--- sourceDocument: Brazil Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Customize the email sequence # Customize the Lead nurturing email sequence {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Adapt the Lead nurturing email sequence available with the Customer Engagement Sequences app to match your organization's email and call outreach cadence. ## Before you begin The User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) must be active on your instance so the sequence can detect email replies. You should be familiar with using Workflow Studio and Playbook Experience. Role required: sn_crm_sequence.admin, sn_crm_sequence.writer ## About this task The Lead nurturing email sequence runs against the Lead \[sn_lead_mgmt_core_lead\] table when a lead is created with an email address, and assigns the resulting sequence task to the lead's owner. The following table lists the stages included in the Lead nurturing email sequence.{#customize-lead-nurturing-email-sequence__table_customize_lead_nurturing_email_sequence_stages__entry__2} | Stage | Description | |-|-| | Setup | Prepares the sequence context for the lead. | | Email Attempt 1 | Sends an initial outreach email, then waits for a reply before moving to the next stage. | | Email Attempt 2 | Sends a follow-up email if the lead didn't reply to the first attempt, then waits for a reply. | | Call Attempt 1 | Creates a call task for an outbound call if the lead hasn't replied to either email, then waits for the call to be resolved. | | Call Attempt 2 | Creates a call task for a second outbound call if the first call attempt wasn't resolved, then waits for resolution. | | Tear Down | Closes the sequence run. If the lead replied to an email or a call was resolved, the sequence marks the lead as contacted. If none of the outreach attempts were resolved, the sequence adds an outcome update to the sequence task's work notes. | [Table 1. Lead nurturing email sequence stages] {#customize-lead-nurturing-email-sequence__table_customize_lead_nurturing_email_sequence_stages} Note: Do not remove the Setup or Tear Down stages, or change the Start Sequence or End Sequence activities in those stages. ## Procedure 1. Navigate to WorkspacesCRM Workspace. 2. Select the List icon . 3. Navigate to SequencesAll Sequences. 4. Duplicate the Lead nurturing email sequence. 1. Select the Lead nurturing email sequence record. 2. Select Open steps. You're redirected to Workflow Studio, where the sequence diagram opens for editing. 3. Create a copy of the sample sequence by selecting Duplicate from the More actions menu . 4. On the Duplicate playbook, enter a name for your sequence in the Playbook name field. 5. Select Duplicate. The duplicated sequence diagram opens for editing and it's in the Inactive state. {#customize-lead-nurturing-email-sequence__substeps_sk2_gcj_hkc} 5. Configure the sequence. At this stage, you can add, modify, or remove stages, decision nodes, and activities. For more information, see [Create a customer engagement sequence](https://www.servicenow.com/docs/nAfFiuJv2jne5NATTErwZA "Drive personalized outreach by creating customer engagement sequences that automate timely, relevant interactions that are ideal for nurturing leads, onboarding clients, or re-engaging inactive customers."). 6. Customize the email activity. 1. In the Email Attempt 1 or Email Attempt 2 stage, select the email activity such as Send Email Attempt 1 to open the activity properties. 2. On the activity properties panel, select the Automation tab. 3. Modify the subject and the body text of the email. 4. Select Save and close. {#customize-lead-nurturing-email-sequence__substeps_f4t_sdj_hkc} 7. **Optional:** Customize the wait time between the email and call attempts to change how long the sequence waits before moving to the next attempt. By default, there's a gap of two days between the email and call attempts. 1. In the Email Attempt or Call Attempt stages, select the wait activity that follows an email or call attempt to open the activity properties. 2. Select Show additional options to view all available configuration options. 3. Navigate to DetailsScheduleStart with delay. 4. Set the number of days the sequence should wait between the current and the next attempt in the Wait for field. 5. Select Save and close. {#customize-lead-nurturing-email-sequence__substeps_ojs_xm4_hkc} 8. Customize what gets updated in the Lead record's Work Notes when the sequence ends. 1. In the Update the Notes on Lead as unresolved stage, select the Update notes on lead as unresolved activity. 2. Navigate to the Inputs section on the Automation tab. 3. Change the text under the Fields field to match your business requirements. {#customize-lead-nurturing-email-sequence__substeps_y4v_4q4_hkc} 9. Verify the sequence by selecting Test. 10. Publish the sequence by selecting Activate. ## Result Your customized version of the Lead nurturing email sequence runs automatically against leads that meet your trigger conditions. **Related tasks** * [Define trigger conditions](https://www.servicenow.com/docs/m3Lq0TJs4TkQF8YFeDZwgg "Define trigger conditions that start a sequence by configuring simple triggers, or combining multiple triggers for initiating workflows from multiple record-based events.") * [Add decision nodes to a sequence](https://www.servicenow.com/docs/3QjMIs1yBQ9JwpMX3mdvrg "Activate the next stage in the playbook based on the outcome of the previous stage by adding decision nodes while creating or updating a sequence.") * [View sequence tasks](https://www.servicenow.com/docs/LBd2p6DonNrNAtq42j_MFA "View sequence tasks assigned to you from the CRM Workspace.") *[\>]: and then