> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lumisreach.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Sequences

> Build automated call sequences that trigger based on events in your business.

Sequences are automated workflows that make calls based on triggers. Set them up once, and they run forever.

***

## How Sequences Work

```
Trigger → Wait → Call → Action
```

1. **Trigger**: Something happens (form submitted, appointment booked, etc.)
2. **Wait**: Optional delay (immediately, 5 minutes, 24 hours)
3. **Call**: AI makes the call with your script
4. **Action**: What happens next (book appointment, send notification, update CRM)

***

## Built-In Sequences

These are ready to use. Just turn them on:

<CardGroup cols={2}>
  <Card title="Speed to Lead" icon="bolt">
    **Trigger:** Form submission or new lead

    **Action:** AI calls within 30 seconds to qualify and book

    [Learn more →](/solutions/core-solutions/speed-to-lead)
  </Card>

  <Card title="Appointment Reminders" icon="bell">
    **Trigger:** Upcoming appointment

    **Action:** AI calls 24 hours and 1 hour before to confirm

    [Learn more →](/solutions/core-solutions/reduce-no-shows)
  </Card>

  <Card title="No-Show Follow-Up" icon="phone-missed">
    **Trigger:** Missed appointment

    **Action:** AI calls to reschedule within 1 hour

    [Learn more →](/solutions/core-solutions/reduce-no-shows)
  </Card>

  <Card title="Review Request" icon="star">
    **Trigger:** Completed appointment

    **Action:** AI calls 2 hours later to request review

    [Learn more →](/solutions/core-solutions/get-more-reviews)
  </Card>
</CardGroup>

***

## Creating Custom Sequences

### Step 1: Choose Your Trigger

| Trigger Type          | When It Fires                                     |
| --------------------- | ------------------------------------------------- |
| Form Submission       | When someone fills out a form on your website     |
| New Lead (CRM)        | When a lead is created in HubSpot, etc.           |
| Appointment Booked    | When any appointment is scheduled                 |
| Appointment Completed | When an appointment is marked complete            |
| Appointment Missed    | When someone no-shows                             |
| Manual                | When you trigger it from the dashboard            |
| Webhook               | When you send a POST request to your sequence URL |

### Step 2: Set the Timing

* **Immediately**: Call within 30 seconds
* **Delay**: Wait X minutes/hours/days before calling
* **Window**: Only call during business hours (queue for next morning if after-hours)

### Step 3: Define the Conversation

Tell the AI what to accomplish:

```
Goal: Confirm the appointment and answer any questions.

Start with: "Hi, this is [Your Business]. I'm calling to confirm your
appointment on [date] at [time]."

If they want to reschedule: Offer alternative times from the calendar.
If they want to cancel: Mark as cancelled and ask if they want to rebook later.
If they have questions: Answer from the knowledge base.
```

### Step 4: Set the Outcome Actions

What happens after the call:

* Update the calendar (reschedule, cancel, confirm)
* Send a notification (email, SMS, Slack)
* Update the CRM
* Trigger another sequence

***

## Example: Lead Qualification Sequence

**Scenario:** A roofing company wants to qualify leads before sending an estimator.

```yaml theme={null}
Trigger: Form submission on "Free Estimate" page
Timing: Within 30 seconds

Conversation goal: Qualify the lead and book an estimate if qualified.

Questions to ask:
- What type of roof do you have? (shingle, tile, metal)
- How old is the roof?
- Are you the homeowner?
- What's your timeline for getting this done?

Qualification criteria:
- Must be homeowner
- Roof must be 10+ years old OR have visible damage
- Timeline within 3 months

If qualified: Book an estimate appointment
If not qualified: Thank them and add to nurture list
```

***

## Sequence Settings

### Call Attempts

* **Max attempts**: How many times to try if no answer (1-5)
* **Retry delay**: How long to wait between attempts (5 min - 24 hours)

### Caller ID

* Use your main business number
* Use a specific number for this sequence
* Rotate between numbers

### Voicemail

* Leave a voicemail if no answer
* No voicemail, just retry
* Custom voicemail message

### Hours

* 24/7
* Business hours only
* Custom schedule

***

## Tips for Effective Sequences

<AccordionGroup>
  <Accordion title="Keep it simple">
    Start with one goal per sequence. "Confirm appointment" or "Qualify lead," not both.
  </Accordion>

  <Accordion title="Time it right">
    Speed-to-lead calls should be immediate. Reminder calls should be 24 hours before. Review requests work best 1-2 hours after service.
  </Accordion>

  <Accordion title="Test before launching">
    Use test mode to receive the calls yourself. Make sure the conversation flows naturally.
  </Accordion>

  <Accordion title="Monitor and iterate">
    Check completion rates. If calls are going unanswered, try different times. If conversations are ending early, adjust the script.
  </Accordion>
</AccordionGroup>

***

## Limits

| Plan      | Active Sequences                                       | Minutes/Month |
| --------- | ------------------------------------------------------ | ------------- |
| Intake    | Not available (outbound automations start on Outreach) | —             |
| Outreach  | 10                                                     | 500           |
| Concierge | 25                                                     | 2,000         |
| Lead Gen  | Custom                                                 | Custom        |

***

<Card title="Need Help?" icon="headset" href="https://lumisreach.com/contact">
  Our team can help you design sequences for your specific use case.
</Card>