Configuring Customer Engagement Sequences

concept australia Updated Sep 10, 2026 2 min read configuring-customer-engagement-sequences.md

Plan and configure your implementation of Customer Engagement Sequences.

Configuration overview

Create multi-trigger, multi-step sequences using the Customer Engagement Sequences application so that sales representatives can engage with prospective leads or customers on outreach-related activities in an organized format. Build telesales workflows and email-based sequences using schedule call activity, email activity, and decision nodes. Integrate with platforms such as Amazon Connect to enable outbound calling from the sequence task.Install the User Mailbox Integration plugin to enable sending emails from agent's mailbox.

Install Customer Engagement Sequences

You can install the Customer Engagement Sequences application (com.sn_crm_sequence) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they aren't already installed.
Grant delegated developer permissions for managing sequences

Assign delegated developer roles to designated Customer Engagement Sequences users so they can create and manage sequences without needing a system admin role.
View feature availability and compatibility information

Which features are supported in Customer Engagement Sequences is determined by combinations of the ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version. Review the feature availability and compatibility information to make informed decisions during upgrades or deployments and take advantage of optimal functionality.
Install the User Mailbox Integration plugin

Install the User Mailbox Integration plugin (com.glide.email.user_mailbox.integration) on your ServiceNow instance for using email-based sequences such as the Lead nurturing email sequence.

What to do next

Create a customer engagement sequence

Drive personalized outreach by creating customer engagement sequences that automate timely, relevant interactions, ideal for nurturing leads, onboarding clients, or reengaging inactive customers.

Related topics

Using Customer Engagement Sequences

Components installed with Customer Engagement Sequences

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---
title: Configuring Customer Engagement Sequences
description: Plan and configure your implementation of Customer Engagement Sequences.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/configuring-customer-engagement-sequences.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Sales automation apps, Configure, Sales Customer Relationship Management]
---

# Configuring Customer Engagement Sequences

Plan and configure your implementation of Customer Engagement Sequences.

## Configuration overview

Create multi-trigger, multi-step sequences using the Customer Engagement Sequences application so that sales representatives can engage with prospective leads or customers on outreach-related activities in an organized format. Build telesales workflows and email-based sequences using schedule call activity, email activity, and decision nodes. Integrate with platforms such as Amazon Connect to enable outbound calling from the sequence task.Install the User Mailbox Integration plugin to enable sending emails from agent's mailbox.

1.  [Install Customer Engagement Sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/install-customer-engagement-sequences.md)

    You can install the Customer Engagement Sequences application \(com.sn\_crm\_sequence\) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they aren't already installed.

2.  [Grant delegated developer permissions for managing sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/grant-delegated-developer-permissions.md)

    Assign delegated developer roles to designated Customer Engagement Sequences users so they can create and manage sequences without needing a system admin role.

3.  [View feature availability and compatibility information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/compatibility-matrix-upgrade-info.md)

    Which features are supported in Customer Engagement Sequences is determined by combinations of the ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version. Review the feature availability and compatibility information to make informed decisions during upgrades or deployments and take advantage of optimal functionality.

4.  [Install the User Mailbox Integration plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/personal-corporate-mailbox.md)

    Install the User Mailbox Integration plugin \(com.glide.email.user\_mailbox.integration\) on your ServiceNow instance for using email-based sequences such as the Lead nurturing email sequence.


## What to do next

[Create a customer engagement sequence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-customer-engagement-sequence.md)

Drive personalized outreach by creating customer engagement sequences that automate timely, relevant interactions, ideal for nurturing leads, onboarding clients, or reengaging inactive customers.

**Related topics**  


[Using Customer Engagement Sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/using-customer-engagement-sequences.md)

[Components installed with Customer Engagement Sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/components-installed-customer-engagement-sequences.md)