Complete Guide to Cadences – Horilla CRM

Overview

Cadences define automated, multi-stage outreach workflows for CRM records. A cadence triggers a sequence of tasks, calls, and emails based on configured conditions.

Each stage progresses automatically when the previous stage’s activity reaches a defined status. Cadences support branching, allowing different follow-up actions based on different outcomes.

Cadences can be applied to:

• Lead
• Contact
• Account
• Opportunity

Navigation

Settings → Automation Settings → Cadences

Cadence List

Displays all created cadences with:

• Name
• Module
• Description
• Is Active status
• Edit/Delete actions

Create Cadence

Click New to open the creation form.

Fields

1. Name : Name of the cadence.
2. Module : The module this cadence applies to (Lead, Contact, Account, Opportunity).
3. Description : Optional description.
4. Conditions : which records are enrolled in the cadence
5. Is Active: Enables or disables the cadence.

Cadence Detail View

Click the cadence name to open its detail view.

Displays follow-ups in a kanban-style layout with stages:

• Follow up 1,2 etc

Available Actions

• Add Follow-up
• Edit Cadence
• View Reports

Follow-Ups

Follow-ups are actions executed within a cadence.

Each follow-up belongs to a stage and can be:

• Task
• Call
• Email

Click + in the detail view to add a follow-up.

Common Fields

1. Follow up Type : Task, Call, or Email.
2. Do This : When to execute (Immediately, Minute, Hour, Day, Month).
3. Do This Value : Delay value (not required if Immediately).
4. After Previous Status Is : Required from Follow up 2 onwards.

Note: Requires configured mail server to add email followup.

Follow-Up Stages

Follow up 1 (Initial Stage)

• Only one follow-up allowed
• Triggered when record matches conditions
• No previous status required

Follow up 2+ (Subsequent Stages)

• Triggered based on previous stage status
• Requires “After Previous Status Is”

Branching Workflows

From Follow up 2 onwards, cadences support branching.

Multiple follow-ups can be created from one parent based on different statuses.

Example

Follow up 1 → Task

• Completed → Follow up 2 (Email)
• Overdue → Follow up 2 (Call)

Only the matching branch is executed.

Adding Follow-Ups

• + (right side) → Add next stage
• + (below) → Add same stage (FU3+)

Note:
A follow-up cannot be deleted if it has child branches.

Cadence Execution

Record Enrollment

When a record is created or updated:

• Active cadences are evaluated
• Matching records trigger Follow up 1

Stage Progression

When an activity status changes:

• Next-stage follow-ups are triggered
• Only matching branch is executed

Backfill

• On activation → Follow up 1 is applied to existing records
• On update → Pending activities are synced

Cadence Reports

Accessible from the detail view.

Task Report

Call Report

Email Report

Cadence Tab on Record

Available in CRM record detail view.

Editing and Deleting

1. Edit Cadence : From list or detail view.
2. Edit Follow-Up : From follow-up card menu
3. Delete Follow-Up : Blocked if child branches exist.
4. Delete Cadence : Removes all follow-ups and conditions.

Activate / Deactivate

Active

• Cadence runs automatically

Inactive

• Execution stops

Reactivation

• Re-applies Follow up 1 to matching records

Expected Behavior

• Users can create cadences for any supported module
• Conditions determine record enrollment
• Follow up 1 triggers automatically
• Follow up 2+ depend on previous status
• Branching allows multiple outcome paths
• Tasks and calls create activities
• Emails send using templates
• Activation backfills existing records
• Updates sync pending activities
• Reports show execution metrics
• Record view displays cadence progress
• Follow-ups with children cannot be deleted
• Execution is fully automated via system triggers