My follow-up emails aren't sending: Test mode, Go-live, and the approval queue

If your follow-up sequences look active but no emails are actually going out, the most likely reason is that your organization is still in Test mode. KM Hub never sends automated email until you flip your account live - until then, every message the AI drafts waits safely in the Work Board instead of reaching a client.

Why nothing is sending

Every organization starts in Test mode. In Test mode the AI still does its job: sequences enroll leads, drafts get written on schedule, and you can review and approve everything on the Work Board. The one thing that never happens is the actual send. Even drafts you have approved simply wait in the queue until you go live. This is deliberate - it lets you build cadences and get comfortable with the approval flow with zero risk of a client receiving something you didn't expect.

Check your sending status

1. Click Settings (the gear at the bottom of the left sidebar) and open Your Account.
2. In the Account & Domain tab strip, open the General tab.
3. Find the Email Sending card. Its status pill tells you at a glance whether the organization is Live or in Test mode.

Go live

1. On the Email Sending card, flip the go-live toggle.
2. An inline confirm strip appears asking "Start sending automated emails?" - click Yes go live to confirm, or Cancel to back out.
3. The status pill switches to Live. From this moment, automated sequence emails and any approved drafts that are due start going out.

Only organization admins can change this setting. If you don't see the toggle, ask an admin on your account to flip it.

Pause sending anytime

The same toggle works as a pause button. Flip it while you are live and confirm with Yes pause sending. New drafts are held in the approval queue and nothing further goes out until you go live again. Pausing doesn't delete anything - your sequences, enrollments, and queued drafts all stay exactly where they are.

Already live? Three more things to check

• The Automatic follow-up master toggle. The Sequences page (Sales > Sequences) has a master switch at the top. While it is Off, enrolled deals wait and no new steps are drafted. Turn it On so the AI drafts each step on schedule for your approval.
• Drafts waiting for your approval. Open the Work Board (Sales > Approval Queue). Anything in the "Waiting on you" lane needs your approval before it can send.
• The sending sweep. Approved emails go out on a periodic sweep once they are due - nothing fires the instant you click Approve. If you approved something a moment ago, give it a little time.

Still stuck? Submit a ticket from this help center and we'll take it from there.