Zoho CRM - Criteria-Based Cadence Follow-Ups and New Email Signals

Zoho CRM is rolling out two enhancements to Cadences in phases: criteria-based follow-ups for calls and tasks, and new email response signals for leads who do not engage.

• When the previous step is a call or a task, the next follow-up can now be triggered by specific criteria, on its own or combined with response status.
• Call-based criteria can use properties such as Call Result, Call Duration, Call Purpose, and custom fields.
• Task-based criteria can use properties such as Priority, Due Date, Closed Time, and custom fields.
• New email response signals let you act on silence as well as engagement: Not Opened, Not Replied, Not Clicked, and Opened and Not Replied.
• Criteria apply from the second follow-up onward; the first follow-up runs on its scheduled timing without criteria.
• Negative response triggers cannot be used with immediate actions, and selecting a response automatically disables its opposite for that step.