Sometimes one customer should leave a sequence while the sequence continues for everyone else. Pause or stop that customer from their record or the sequence enrollment view.

What this guide helps you do

• Remove one customer from automated sequence messages.
• Preserve internal context for why the sequence stopped.
• Avoid sending irrelevant or unwanted follow-up.

Before you start

• Know why the customer should pause or stop.
• Open Customer 360 or the sequence enrollment record.
• Check whether the customer converted, opted out, bounced, complained, or needs manual handling.

Do it manually

1. Open the customer record or the sequence report.
2. Find the active sequence enrollment.
3. Pause, stop, or exit the customer according to the available action.
4. Add an internal note explaining why.
5. Create a manual task if a teammate should follow up instead.
6. Confirm no further sequence emails are scheduled for that customer.

Ask Faster AI

• Review this customer and tell me whether they should be removed from the nurture sequence.
• Stop sequence follow-up for this customer and create an internal task for manual outreach after I confirm.
• Find customers in this sequence who already booked and should be reviewed for exit.

Review before saving, sending, or starting

• Do not remove customers from a sequence without recording the reason.
• Respect unsubscribe and complaint signals immediately.
• Check whether another active journey or broadcast may still contact the customer.

Common issues and fixes

• If messages continue, check other journeys or broadcasts, not just the sequence.
• If the customer should re-enter later, use a pause or task rather than permanent removal when available.
• If many people need removal, adjust the sequence Audience or exit rule.

After customers enter the sequence

• Review active enrollments and upcoming messages so customers who convert or opt out do not keep receiving follow-up.
• Use Customer 360 to check whether sequence activity is creating useful replies, bookings, purchases, or tasks.
• Adjust the Audience or exit rules when too many people need manual removal.
• Keep notes on what the sequence is meant to accomplish before changing timing or content.

Welcome email examples

For why buyers, bookers, and active conversations should exit a welcome sequence cleanly, read the welcome email sequence examples. Welcome Email Sequences That Turn Signups into Customers.

Connected workflows

• Preview Audience counts before sending
• Respect unsubscribe and contact preferences
• Create a lead capture form
• Review campaign performance

Placeholder media

• Screenshot placeholder: add an annotated screenshot of pause or stop a sequence for a customer with customer names, emails, counts, and private campaign data blurred.
• Video placeholder: add a short walkthrough that starts from Engagement, shows the manual path, then shows the review step before any journey, broadcast, newsletter, or sequence goes live.

Related help

• Create an email sequence
• Enroll customers in a sequence
• Review engagement events