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Documentation Index

Fetch the complete documentation index at: https://help.reevo.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

When a contact is enrolled in a sequence and reaches a step requiring information they don’t have - an email address for an email step, a phone number for a call step, or a LinkedIn profile URL for a LinkedIn step - Reevo follows the fallback rule you’ve configured for that channel. You have three options per channel:
OptionWhat happens
Pause contact (default)The contact stops at that step. Their status badge shows the step and missing field. You can add the missing info and resume them at any time.
Skip stepThe step is skipped and the contact automatically advances to the next step.
Exit sequenceThe contact is removed from the sequence.
Fallback rules are configured at the sequence level in the Settings tab - not per individual step. The same rule applies to all steps of that channel type within the sequence.
New sequences default to Pause contact for all three channels. This is the recommended setting - it keeps contacts active in the sequence while you add missing information.

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Configuring fallback rules

Fallback rules live in your sequence’s Settings tab under the Email outcomes, Call outcomes, and LinkedIn outcomes sections.
  1. Open a sequence and click the Settings tab
  2. Expand the relevant section - Email outcomes, Call outcomes, or LinkedIn outcomes
  3. Under “Contacts with missing [field]”, select your preferred action
  4. Click Save
Sequence Settings tab showing the Email outcomes, Call outcomes, and LinkedIn outcomes collapsible sections
If you navigate away from the Settings tab with unsaved changes, Reevo will prompt you to save or discard before leaving.
Each section controls a different required field:
SectionRequired field
Email outcomesEmail address
Call outcomesPhone number
LinkedIn outcomesLinkedIn profile URL

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The three fallback options

The contact’s enrollment is paused at the current step. Their status badge in the Contacts tab shows the step and reason - for example, Step 2: Missing email (displayed in yellow). The contact remains in the sequence until you:
  1. Add the missing field to their contact record in Reevo
  2. Resume their enrollment from the Contacts tab
Once resumed, the contact continues from exactly where they left off. Use Pause when you plan to fill in the missing data and want to keep contacts in the sequence rather than losing them.

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Skip step

The step is marked as skipped and the contact automatically advances to the next step. No action is needed from you. Use Skip when the missing channel is optional for your outreach - for example, if you have LinkedIn steps in a primarily email-focused sequence and don’t want to pause contacts who aren’t on LinkedIn.

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Exit sequence

The contact is removed from the sequence with an exit reason of Missing [field]. This is counted as a negative exit and appears in red in the Contacts tab, alongside bounce and unsubscribe exits. Use Exit when a contact without the required field is not a viable target for this sequence.

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Finding and resolving paused contacts

When contacts are paused due to a missing field, a Need attention button appears in the Contacts tab with a live count badge.
  1. Open your sequence and click the Contacts tab
  2. Click Need attention to filter to paused contacts only
  3. Review each contact’s status badge - it shows the specific step and missing field (for example, Step 3: Missing phone number)
  4. Add the missing information to the contact’s record in Reevo
  5. Select the contact(s) and click Resume
You can bulk-select and resume multiple contacts at once after updating their records.

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Contact status badges

BadgeColorMeaning
Enrolled / ActiveDefaultContact is actively progressing through the sequence
Paused - Step N: Missing [field]YellowContact is paused at a step due to a missing required field
Exited: Missing [field]RedContact exited because the Exit fallback rule fired
Exited: BouncedRedContact exited due to an email bounce
Exited: UnsubscribedRedContact unsubscribed from the sequence
CompletedDefaultContact finished all sequence steps

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Troubleshooting / FAQs

No. Contacts can be enrolled regardless of whether they have all required fields. The fallback rule only fires when the contact actually reaches a step that needs the missing field. If your sequence starts with call or LinkedIn steps, the contact progresses normally through those steps first.
No. Fallback rules are configured at the sequence level, not per step. The rule under Email outcomes applies to all email steps in that sequence.
Changing the rule only affects contacts that hit the missing-field condition going forward. Contacts already paused remain paused and need to be resumed manually after you add their missing information.
Yes. If a contact skips every step due to missing fields and no further steps remain, they reach the end of the sequence and their enrollment is marked as completed.
No. A missing-field exit does not affect deliverability. It is recorded as a negative exit reason (shown in red) alongside bounces and unsubscribes, but it has no impact on mailbox health.
Yes. Once you add the missing information to their contact record, you can re-enroll them from the Contacts tab using the Re-enroll option.
Previously, contacts missing required fields (email, phone, or LinkedIn URL) were blocked from enrollment entirely. They appeared in the enrollment run failure list and could not enter the sequence. Now they can enroll, and the fallback rule controls what happens when they reach a step that requires the missing field.