Who is this for?
Sales users running playbooks with a manual Outreach action (Autopilot off).If your playbook uses Autopilot, see What is Autopilot? instead.
What happens when you add a contact to a sequence
When a playbook has an Outreach sequence as its action, you can add a match to that sequence from the playbook, one contact at a time (Outreach icon) or in bulk - by selecting the records on the left-hand side checkboxes.
What happens next:
If Outreach accepts the contact, Sales Copilot marks the match as Done for you and it leaves your inbox.
If Outreach rejects the contact, Sales Copilot does NOT mark it as Done. The match stays in your playbook so you do not lose track of it and can later come back to it.
Manual actions are not retried automatically. A contact that failed stays in your inbox until you fix the cause and add it again, or handle it another way.
How to tell an add to sequence failed
Detailed error messages have to be retrieved from your Outreach account notifications.
One contact: you see a message like "<Name> cannot be added to sequence", followed by the reason Outreach gave. The contact stays in your playbook.
Bulk: you see a summary such as "Added 18 out of 20 prospects to the sequence". The contacts that failed stay in the playbook, with the error shown next to them.
Common causes and what to do
Prospect active in another exclusive sequence
Outreach did not add the contact because they are already in an exclusive sequence.
Check the prospect's sequence status in Outreach. Either remove them from the other sequence, or confirm the target sequence allows multiple enrollments, then add the contact again.
Outreach connection expired or not connected
When you click Add to sequence and your Outreach connection is missing or expired, Sales Copilot opens the Outreach reconnect flow. Reconnect, then add the contact again.
Sequence not available to you
The sequence may be private, disabled, or not shared with your Outreach user. Ask your Outreach admin for access, or pick a sequence you can use.
Outreach is temporarily unavailable or rate limited
Wait a few minutes and add the contact again.
After you fix the problem
Choose whichever is easier:
[recommended] Add the contact again from Sales Copilot. When Outreach accepts it, Copilot marks the match Done automatically.
Add the contact directly in Outreach. Sales Copilot cannot see this, so go back to your playbook and click the checkmark ("Mark as Done" tooltip) on that contact so your inbox and reporting stay accurate.
Then open your playbook and check that the contacts you handled are no longer in your inbox.
Need more help?
Contact your CSM or email customersupport@hginsights.com. Include the playbook name, the contact's name or Salesforce ID, the time you tried, and the error message you saw.