Pipelines
Pipelines turn conversations and contacts into trackable progress. Instead of remembering who is where in your process, you move each record through defined stages and always know what to do next.Event Studio
Know what happened. Every meaningful action is recorded as an Event.
Notes
Keep human context. Add internal notes right where work happens.
Pipelines
Track business progress. Move contacts and deals stage by stage.
Automations
Automate the movement. Update pipelines automatically from triggers.
What Pipelines are
A Pipeline is a set of ordered stages that represent your process. Each record (typically a contact or deal) sits in one stage at a time and moves forward as work progresses. Common examples:
You choose the stages that match your real operation — Pipelines are not a fixed sales tool; they model whatever flow your team follows.
Why Pipelines matter
Without Pipelines, progress lives in memory, spreadsheets, or scattered notes. With Pipelines:- Everyone sees where each contact stands at a glance
- Handoffs are clearer (stage tells the next owner what is expected)
- Automations can move records automatically instead of relying on manual updates
- Reporting becomes reliable — you can count how many records are in each stage and where they stall
Pipelines track business state, not conversation content. Messages live in Inbox; Pipelines answer “where are we in the process?”
Where to find Pipelines
1
Choose the channel context
If you work across multiple channels, confirm the active channel in Workspace → Channels. Pipelines are scoped to the workspace/channel where they were created.
2
Open Pipelines
Go to Workspace → Pipelines in the sidebar. You’ll see all pipelines for the current workspace, the stages in each pipeline, and the records currently in each stage.
3
Open a record
Click any record to see its contact details, conversation link, current stage, history of stage changes, and any Event Studio or Notes associated with it.
How Pipelines work
Stages
Stages are ordered columns or lists. A record belongs to exactly one stage at a time. Common stage settings include:- Name and order — e.g.,
New,Qualified,Proposal,Won— the order defines the forward path. - Color or label — visual aid for scanning (where supported).
- Entry rules — some workspaces restrict who can move records or require certain fields to be filled.
Records
A Pipeline record is typically linked to a contact (and optionally a conversation or deal). It carries:- Contact identity — name, phone, labels, custom fields
- Current stage — where the record sits now
- History — when it entered each stage and who or what moved it (manual or automation)
- Context — related Events, Notes, and assignment
Moving records
- Manually — drag a card to a new stage or use the Move to stage action inside the record. Useful for ad-hoc updates.
- Via automation — use the Pipeline action inside an Automation to map Contact fields into the pipeline. See Contact → Pipeline.
Pipelines and automation
Pipelines become most powerful when automations keep them up to date:- Event triggers it: a new inbound message, a field update, or a webhook creates an Event.
- Contact provides the data: custom fields, labels, and identity already stored on the contact (e.g.,
city,requirement) are available for mapping. - Pipeline action moves the record: automation creates or updates the record in the correct pipeline and stage using the mapped Contact fields, and records the change as history.
Good operating habits
- Match stages to your real process, not an ideal one. If your team consistently skips a stage, remove it — the pipeline should reflect how work actually moves.
- Keep one Pipeline per distinct process. Don’t mix sales and support in the same Pipeline; create separate Pipelines so reporting stays meaningful.
- Require minimal fields per stage. If
Qualifiedrequires a phone and requirement, enforce that at the stage transition (via automation or manual checklist) rather than relying on memory. - Review stage distribution weekly. Many records stuck in one stage usually signals a bottleneck in the process, not a tooling issue.
- Pair stage changes with Notes where a human judgment happened. Event says moved to Qualified; Note explains why — “Customer confirmed budget and timeline.”
Pipelines vs Events vs Notes vs Conversations
Use all four together — they complement each other.
Related docs
- Contact → Pipeline — automating pipeline updates from contact data
- Automation Overview — building workflows that move pipeline records
- Select a Trigger — choosing the Event that starts the workflow
- Event Studio — what triggers pipeline changes
- Notes — adding handoff context when you move a record
- Contacts — the contact behind each pipeline record
- Inbox — where conversations happen