Customize Upcoming Emails

Customize email actions in a sequence so each participant gets messaging that fits the conversation, not only the default template text. Save drafts from the record or the Participant tab before actions are due on Engage, then let automatic steps send on schedule or finish manual steps from Engage when you are ready.

When this helps

Sequences give you consistent structure and approved starting copy. In practice, you often want small tweaks: a different opening line, a reference to the last call, or a fully rewritten message for one touchpoint. Guided Selling supports that without abandoning the sequence entirely.

You can modify one email, several, or every email action in advance. You do not need to wait until each step is due on Engage to open the editor and save what you want to send.

Where to customize

From the Participant tab

1. Open the Lead or Contact record.
2. Open the Participant tab.
3. Find the Participant you are looking for, then click the Progress bar to open the Participant Overview.

From the Lead or Contact

1. Open the Lead or Contact record.
2. Scroll to the Participant Overview.

4. Click the email action you want to work on to expand the editor.

Customize the message

1. Adjust the subject if needed.
2. Change the body:
   • Tweak the template (tone, specifics, one-off wording).
   • Or replace the body entirely if you prefer a fresh message.
3. Update merge fields, formatting, or snippets as needed.
4. Review the message, then click Save to store your draft.

Repeat for as many upcoming email actions as you want. Each action is independent: you might only customize the first outreach, or you might line up every step before anything is due.

When the action becomes due

Behavior depends on how the email action is configured in the sequence:

• Automatic email: When the action becomes due, the system sends the saved content without an extra send step from you (subject to your org’s email limits and guardrails).
• Manual email: When the action becomes due, it surfaces on Engage so you can confirm and send (or adjust again) before it goes out.

In both cases, the work of drafting ahead of time reduces last-minute edits and keeps the sequence as the source of structure while you control the wording per participant.

Merge fields

While you customize an email from Engage or the Participant Overview Module, merge fields show their resolved content for that Lead or Contact. Raw merge-field tokens only appear in the sequence builder.