Pipelines

What are Pipelines?

A pipeline is an organization tool that shows you exactly where each customer or lead stands in a process. You create stages, add customers to the pipeline, and drag them forward as they progress.

Common use cases:

• Tracking quotes until they're won or lost

• Converting one-time customers to recurring clients

• Managing upsell or re-engagement campaigns

• Onboarding new customers through a set of steps

Creating a Pipeline

Go to the Pipelines page and click Manage Pipelines → Create a Pipeline.

1. Name your pipeline — give it a clear, descriptive name (e.g. One-Time to Recurring Conversion or Quoted).

2. Set permissions — admins can see all pipelines by default. If a non-admin team member needs access, assign them here.

3. Configure your stages — delete the defaults and add stages that reflect your actual workflow. You can reorder them at any time after creation.

4. Click Create Pipeline — your pipeline is immediately active and ready to use.

Example stage setup for a re-engagement pipeline:

Start → Text 1 → Text 2 → Text 3 → Email → Sold / Not Interested

Tip: You can always come back to edit stage names and order under Manage Pipelines.

Adding Customers as Opportunities

Each customer or lead you add to a pipeline is called an opportunity. This lets a single contact exist in multiple pipelines at once, have its own notes, and move through a pipeline more than once if needed.

To add an opportunity manually:

1. Click Add Opportunity on the pipeline board.

2. Search for and select a customer or lead by name.

3. Choose a starting stage and optionally set a value, source, reminder date, or notes.

4. Once added, drag and drop the card between stages as the customer progresses.

Bulk Adding from Customers & Leads

Adding contacts one by one isn't practical at scale. Instead, use bulk actions from the Customers or Leads pages.

1. Go to Customers or Leads and apply any filters to find the right segment.

2. Select the contacts using the checkboxes.

3. Open Bulk Actions → Add to Pipeline and choose your target pipeline.

All selected contacts will be added as opportunities at the starting stage.

You can also bulk-advance opportunities on the pipeline board itself — select multiple cards and use Change Stage to move them all at once.

Automating Actions per Stage

The most powerful use of pipelines is combining stages with automations. Instead of texting every customer manually, you can set up a workflow that fires automatically when an opportunity is moved into a stage.

To create a stage automation:

1. Click Automations on the pipeline page (or go to Automations and create a new workflow).

2. Set the trigger to Opportunity → Changed Stages, then select the specific stage (e.g. Text 1).

3. Add an action — for example, Send SMS with your message.

4. Name the workflow clearly (e.g. Text 1 – One-Time Conversion), save it, and set it to Active.

A small indicator icon will appear on the stage to confirm an automation is attached. When you move someone into that stage — individually or in bulk — the action fires automatically.

Note: You'll need to create a separate workflow for each stage that should trigger an action. This will be streamlined in a future update.

Tips & Best Practices

• Name stages after actions, not states. Text 1, Email Sent, and Awaiting Response are clearer than vague labels like In Progress.

• Always include terminal stages. Add a Sold and a Not Interested (or equivalent) so opportunities don't stall indefinitely.

• Use reminder dates on high-value opportunities. The reminder date field ensures timely follow-up without relying on memory.

• Log notes on opportunity cards. Quick notes keep your whole team in context when picking up where someone left off.

• Review your pipeline weekly. A brief scan helps you spot stuck opportunities and decide who needs a personal touch vs. who should be marked as not interested.