## Overview

Inside the flow builder you can **act on the contact's cadence** without leaving the flow: enroll,
**pause**, **resume**, **skip step** and **cancel**.

These actions used to require you to **manually pick** which follow-up sequence should be affected —
something the operator almost never knows while building the flow (whoever replies on WhatsApp could
be in any cadence). The sequence field is now **optional**: leave it **blank** and the action works on
**the enrollment behind that conversation** — the one that triggered the flow.

Along with that, a bigger and silent problem was fixed: the lookup **only looked at the conversation**.
An enrollment created from a **CRM deal**, a **charge**, an **import** or the **contact page** is born
with no conversation attached — so it was invisible to the action, which simply **did nothing and said
nothing**. Today, when there is no enrollment on the conversation, the action looks for the enrollment
of the **triggering contact**.

## Prerequisites

- The **Follow-up** module enabled on the account.
- A **flow** where you will add the action (and that you will **publish** at the end).
- For **pause**, **skip step** and **cancel**: the contact must have an **in-flight** enrollment
  (active or paused).
- For **resume**: the enrollment must be **paused**.
- For **enroll**: you need at least one **published sequence** — this is the only action where the
  sequence is still **required**.

## Step by step

1. Open **Automation & Flows → Flows** and edit (or create) the flow.
2. Add the follow-up action you need:
   - **Enroll in follow-up** and **Cancel follow-up** have their **own block** in the *Follow-up* group.
   - **Pause follow-up**, **Resume follow-up** and **Skip follow-up step** appear in the **action list**
     of the generic action block.
3. In the **sequence** field, **leave it blank** (recommended): the action will act on the enrollment
   behind that conversation.
4. Pick a sequence **only** when you want to **narrow** the action down to one specific cadence.
5. **Publish** the flow and check the run to confirm the action was applied.

## Settings & options

### The five actions and the sequence field

| Action | Sequence | What it does |
|--------|----------|--------------|
| **Enroll in follow-up** | **Required** | Puts the contact in the chosen cadence. If they are already in it, nothing is duplicated. |
| **Pause follow-up** | Optional | Suspends the in-flight cadence without ending it. |
| **Resume follow-up** | Optional | Resumes a **paused** cadence from where it stopped. |
| **Skip follow-up step** | Optional | Moves to the next step without sending the current one. |
| **Cancel follow-up** | Optional | Ends the enrollment for good. |

### How the action finds the enrollment (lookup order)

With the sequence field blank, the action searches in this order and **stops at the first match**:

| Order | Where it looks | Note |
|-------|----------------|------|
| 1st | The flow's **conversation enrollment** | The most recent in-flight one on that conversation. The normal case. |
| 2nd | The **triggering contact's** enrollment | That person's most recent in-flight one — this covers enrollments started from a deal, a charge, an import or the contact page. |
| 3rd | **Nothing** | With no conversation and no contact, the action **does nothing** and the flow moves on. |

Picking a sequence **does not change the order** — it only **filters** the lookup. If the in-flight
enrollment belongs to another sequence, it will no longer be found.

### When to leave it blank and when to pick one

- **Leave it blank (almost always)**: you want to act on "the cadence this person is receiving right
  now", without knowing which one it is. This is what operators expect.
- **Pick a sequence**: when the flow must touch **only** one specific cadence and ignore the rest —
  for example, pause only the billing cadence and let the welcome one keep running.

### Account with no sequences yet

If the account has no sequence created, the picker shows up **empty** — and that does **not** block
you: **pause**, **resume**, **skip step** and **cancel** are still valid when blank (they just will
not find anything until enrollments exist). **Enroll**, on the other hand, needs a **published**
sequence; create and publish one under **Follow-up → Sequences**.

### Same rule in automations and macros

These same five actions exist in **automation rules** and **macros**, with **the same** lookup order.
What you learn here applies in all three places.

## Use cases

- **The customer replied mid-cadence**: the service flow **pauses** the cadence so the contact does not
  keep receiving automated messages while talking to a human.
- **Payment confirmed**: the flow **cancels** that contact's billing cadence — even when the enrollment
  was created from the **charge** rather than from a conversation.
- **Conversation closed unresolved**: the flow **resumes** the cadence that was paused.
- **Redundant step**: the contact already gave the information the next step would ask for, so the flow
  uses **skip step**.
- **Enrollment from the CRM**: someone was enrolled from a **deal**; when that person replies, the flow
  can still pause the cadence even without a conversation link.

## Tips, limits & best practices

- **Honest limit — more than one active enrollment**: if the contact is in **several** cadences at the
  same time, the action applies to the **conversation's** enrollment; failing that, to the **triggering
  contact's most recent** one. It **never** sweeps the whole account and never acts on several
  enrollments at once. Need a specific cadence? **Pick the sequence** in the field.
- **Finding nothing is not an error**: with no enrollment, the action **does nothing** and the flow
  **continues**. The reason is recorded in the run — check there before blaming the flow.
- **Resume only works on paused**: an active enrollment is not "resumed", and a canceled or completed
  one does not come back.
- **Pause does not end it**: to end it for good, use **cancel**.
- **No contact, no action**: a flow running with no conversation and no contact has nobody to act on.
  That is deliberate — the alternative would be touching someone else's cadence.
- **Test with a real contact** before publishing for everyone: run the flow and check the enrollment
  state in the enrollments panel.

## Troubleshooting

- **The action does nothing and nothing shows up**: there is probably no **in-flight** enrollment for
  that contact. Check in the enrollments panel whether the state is **active** or **paused** —
  completed, canceled or "exited" are not reachable.
- **It worked before I picked the sequence**: picking a sequence **narrows** the lookup. If the
  in-flight enrollment belongs to another cadence, it is no longer found. Set the field back to
  **blank**.
- **The sequence picker is empty**: the account has no sequence yet. For pause, resume, skip and
  cancel, leave it blank; for **enroll**, create and **publish** a sequence first.
- **Resume does not resume**: it only works on a **paused** enrollment. Check the current state.
- **It paused the wrong cadence**: the contact had more than one active enrollment and the action took
  the conversation's one (or the contact's most recent). Set the sequence explicitly in the field.
- **No follow-up action shows in the editor**: the **Follow-up** module is disabled on this account —
  ask an administrator to enable it.
- **The sequence I picked disappeared**: it was deleted or **unpublished**. Pick another one or leave
  the field blank.

## See also

- [Managing enrollments in the inbox and in the enrollments panel](/hc/ajuda/articles/follow-ups-gerenciar-inscricoes-no-atendimento-en)
- [Enrollment: manual, by automation, by event and by inactivity](/hc/ajuda/articles/follow-ups-inscricao-en)
- [Integrations: follow-up automations, events and webhooks](/hc/ajuda/articles/follow-ups-integracoes-automacao-eventos-webhooks-en)
- [Cadence funnel and exit rules](/hc/ajuda/articles/follow-ups-funil-e-saida-en)