Your agents talk to dozens of people every day on WhatsApp, Instagram and email. Some ask about pricing, some want a demo, some stop replying. Keeping track of where each one stands usually ends up in a spreadsheet nobody updates.
You now have Pipelines: a board of stages where every card is a person from your CDP, with their conversation one click away. New contacts join on their own, your journeys move them and your team sees who's stuck.
How it works
Open Pipelines in the sidebar and create your first pipeline from a template:
- Sales: New inbound, Contacted, Qualified, Demo scheduled, Won and Lost.
- Admissions: applicants, from application to admission.
- Win-back: customers who left, while you try to bring them back.
- Blank: New, Won and Lost. Shape the rest yourself.
Each card shows the last message, the channels the person has a conversation on, the owner and how long they've been in the stage. Drag it to change its stage, or open it to set an owner, read the conversation and see its Stage history: who moved it, where and when.
In the pipeline's settings you rename, recolor and reorder stages, and add new ones.
How people join
A pipeline fills up three ways:
- By hand. From the board with Add people, from a person's profile, or with a segment's current members, once.
- With an entry rule. Under Who joins this pipeline, pick Everyone who enters a segment and the stage they land in. Whoever enters the segment joins on their own. The Sales template comes with one: it creates the "New inbound contacts" segment, so every new person who writes to you on WhatsApp, Instagram or email, or fills in a form, shows up in New inbound within seconds.
- From a journey. The Move to stage step moves the person, or adds them if they aren't in yet. For example, once the agent qualifies a lead, the journey moves them to Qualified. The history names the journey that moved them.
Worth knowing
- A time target per stage. Give a stage a number of days and cards that go past it turn red. Filter the board by Over target to see who's stuck, or by owner and channel.
- Won and Lost close the deal. A journey doesn't move anyone who's already in Won or Lost, unless you turn that on in the step.
- What your team removes stays out. If someone takes a person out of the pipeline, neither the entry rule nor a journey adds them back.
- Every stage change is an event. It lands on the person's timeline, so you can start a journey when someone reaches Demo scheduled, or build a segment of everyone who reached Won.
Who can use it
Pipelines follows your workspace roles. Owner, Admin, Developer and Member create pipelines, add people and move cards. Inbox Operator moves cards and Viewer can only look. Reading the messages on a card takes inbox access.
From MCP
An AI tool connected over MCP, or the in-app assistant, can build a journey with the Move to stage step: it picks the pipeline and the stage for you.
Available now
Pipelines is in every workspace. Open it in the sidebar and start from a template.
For now the board doesn't update live while you add a segment's members: refresh to see the new cards.
