## 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

| Action | Where it appears | What it does |
|--------|------------------|--------------|
| **Enroll** | Sidebar panel | Creates an enrollment for the contact in the chosen sequence (`create`). |
| **Next step** | Sidebar panel / list | Shows the status and position of the cadence's current step. |
| **Timeline / events** | Enrollments board | Opens the executed steps and the event history (`events`). |
| **Pause** | Both | Suspends the cadence without canceling it (`pause`). |
| **Resume** | Both | Resumes the cadence from where it stopped (`resume`). |
| **Skip step** | Enrollments board | Advances to the next step without sending the current one (`skip`). |
| **Cancel** | Both | Ends the enrollment for good (confirmation required) (`cancel`). |

### 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:

| Bulk operation | Who can | Note |
|----------------|---------|------|
| **Pause many** | Agent | Applies `pause` to all selected. |
| **Resume many** | Agent | Applies `resume` to all selected. |
| **Cancel many** | Agent | Applies `cancel` (asks for confirmation). |
| **Delete many** | Administrator | Permanent, irreversible removal (asks for confirmation). |

## 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](/hc/ajuda/articles/follow-ups-inscricao-en)
- [Cadence funnel and exit rules](/hc/ajuda/articles/follow-ups-funil-e-saida-en)
- [AI with human approval](/hc/ajuda/articles/follow-ups-ia-com-aprovacao-humana-en)