What happens when a shopper never replies?
The run works through its outreach sequence, then ends. Here is what the recommended sequence sends and what happens afterward.
Last reviewed November 7, 2026
The sequence runs out
The run works through its outreach sequence and then ends, so the shopper hears nothing more from that campaign. The recommended sequence has three calls, two texts and two emails, and ends about six days after the run starts. Each delay counts from the step before, and a step outside allowed hours waits, which pushes later steps back.
An unanswered call is tried again only when you set Retries when nobody answers on the Outreach channels step (0 by default); each retry waits Minutes between retries. Otherwise the next call is the sequence's next call step. If the call reaches an answering machine, the agent leaves a voicemail, unless you switched Leave a voicemail off, in which case the machine counts as nobody answering. Follow-up sequences start only after a reply, so silence never triggers them.
After the last step
The run shows Completed with the outcome Sequence ended, or Never reached if no step ever went out. The lead returns to Idle. By default the same campaign will not take them again until 30 days after this run started, though a new abandoned checkout can start a different campaign.