Manage enrollments from the inbox and the enrollments board

Overview

Once a contact enters a cadence, the enrollment is what you track and operate day to day. Conversa Labs puts that operation in two places:

• In the inbox, through the Follow-up panel that appears in the conversation, on the contact page, and on the CRM deal — so you can act on that contact's enrollments without leaving the screen.
• On the enrollments board of the Follow-up module — to see everything, filter by status, and operate several enrollments at once.

In both places you can enroll, see the next step, open the timeline, and use the pause, resume, skip step, and cancel actions. The enrollments board also has the AI drafts queue to approve or reject, plus the bulk action bar.

Prerequisites

• The Follow-up module enabled on the account.
• A published, active sequence (required to enroll from the panel).
• To operate an enrollment: the contact must have an active or paused enrollment.
• Bulk pause/resume/cancel is available to agents; bulk delete is admin-only.

Step by step

In the inbox (sidebar panel)

1. Open the conversation (or the contact page, or the CRM deal).
2. Find the Follow-up panel in the sidebar.
3. To start: pick a published sequence in the selector and click Enroll.
4. For each active enrollment, check the status and the next step, and use pause, resume, or cancel.
5. Click open to jump to the full sequence page when you want to see everything.

On the enrollments board

1. Go to Follow-up → Enrollments.
2. Use the status filter (all, active, paused, completed, exited, failed).
3. On each row, open the timeline (history icon) or use pause, resume, skip step, and cancel.
4. Select several rows (or select all) to reveal the bulk action bar.
5. If there are pending AI drafts, they appear at the top to approve or reject.

Settings & options

Panel actions and what each one does

AI draft approval (HITL)

When a step generates an AI draft, it lands in the approval queue on the enrollments board. You can edit the text right there and approve (approve_draft) — the text is sent and the cadence advances — or reject (reject_draft), which skips the drafted step and moves on.

Preview a step (preview)

Use preview (preview) to see how the text looks with variables filled in for a sample contact, without sending anything and without creating an enrollment. It's the safe way to check the result before you publish the step.

Send a test (test_send)

Send test (test_send) delivers a one-off message inside a conversation, using the text and already-rendered variables, so you can see how it actually arrives — without creating an enrollment.

Bulk operations on the board

The bulk action bar appears when you select rows and processes up to 500 enrollments at a time:

Use cases

• Pause on the contact's request: someone asks for a break — pause the enrollment right in the conversation and resume it later.
• Skip a redundant step: the contact already answered what that step would ask — use skip step so you don't send an unnecessary message.
• Test the copy before publishing: preview the step and send a test in a conversation to check the tone and variables.
• Bulk cleanup: filter by paused and bulk-cancel enrollments that no longer make sense.

Tips, limits & best practices

• There is at most one active (or paused) enrollment per contact in each sequence — you can't enroll again while the previous one is active or paused.
• Pause doesn't end the cadence: it's suspended and can be resumed. Cancel ends it.
• Bulk processes up to 500 enrollments per operation; use the filter so you don't catch rows you didn't mean to.
• Bulk delete is permanent and admin-only — prefer cancel when you only want to stop the cadence.
• Use preview and send test before publishing a new step.

Troubleshooting

• The contact still receives messages: the cadence only stops with pause or cancel; check the enrollment status. If the sequence has an exit-on-reply rule, review the funnel and exit rules.
• I can't enroll: there is probably already an active or paused enrollment for that contact in that sequence (limit of one per target). Also confirm the sequence is published.
• I don't see the enroll button: confirm there's at least one published, active sequence.
• An AI draft is stuck: it's waiting for human approval in the board's queue — approve (with or without an edit) or reject so the cadence moves on.
• I can't bulk delete: permanent deletion is admin-only; agents can pause, resume, and cancel.

See also

• Enrollment: manual, by automation, by event and by inactivity
• Cadence funnel and exit rules
• AI with human approval