Pipeline

Pipeline tracks where each conversation stands, for example whether the customer is a Lead, a Purchase or a Repurchase. Each conversation can only have one pipeline status at a time.

Setting up your pipeline

1. Go to Settings

   • Open the Setting menu, then choose Pipeline Management.

2. View and manage your pipeline

   • Here you'll see every pipeline status you've created.

     
3. Add a pipeline status

   • Click Add Status.

   • Enter a status name and choose a color to tell it apart.

   • Click Add to save it.

4. Reorder statuses

   • Click the dotted icon to the left of a status name, then drag and drop it to reorder your pipeline.

5. Edit or delete a status

   • Click the pencil icon to edit.

   • Click the trash icon to delete a status.

Setting a pipeline status on a conversation

1. Go to the Chat page

   • You can set the pipeline status straight from the chat page.

2. Where to set it

   • There are two places to set or change the pipeline status:

     • In Conversation Details, just below the inbox name.

     • Above the text area where you type your message.

       
3. How to change the status

   • Click the pipeline status shown, then choose the status you want.

Using pipeline as a filter

• Filter on the Chat page

  • Filter conversations by their pipeline status using the filter feature.

    
• Filter on the Contact page

  • You can filter contacts by pipeline status too, which makes it easy to segment customers by where they are in their journey with you.