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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.

When this happens: The actor clicks Create opportunity or Link existing in the conversation's customer panel.

Step by step

  1. 1

    Handles a WhatsApp conversation in which the customer asks for a quote for 40 chairs.

    The customer panel shows an *Opportunities* section: none linked yet, and the customer has no open opportunities.

  2. 2

    Click Create opportunity.

    EasyCRM opens the opportunity form pre-filled: Name Ion Rusu — WhatsApp Retail, Contact = the customer, Company blank (Ion Rusu buys as an individual), Funnel = Retail (the connection's default funnel), Stage = Retail's first stage, Owner = the operator (the conversation's responsible user), Expected Close Date = today + 30 days.

  3. 3

    Enter Amount 12,000 and saves.

    EasyCRM creates the opportunity (OpportunityCreated, source Conversation), opens its first stage visit and links it to the conversation as its origin. EasyCRM shows the chip Retail · New inquiry · 12,000 in the conversation. The opportunity's *Conversations* tab lists this conversation.

Other paths

Link an existing opportunity

If the customer already has an open opportunity started by email. Clicks Link existing and selects it. EasyCRM checks that the opportunity belongs to the customer or the customer's company, links it and shows its chip. Linking an already-linked pair changes nothing.

Customer buying for a company

If the customer's profile is linked to a company. The Company field is pre-filled with it. Keeps it, or clears it when the customer buys for themselves. Flow continues at step 5.

Several opportunities from one conversation

Later in the same conversation, the customer also asks about office fit-out. The operator creates a second opportunity and changes Funnel to B2B Sales. Links both; the conversation shows two chips and counts in both funnels on the Omnichannel Dashboard.

Unlink

Remove a link made by mistake. EasyCRM removes the link, never the opportunity. Writes OpportunityConversationUnlinked.

Stage changes elsewhere

Moves the opportunity to Offer sent on the Pipeline board. The chip in the open conversation updates live to Retail · Offer sent.

If something goes wrong

Opportunity of another customer

The selected opportunity belongs neither to the customer nor to the customer's company. The link is rejected: This opportunity belongs to another customer

No permission

The actor lacks EasyCrm.Opportunities.Create or .LinkConversations. The corresponding button is not shown; a direct API call is rejected.

Opportunity outside the viewer's access

The customer has an opportunity the operator cannot see (owned outside their scope). It is not listed and cannot be linked by this operator.

Good to know

  • The company is optional: most customers are individuals, and their opportunities link to the Contact only.
  • A conversation can be linked to several opportunities, and an opportunity to several conversations.
  • The funnel is pre-selected from the channel connection's default funnel, else the company default; the operator can change it.
  • A conversation counts in funnel X on the Omnichannel Dashboard when a linked opportunity is currently in funnel X.