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What is this?

Pipelines turn contacts into trackable progress. A pipeline is a set of ordered stages that represent your process, shown as a board. Each contact sits in one stage at a time and moves forward as work progresses, so you always know who is where and what to do next.
Pipelines track business state, not conversation content. Messages live in Inbox; Pipelines answer “where are we in the process?” The page requires the pipeline:view permission and an active channel.
[SCREENSHOT: pipeline-board — The Pipeline board showing a pipeline selector, stage columns with contact cards, and the Unassigned column]

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What can I do here?

  • See summary counts: Total Contacts, Unassigned, Total stages, and Total pipelines
  • Create Pipeline — new pipelines start with stages like New Lead, Follow-up, Converted, and Not Interested, which you can change
  • Switch between pipelines with Select pipeline
  • Add stage, Rename stage, or Delete stage
  • Rename pipeline or Delete pipeline
  • Search contacts on the board
  • Drag a contact card to another stage to move it — or drop it in Unassigned to take it out of the funnel
Pipelines can model whatever flow your team follows:

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How to use it

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Create a pipeline

  1. Go to Contacts → Pipeline and click Create Pipeline.
  2. Enter a Pipeline name — for example Sales, Onboarding, or Support.
  3. Click Create. Default stages are added automatically.

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Manage stages

  1. Open the pipeline and click Add stage, then enter a Stage name such as “New Lead”.
  2. Use a stage’s actions to Rename stage or Delete stage.
Deleting a stage removes the stage assignment from the contacts in it, and deleting a pipeline permanently removes its stages — contacts currently assigned lose their stage. This can’t be undone.

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Move contacts

Drag a contact card from one stage to another, or drop it in the Unassigned area. Moving a contact is a business decision, so agree as a team on what each stage means.

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Trigger automation from stage changes

Use the Pipeline Stage Changed trigger to start a workflow when a contact is added to or moved within a pipeline, optionally for one specific stage. For the step-by-step setup and examples, see Select a Trigger.

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Good operating habits

  • Match stages to your real process, not an ideal one. If your team keeps skipping a stage, remove it.
  • Keep one pipeline per distinct process. Don’t mix sales and support in the same pipeline, so counts stay meaningful.
  • Review stage distribution weekly. Many contacts stuck in one stage usually signals a bottleneck in the process.
  • Pair stage changes with Notes where a human judgment happened. The board shows moved to Qualified; a Note explains why — “Customer confirmed budget and timeline.”

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Pipelines, Activity Logs, Notes, and Conversations

Use all four together — they complement each other.

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Troubleshooting / Technical Notes

  • “No channel selected.” Select or create a channel in Channels first.
  • “No pipelines yet.” Click Create Pipeline to make your first one.
  • “No stages in this pipeline.” Add stages to start moving contacts through the funnel.
  • A contact card won’t move. Try again — “Could not move contact” is shown if the move fails. Check that you have permission to edit pipelines.
  • The Pipeline item is missing from the sidebar. Your account may not have pipeline:view — ask an administrator, or see Team.
Last modified on September 20, 2026