People records. Any record type of the People object works, so the same machinery covers prospects, inbound leads, applicants, or advisory clients depending on how you modeled your CRM.

Continuing with the wealth management example we have used across the Academy: James Harrington comes in as an inbound lead with a $12M mandate. You enroll his People record into "Inbound Lead Followup" and the sequence handles the first touch, the nudge, and the reminder to call, while you keep working the rest of the pipeline.

The mailbox of the enrolling user, connected in Max under connections (Gmail or Outlook). At enrollment time Frontline resolves the sender: if that user has exactly one connected mailbox it is picked automatically, and if they have several they choose which one to send from.

This is also why enrollment has a few requirements. The enrolling user needs access to the People record, an active Max seat, and a connected mailbox. When one of those is missing, the enrollment is recorded as failed with the reason, instead of silently doing nothing.

Send Email. Picks an email template, chooses whether to start a new email or reply in the previous step's thread, and optionally appends your signature and an unsubscribe link.

Send WhatsApp Message. Sends an approved WhatsApp template from one of your business numbers to the enrolled person. The phone is read from the record at send time, starting with the Phone Number field.

To-Do. Creates a to-do on the enrolled person's record with a title, a type such as a task or a phone call, a due date offset in days, and an assignee. By default the sequence holds until that to-do is completed, which is how you build "the machine sends two emails, then a human calls". You can also let it fall through immediately if the to-do is only a reminder.

Wait. Pauses for minutes, hours, or days.

Condition. Up to five branches evaluated in order, plus a fallback branch. You can branch on fields of the enrolled person, on engagement from a specific earlier message (replied, opened, clicked, open and click counts, delivery status), and on the output of an earlier step. A branch can also end the sequence when it matches.

Data Action. Creates, updates, searches, deletes, or changes the record type on any object or table, including the enrolled person. It runs with the permissions of the user who enrolled, so it can never touch data that person could not touch. This is how you mark a lifecycle stage as "Contacted" or write the outcome back to a Deal.

Trigger Workflow. Runs one of your automation workflows from inside the sequence. It can fire and forget, or hold the sequence until the workflow finishes and then continue or fail based on the policy you choose.

Send Email steps reference a template rather than carrying their own copy. Templates live in a manager where you create, edit, duplicate, and archive them, with a version history of every change.

Templates accept Person variables such as first name, last name, company, role, or location, so a single template covers every recipient. The body is resolved from the template's current version at send time, which means an edit today improves the next send for everyone already enrolled.

Because the template is shared, archiving one that is still referenced makes that step fail at send time. Reassign a live template on the step and you are back in business.

When the unsubscribe link is on, Frontline appends a signed link. If the recipient confirms, the person is marked as do not contact and their sequence exits.

Three ways, all landing in the same engine.

From the record itself, on a person's profile, which is the natural move when you are already looking at the record.

From the sequence's Recipients tab, one person or many at once. Bulk enrollment tells you what happened per person: created, skipped, in conflict with another sequence, or blocked by do not contact.

From a workflow, using a Sequence Action step, which is how you make enrollment automatic.

The Sequence Action step can enroll, remove, pause, or resume, so a workflow can manage the whole lifecycle. A form submission enrolls, a closed won Deal removes, a support escalation pauses, and the resolution resumes.

You choose where the people come from: specific records you pick, the record that triggered the workflow, or a variable holding one person, a person record, or a list from an earlier search step.

For enrollment, you also choose the enroller, because that decides whose mailbox sends. You can read it from a variable, use the person's owner, or hand the step a pool of users with a selection strategy of first, last, or random. Frontline walks that pool in order and skips anyone who is not eligible, so round robin across a sales team works without a separate rotation tool.

Each sequence has a status of draft or live. Draft is where you build; live is what accepts enrollments, and how many sequences can be live at once depends on your plan.

Mark completed on reply closes the sequence when the person answers an email, or replies over WhatsApp on a recent WhatsApp step. Mark completed on meeting booked closes it when a meeting with that person appears on the calendar. Both are on by default, which is usually what you want, since a live conversation should replace an automated nudge.

Track email opens inserts a tracking pixel, and track email clicks rewrites links, feeding both your analytics and the engagement conditions in the builder.

A delivery window sets the hours and weekdays this sequence may send, and you can override the account timezone per sequence. When a send falls outside the window, the engine defers it to the next allowed slot rather than sending at a bad hour, and records that deferral on the recipient's timeline. If you set no window, the sequence inherits the account default, which starts at Monday to Friday, nine to five.

Admins and owners manage sequence settings for the whole account. The default delivery window applies to every sequence without its own, and the account timezone is the fallback for scheduling.

The important one is whether a person can be in more than one sequence at a time. By default they cannot, so enrolling James while he sits in another live sequence raises a conflict and you decide whether to replace it. When you allow multiple, you also set the maximum number of sequences one person can be in at once, which protects your contacts from three colleagues nurturing them in parallel.

The Recipients tab lists everyone in the sequence with their status: active, waiting, paused, completed, exited, removed, or failed. Opening a recipient gives you a timeline of every step, message, open, click, reply, to-do, deferral, and exit, plus the reason it ended. From there you can pause, resume, remove, or close a recipient by hand, with a note.

The Analytics tab gives you the summary, a per step funnel, and a time series. Email reports opens, clicks, replies, and bounces, while WhatsApp reports delivered, read, replied, and failed, since the two channels expose different signals.

Sequence activity also shows up on the person's record, so anyone opening James Harrington's profile sees the enrollment, the emails, and the outcome in the same timeline as the rest of the relationship.

Most failures are data. An email step needs an email on the record, a WhatsApp step needs a phone number, and a Send Email step needs a template that is still active. The recipient's log names the exact field or template so the fix is obvious.

The distinction that saves time: retry is for a provider that was briefly down, and re-enrollment is for a record you just fixed. When a failure came from missing data, correct the record and enroll the person again rather than retrying the same run.

Sequences are shared like your workflows, agents, and tables. Full access covers editing, publishing, and operating. Operator lets a colleague enroll and manage recipients on a sequence they should not edit, which is the right level for a sales team running a play built by marketing. Read only is for visibility, and no access hides it entirely.

Start with three steps: an email, a wait, and a to-do to call. Keep it in draft while you write the template, check the delivery window, then set it live and enroll a handful of records yourself before you automate enrollment from a workflow.

Once the shape works, add a condition on whether they opened, a data action to stamp the outcome on the record, and a Sequence Action step in the workflow that already creates your inbound leads. At that point the follow up runs itself, and your team only shows up for the conversations that actually started.