Build your pipeline
Stage types, colours, the one-line meaning agents read, and how chance-to-win drives the forecast.
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Step by step
After this video you can set up the stages a lead moves through, so the whole team reads a lead’s position the same way and the forecast in Reports has something to work from.
- 1
Open Setup → Pipeline
Pipeline stages lists the journey a lead takes, in the order agents see it. Each stage’s colour and name show up on the lead lists, the lead page, reports and the mobile app.
- 2
Start from a template if one fits
Start from a template offers ready-made pipelines by industry. Applying one adds what is missing and keeps what you already have: stages with the same key are updated, new ones are added, and nothing of yours is deleted. Outcomes, fields and scripts are only added when they do not exist yet.
- 3
Add a stage and choose its type
Add stage, name it and pick its Type: Open, Won or Lost. Won and lost count as closed in reports, and the calling queue only picks leads in open stages. Five to seven stages is typical; a long pipeline is one nobody keeps up to date.
- 4
Give it a colour and an icon
The colour is used for the stage chip everywhere: lead lists, the lead page, reports and the mobile app. The icon is a small symbol shown with the name. Pick colours that are easy to tell apart at a glance.
- 5
Write the one-line meaning
What this stage means is one optional line agents see when they move a lead here. Use it to settle what has to be true before a lead belongs in the stage, so two callers never file the same conversation differently.
- 6
Set the chance to win
Chance to win is a rough likelihood that a lead in this stage closes. Reports use it for the pipeline forecast: when your team sends quotes, the forecast weights the open pipeline by each stage’s chance to win.
- 7
Put the stages in order
Move up and Move down set the order agents see. Deleting a stage moves its leads to the first stage, so rename a stage instead when only the wording is wrong.
- 8
Connect the stages to call outcomes
Stages describe where a lead is. Call outcomes, under Setup → Call outcomes, describe what happened on a call and can move the lead to a stage on their own, which is what the next tutorial sets up.
Tips
- A funnel that is fat at Contacted and thin at Interested is a first-call problem, not a pipeline problem.
- Keep at least one Won and one Lost stage: reports count both as closed, and the queue leaves them alone.
Read the full guide
The written guide covers the same screens, with every setting explained, so you can follow along at your own pace.
- Set up your pipeline, call outcomes and fieldsStages describe where a lead is; outcomes describe what happened on a call and what should happen next. Get these right and the app does the paperwork.
- Lead management appEvery enquiry owned, scored and followed up
- Reports & coachingFunnel, sources, best hours and caller scorecards
More from Première partie — la mise en place
- 1Read your dashboard like a manager3:22
- 3Call outcomes that book the next follow-up3:10
- 4Custom fields, call scripts and message templates3:22
- 5Roles and seats explained2:47
- 6Import leads from Excel or CSV2:45
- 7Assign, reassign and reset lead lists2:54
- 8How your agents work a lead2:27
- 9Follow-ups, live board and attendance4:30
- 10Reports and billing4:35
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