Engage provides sales teams with a centralized platform to manage pipelines, set up automations, streamline workflow sequences, and integrate account and contact management across multiple outbound channels. Admins can create and customize sequence rulesets that fit the needs of different sales teams within the organization.
In the action items page, you can find details of all open action items for you and your team.
Search for an action item
The following filtering and sorting options help narrow down the search for an action item in the list:
Filter by user
Filter by due date
Anytime
Overdue
Today
Tomorrow
This week
Filter by workflow sequence
All
Sequences grouped by:
None
Sequence and stage
Sequence name
Account name
Contact local time
Priority
Follow-ups grouped by:
None
Account type
Deal name
Follow-up type
Sequence outcome grouped by:
None
Account name
Sequence name
Deal name
Contact local time
Priority
Sequence errors grouped by:
Filter by action item type:
All
Manual emails
Auto emails
Calls
LinkedIn
Tasks
Other
Sort by:
Priority
Due date
Local time
Sequence step number
Recent digital interactions
Add an action item
To create an action item, follow these steps:
In the top-right corner, click Add an action item. The action item creation window will appear.
Under Assign to, select the action item assignee.
Under Action item type, select from the following actions to be done:
Send email
Call
Task
Under Link to contact or lead, select the contact or lead based on the account to perform the selected action on.
Under Account, select the account for the action item.
Under Deal, select the pipeline based on the account.
Under Title, enter a title for the action item.
Under Due date, select a due date and time.
Under Priority, select from the following priority level for the action item:
Low
Medium
High
Critical
Click Save.
How to manage accounts in Engage
In the engage accounts page, you can find all the accounts and their available details.
Search for an account
To find a specific account to manage:
On the left panel of the account page, scroll down the list or enter the account in the search field to filter the list.
Click the account name.
Manage an account
The account page provides detailed account information that can be viewed or configured in each tab:
Contacts tab: Configure contacts for this account like in the people page.
Action items tab: Configure action items for this account like in the action items page.
Activity tab: View the most recent account activities for the account.
CRM tab: View account fields pulled from the CRM.
To display the account fields directly from the CRM, click Open in CRM.
To manage visibility of each account field, click Show or hide fields, select or deselect the field checkboxes, then click Apply.
Emails tab: Configure messages for this account like in the messages page.
How to manage people in Engage
In the engage people page, you can find all the contacts/leads and their available details.
Search for a contact or lead
To find a specific contact or lead to manage:
Click the Contacts or Leads tab.
On the left panel of the people page, scroll down the list or enter the name in the search field to filter the list.
Manage a contact or lead
The people page provides detailed contact/lead information that can be viewed or configured in each column:
Multiselect tool: Select one or more people for the following group actions:
Add to sequence
Pause sequence
Resume sequence
Remove sequence
Name and title: View the contact/lead name and organization title. Click to show a dedicated contact/lead window where the following details can also be viewed or configured:
Name of contact/lead
Name of account
Sequence status
Overview tab
Contact activity: View your and your team's most recent activity with the contact/lead, or click Show all to go to the Activity tab and view all activities with them.
Contact details: View the phone number and email address of the contact/lead, if available.
Activity tab: View all of your and your team's activities with the contact/lead.
Action items tab: Display action items assigned to you and your team for the contact/lead.
CRM tab: View contact/lead fields pulled from the CRM.
To display the contact/lead fields directly from the CRM, click Open in CRM.
To manage visibility of each contact/lead field, click Show or hide fields, select or deselect the field checkboxes, then click Apply.
Sequence status: Display the following status to indicate whether the contact/lead is added to a workflow sequence or not.
Not in sequence
In sequence
Actions: Add a contact/lead to an existing sequence or manage a sequence they are currently added to like in the sequence page. Additional options include:
Call them if a number is available.
Send them a message if an email address is available.
Account: Display the account name. Click to get directed to its account page.
Last sequence action: Display the last sequence action done with the contact/lead and when, if available.
Next sequence action: Display the next sequence action to be done with the contact/lead and the due date, if available.
How to manage pipeline in Engage
In the engage pipeline page, you can find all the deals and their available details.
Search for a pipeline
To find a specific pipeline to manage:
On the left panel of the pipeline page, scroll down the list or enter the pipeline name or account name in the search field to filter the list.
Click the pipeline name.
Manage a pipeline
The pipeline page provides detailed deal information that can be viewed or configured in each tab:
Account name and deal name
Write Email: In the top-right corner, click to open the message window for sending an email to pipeline contacts. Click Templates to use any existing message templates. Note: This functionality requires integration of a third-party email service.
Deal details: At the top of the page, view the following:
Amount: The amount and currency for the deal
Close date: The date for closing the deal
Stage: The status of the deal
Qualification
Discovery
Proporal/Quote
Negotiation
Closed Won
Closed Lost
The date of last deal activity
Overview tab:
Things to do: View your action items for this deal or click New action item to create one like in the action item page. The list can be sorted by either showing All or only Open action items.
Upcoming meetings: View scheduled meetings for this deal. The list can be sorted by either showing All meetings or only My Meetings.
Activity tab: View the most recent activities from you or your team for this pipeline.
Contacts tab: View contacts from the account and from your team. Contacts with activity within the last 21 days are displayed at the top of the contact list under Recently active.
CRM tab: View pipeline fields pulled from the CRM.
To display the fields directly from the CRM, click Open in CRM.
To manage visibility of each account field, click Show or hide fields, select or deselect the field checkboxes, then click Apply.
How to manage messages in Engage
In the engage messages page, you can find and manage all your email messages to your contacts from your sequences and action items activity.
Navigate messages page
All your messages are listed under the following tabs based on their delivery status:
Delivered tab: View messages you successfully sent manually or automatically.
Drafts tab: View message drafts that you created.
Scheduled tab: View messages you scheduled to automatically send later.
Failed tab: View messages that have bounced, which includes hard bounces such as an invalid email address and soft bounces such as a full inbox.
All tab: View all messages.
Manage a message
Messages are listed down with the following details that you can view and/or click configure:
Recipients: View the name of the message's recipient. Click to view and configure the dedicated information window for the recipient, like in the people page.
Content: View the email message that got sent or configure the email message if it's still a draft or scheduled to be sent later.
Account: View the account associated with the recipient contact. Click to go to its account page.
Status: View the message status.
Last modified: View when the message had its last activity (sent, drafted, scheduled to send, or failed to send.)
How to manage sequences in Engage
In the engage sequences page, you can find all workflow sequences used by your organization and manage your own sequences.
Add a sequence folder
Your sequences can be organized using folders. To create a folder, follow these steps:
On the left panel of the sequences page, click Your sequences, or click an existing sequence folder to create a folder under it.
In the top-right corner, click Add folder then click the edit icon next to the default folder name to change it.
Add a sequence
In addition to existing sequences from your organization, you can create your own. To create a sequence, follow these steps:
On the left panel of the sequences page, click Your sequences, or click an existing sequence folder to create a sequence under it.
In the top-right corner, click Add sequence then click the edit icon next to the default folder name to change it.
Click the Steps tab then choose from the following types of sequence step to configure:
Manual email
Auto email
Call
LinkedIn connect
LinkedIn message
Task
Configure the following step fields:
Email type: This field only appears in email steps (manual or auto) preceded by an earlier email step. Choose from the following options:
New thread: This step sends new email separate from the message thread of the earlier email step.
Reply: This step sends a reply email to the message thread of the earlier email step.
Delay from sequence start / Delay from previous step: Select a step delay from 0 business days to 5 business days in increments of one business day. Delay from sequence start applies to step 1 and Delay from previous step applies to step 2 onwards.
Priority: Select from the following priority level for the action item:
Click the People tab, then manage contacts for this sequence like in the people page. You can also search from the displayed contacts with the following filter options:
Activate contacts in this sequence
Past contacts in this sequence
Activate and past contacts in this sequence
Click the Settings tab, then click Change ruleset to change from being assigned the default sequence result to another available ruleset created by your account admin like in the rulesets page.
In the top-right corner, click Save.
Edit a sequence
To edit the workflow of one of your sequences, follow these steps:
On the left panel of the sequences page, scroll down the list of Your sequences or Company sequences, or enter the sequence name in the search field to filter the list.
Click the sequence name.
Click the Steps tab then choose from the following types of sequence step to configure:
Manual email
Auto email
Call
LinkedIn connect
LinkedIn message
Task
Configure the following step fields:
Email type: This field only appears in email steps (manual or auto) preceded by an earlier email step. Choose from the following options:
New thread: This step sends new email separate from the message thread of the earlier email step.
Reply: This step sends a reply email to the message thread of the earlier email step.
Delay from sequence start / Delay from previous step: Select a step delay from 0 business days to 5 business days in increments of one business day. Delay from sequence start applies to step 1 and Delay from previous step applies to step 2 onwards.
Priority: Select from the following priority level for the action item:
Click the People tab, then manage contacts for this sequence like in the people page. You can also search from the displayed contacts with the following filter options:
Activate contacts in this sequence
Past contacts in this sequence
Activate and past contacts in this sequence
Click the Settings tab, then choose from one of the available rulesets created by your account admin like in the rulesets page.
In the top-right corner, click Save.
Duplicate, move, or delete a sequence
To manage one of your sequences, follow these steps:
On the left panel of the sequences page, scroll down the list of Your sequences or Company sequences, or enter the sequence name in the search field to filter the list.
To the right of the sequence name, click the more icon then choose from the following options:
Duplicate: In the sequence duplicate window, click Your sequences, or click an existing sequence folder to choose where to duplicate the sequence.
Move: In the sequence move window, click Your sequences, or click an existing sequence folder to choose where to move the sequence.
Delete: In the delete confirmation dialog, click Delete sequence to permanently remove it.
How to manage templates in Engage
In the engage templates page, you can find all message templates used by your organization and manage your own message templates.
Add a template folder
Your message templates can be organized using folders. To create a folder, follow these steps:
On the left panel of the templates page, click Your templates, or click an existing template folder to create a folder under it.
In the top-right corner, click Add folder then click the edit icon next to the default folder name to change it.
Add a template
In addition to existing message templates from your organization, you can create your own. To create a message template, follow these steps:
On the left panel of the templates page, click Your templates, or click an existing template folder to create a template under it.
In the top-right corner, click Add template then click the edit icon next to the default folder name to change it.
Enter the message details.
(Optional) In the top-right corner, click Preview to see how the message would look like.
In the top-right corner, click Save.
Edit a template
To edit the content of one of your message templates, follow these steps:
On the left panel of the template page, scroll down the list of Your templates or Company templates, or enter the template name in the search field to filter the list.
Click the template name.
Enter the message details.
(Optional) In the top-right corner, click Preview to see how the updated message would look like.
In the top-right corner, click Save.
Duplicate, move, or delete a message template
To manage one of your message templates, follow these steps:
On the left panel of the template page, scroll down the list of Your templates or Company templates, or enter the template name in the search field to filter the list.
To the right of the template name, click the more icon then choose from the following options:
Duplicate: In the template duplicate window, click Your templates, or click an existing template folder to choose where to duplicate the template.
Move: In the template move window, click Your templates, or click an existing template folder to choose where to move the template.
Delete: In the delete confirmation dialog, click Delete template to permanently remove it.
How to manage automations in Engage
In the engage automations page, you can find all the automations that can be applied.
Add an automation
To create an automation, follow these steps:
In the top-right corner, click Create automation.
At the top of the page, click the edit icon to change the automation name.
To the right of the automation name, set the status to Enabled.
Click the Setup tab.
Enter a description of what the automation does.
Under When, click Add trigger to configure the trigger that will start the automation.
(Optional) Under If, click Add filter to create one of the following condition filters for running the automation:
Single condition: Goes through if the single condition is met
Condition group: Goes through if all conditions are met
(Optional) Under If, continue adding more filter as needed for the automation, then choose AND or OR based on how you want filters to be checked:
AND: Goes through if all filters are met
OR: Goes through if either filter is met
Under Then, click Add action to configure what happens when the filters and conditions are met:
Duplicate: Click to create a copy of the automation.
Delete: Click to permanently remove the automation.
How to manage rulesets in Engage
In the engage rulesets page, you can find all the rulesets that can be applied to workflow sequences.
Add an automation
To create an automation, follow these steps:
In the top-right corner, click Create ruleset.
At the top of the page, click the default Untitled ruleset name to change it.
Under Description, briefly describe the ruleset.
Under Sequence properties, select between exclusive and not exclusive based on your preference. Sequences with an exclusive ruleset prevents people that were added to it from being added to other sequences at the same time.
Under Outbound emails, configure the following options to apply to all email steps in a sequence with this ruleset. Note: This functionality requires integration of a third-party email service.
Choose between Display an opt-out footer and Don't display an opt-out footer based on your email footer preference.
If you chose to Display an opt-out footer, choose between Dynamic opt-out footer and Select opt-out footer based on your email footer preference of dynamically adapting the language used in the email or using a pre-selected language.
Under Response handling, select based on your preferred sequence behaviors when the sequence recipient responds to the sequence assignee's email within 14 days: Note: An auto-reply does not count as a response.
Choose between pause the sequence, remove them from the sequence, or move to an email-free sequence.
Choose between create a response action item or don't create a response action item.
Under Response handling, select based on your preferred sequence behaviors when a non-recurring meeting between the sequence recipient and the sequence assignee is scheduled during or after the sequence. Note: Invitations count whether the sequence recipient accepts or not.
Choose between pause the sequence, remove them from the sequence, or move to an email-free sequence.
Choose between create a meeting booked action item or don't create a meeting booked action item.
Under Response handling, select based on your preferred sequence behaviors when an email bounces, such as from an invalid email address or a full recipient inbox.
Choose between pause the sequence, remove them from the sequence, or move to an email-free sequence.
Choose between create an email bounced action item or don't create an email bounced action item.
In the top-right corner, click Save.
View rulesets
The rulesets page lists all rulesets with their general information.
Ruleset name: View the ruleset name.
Description: View a brief description of the ruleset.
Applied to sequences: View how many sequences this ruleset applies to.
Created by: View the date when the ruleset was created and the user that created it.
Last updated by: View the date when the ruleset was last modified.
Manage a ruleset
To manage the sequence behavior for a ruleset, follow these steps:
Scroll down the ruleset list or enter the ruleset name in the search field to filter the list.
On the right side of the ruleset, click the more icon and choose from the following ruleset management options:
Edit: Click to configure as you would when adding a ruleset.
Duplicate: Click to create a copy of the ruleset, but without sequences applied.
Set as default: Click to set as the default ruleset for new sequences.
Delete: In the delete confirmation dialog, click Delete ruleset to permanently remove the ruleset. Note: You can't delete a ruleset that is set as the default.
next to the default folder name to change it.
then choose from the following options: