Overview

Pause/Resume is a whole-sequence capability that lets you pause a user's progress through a sequence. You can pause indefinitely or schedule an automatic resume, and you can choose how paused time is treated by automations.

1. How do I pause a user?

From a sequence's volunteer views (the Kanban or expanded card view, the grid view, or the sequence completion report), change a user's status to Paused. You can also pause multiple users at once using the bulk Change sequence status action.

2. What options appear when I pause someone?

When you set a user to Paused, you can configure:

• Scheduled resume date (optional): a separate date picker and time picker. If you pick a date with no time, the time defaults to 8:00 AM. Left blank, the sequence is paused indefinitely. If set, the sequence resumes automatically at that date and time.
• While paused: how paused time is treated by automations. Freeze the clock (the default) excludes paused time from automation timing. Catch up runs missed automations when the user resumes.
• Notify the user when they are resumed: a toggle, on by default, controlling whether the user is emailed on resume.

3. What happens when I pause a user?

The user and the sequence coordinator and watchers are notified. The user's email states the scheduled resume date when one is set, or notes there is no scheduled resume date when left blank. While paused, automations on the user's step do not fire.

4. How does a user get resumed?

A paused user can be resumed manually by changing their status back to Active, or automatically at the scheduled resume time. You can change a scheduled resume date after the fact using the Edit resume date action available while the user is paused.

5. What does "Freeze the clock" vs "Catch up" mean for automations?

• Freeze the clock (default): paused time is excluded from pending-duration calculations, so a user is not unexpectedly actioned the moment they resume.
• Catch up: automations that would have run during the paused period run when the user resumes.

6. Where can I see that a user is paused?

In the sequence volunteer views, each user's status shows as Active, Paused, Inactive, or Finished. For a paused user, hovering the status indicator shows "Scheduled to resume:" with the date and time when one is set. Row actions let you change the status and, when paused, edit the resume date.