Kalea
Getting startedInboxAI AgentProspects & ContactsAutomationAnalyticsSettingsImplementation
Prospects & Contacts/Prospects

Pipeline and Stages

Set up the stages of a lead's journey from the first chat to closing, including stage types and automatic moves.

The pipeline is the sequence of stages a lead goes through, from the first chat to a paid or canceled order.

What it does

In Settings → Pipeline you manage:

  • Active stages: stages currently in progress, with a closing Chance (percent) for revenue forecasting.
  • Outcomes: the Won (closed) and Failed (didn't happen) stages.
  • Stage type: active, won, or failed.
  • Automatic assignment (roles) so Kalea moves leads by itself. One role can only belong to one stage:
    • New lead (first chat)
    • Two-way conversation already exists
    • Scheduled demo (automatic from AI)
    • Recycle (reactivation date)

Stages with an automatic role are marked with the Automatic label. Stage codes (e.g. LEAD, QUALIFIED) are used when syncing to the CRM.

Kirana Bakery example: Order Inquiry, Being Served, Details Complete, Invoice Sent, Awaiting DP, Re-offer, then the outcomes Paid/Processed and Canceled.

A lead that moves to the Won stage automatically has its status changed to Customer on the Contact page.

Benefits

  • A clear picture of each lead's progress.
  • Estimated closing chance per stage.
  • Early moves are automatic, so agents focus on selling.
  • Customers who close are recorded as customers right away.

Steps

  1. Open Pipeline. Choose Settings → Pipeline. This setting is managed by the central admin; other workspaces can only view it.
  2. Add a stage. Click Add stage, fill in Stage name, Code, color, and Chance. Use Add won stage or Add lost stage for outcomes.
  3. Define automatic roles if needed under Automatic assignment.
  4. Set the order. Use the up / down arrow buttons beside a stage. This order becomes the order of choices throughout the app.
  5. Save. Click Save. If you delete a stage that is still in use, choose another stage under Move leads to.
  6. Move leads. From the Prospect table, tick leads and then Change stage, or change the stage in the profile panel. Moving to a failed stage asks for a reason; certain reasons automatically fill in the reactivation (recycle) date.

Pipeline settings page
Pipeline settings page

Tips

Tip

Match stage names and codes with your CRM if you use the CRM integration.

Next