Leads & Sales Pipeline
Capture leads, qualify them, and move opportunities through your pipeline.
Create & qualify lead
An authorized user creates a new Lead record and updates its status as it progresses through qualification.
Assign leads (manual & self-assignment)
Sales Managers assign unassigned leads to Sales Reps, or Sales Reps self-claim leads from the queue.
Convert lead to opportunity
A qualified Lead is converted into a Contact, Company, and Opportunity in a single atomic operation.
Move opportunity through pipeline stages
An authorized user advances or moves backward an Opportunity through pipeline stages, with approval for stage skips and reasons for backward moves.
Close opportunity — won
An authorized user closes an Opportunity as "Closed Won" after all prerequisites are met.
Close opportunity — lost
An authorized user closes an Opportunity as "Closed Lost" with a mandatory loss reason.
Reopen closed opportunity
A closed opportunity (Won or Lost) is reopened and returned to an active pipeline stage.
Configure sales funnels
An Admin sets up several sales funnels, each with its own ordered stages, chooses the default funnel, maps channel connections to the funnel their opportunities should start in, and archives funnels that are no longer used.
Work the pipeline of a chosen funnel
A sales user picks the funnel to work in, sees only that funnel's stages and opportunities, and creates opportunities in it.
Move an opportunity to another funnel
A user moves an open opportunity to another funnel, when it was placed in the wrong one or when the deal changes nature. The move is recorded so conversion reports count it as *moved out*, not lost.
Create or link an opportunity from a conversation
While handling a sales conversation in the Inbox, an Operator creates an opportunity for the customer in the right funnel, or links the conversation to one of the customer's open opportunities, so the deal is tracked in the pipeline and the conversation counts in that funnel on the Omnichannel Dashboard. Added 2026-09-23 at the product owner's request; not an item of the partners' use-case inventory.
Sell to an individual customer
A Sales Rep takes a private person (B2C) from lead to paid invoice with no company involved: the lead converts to a Contact and an individual opportunity, and the quote and invoice are billed to the Contact. Most of the company's customers buy this way. Added 2026-09-23 at the product owner's request.