it without any issue. How can

        • Zoho CRM Account Duplication via Credit Application Form

          Hi, We send a credit application link to our customers via email, which is managed through Zoho Campaigns. When a customer submits the form, it automatically creates a new account in Zoho CRM. We would like to know how to stop this from creating duplicate

        • Flexible Milestone Invoicing

          If your Zoho Projects portal is integrated with Zoho Invoice/Books, you can now create an invoice for your milestones. You can enable it under Integration Preference and invoice milestones regardless of the project's billing type. For instance, consider

        • The get records i am getting produts that show in the show in the sub form item list field

          The get records i am getting produts that show in the show in the sub form item list field if(input.Department != null) { // Get filtered records once creator_ptid = zoho.creator.getRecords("harshadgroup","item-master","All_Products","Department == \""

        • Add Zoho Form Submission as Attachment to Zoho CRM Deal using Zoho Deal ID

          Hi Zoho team, I have a Zoho Form in which one of the fields will be hidden but will be defaulted with the Zoho Deal ID. Once the form is submitted, I want to reattach the submitted form (and another uploaded file field) into Zoho CRM Deals record. The crazy part is that Deal Name and Stage are the only two fields available for mapping. I have the actual Deal ID. Why can't I just use that. Can you please fix it so that I can properly attach the submission using Zoho Deal ID instead of name/stage (which

        • Payment link showing as malicious

          We've had a few customers who have been unable to pay invoices as the payment link (the domain is zohosecurepay.eu) is showing as a malicious website in their browser. Could anyone help with this please?

        • Side bar menu

          It would be great if you could stop the auto collapse of expanded menus when selecting a different module. It would save a lot of mouse clicks for a lot of users that frequently switch between sales & purchases as we do, it's easier to collapse them manually when not required !

        • Next Page