> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skyfree.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Pipelines

> Track contacts and deals as they move through your process — organize stages, move records, and connect automation.

# 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.

<CardGroup cols={2}>
  <Card title="Event Studio" icon="bolt">
    Know what happened. Every meaningful action is recorded as an Event.
  </Card>

  <Card title="Notes" icon="note-sticky">
    Keep human context. Add internal notes right where work happens.
  </Card>

  <Card title="Pipelines" icon="table-columns">
    Track business progress. Move contacts and deals stage by stage.
  </Card>

  <Card title="Automations" icon="robot">
    Automate the movement. Update pipelines automatically from triggers.
  </Card>
</CardGroup>

## 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:**

| Pipeline           | Stages                                                           |
| ------------------ | ---------------------------------------------------------------- |
| Lead qualification | New → Contacted → Qualified → Converted                          |
| Sales              | Lead → Proposal Sent → Negotiation → Won / Lost                  |
| Support            | Open → In Progress → Waiting on Customer → Resolved              |
| Onboarding         | Application Received → Documents Pending → Verification → Active |

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

<Info>
  Pipelines track **business state**, not conversation content. Messages live in [Inbox](/workspace/inbox/overview); Pipelines answer "where are we in the process?"
</Info>

## Where to find Pipelines

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Open a record">
    Click any record to see its contact details, conversation link, current stage, history of stage changes, and any [Event Studio](/workspace/events/overview) or [Notes](/workspace/inbox/notes) associated with it.
  </Step>
</Steps>

<Tip>
  If Pipelines does not appear in your sidebar, your workspace may use a different label (such as **Boards**, **Deals**, or **Stages**) or the feature may be permission-gated. Check **Team → Permissions** or ask a workspace admin.
</Tip>

## 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](/workspace/automation/contact-pipeline).

<Warning>
  Moving a record is a business decision. Automations that move Pipeline stages should be tested with real data before going live. See [Manage Live Flows](/workspace/automation/manage-live-flows).
</Warning>

## 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](/workspace/events/overview).
* **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.

Example flow:

```
Incoming customer info (Events / ask node / WhatsApp Flow)
  → Contact fields updated (name, requirement, city)
  → Pipeline action: create/update record in "Leads" → stage "Qualified" with mapped Contact data
  → Team sees the new card in Pipelines and follows up
```

Read the full step-by-step in [Contact → Pipeline](/workspace/automation/contact-pipeline).

## 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 `Qualified` requires 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

| Feature           | Purpose                        | Typical question              |
| ----------------- | ------------------------------ | ----------------------------- |
| **Events**        | Records meaningful activity    | What happened and when?       |
| **Notes**         | Stores internal human context  | What should the team know?    |
| **Pipelines**     | Tracks business/process stage  | Where is this in our process? |
| **Conversations** | Handles customer communication | What did we say?              |

Use all four together — they complement each other.

## Related docs

* [Contact → Pipeline](/workspace/automation/contact-pipeline) — automating pipeline updates from contact data
* [Automation Overview](/workspace/automation/overview) — building workflows that move pipeline records
* [Select a Trigger](/workspace/automation/select-a-trigger) — choosing the Event that starts the workflow
* [Event Studio](/workspace/events/overview) — what triggers pipeline changes
* [Notes](/workspace/inbox/notes) — adding handoff context when you move a record
* [Contacts](/workspace/contacts/overview) — the contact behind each pipeline record
* [Inbox](/workspace/inbox/overview) — where conversations happen