Pipeline Overview
A pipeline is a visual representation of your active deals, organized by stage. Each deal card represents a potential job, and it moves from left to right through stages as the work progresses -- from first inquiry to final payment.
Your pipeline is the command center for your business. It answers three questions at a glance: what needs attention today, how much revenue is in progress, and where deals are getting stuck.
How It Works
When a lead is captured (through your AI chatbot, website form, or manual entry), a deal is automatically created in the first stage of your pipeline. From there, your team drags it through stages as the job progresses.
Example flow for a roofing company:
Inspection Scheduled --> Quote Sent --> Approved --> Job Scheduled --> Completed --> Paid
Each stage represents a real step in your business workflow. When you sign up and select your trade, CustomerFlows generates stages that match your industry. You can customize them at any time.
What's on a Deal Card
Every deal card in your pipeline displays:
| Field | Description |
|---|---|
| Contact name | The customer's name |
| Job type | What service they need (captured by chatbot or entered manually) |
| Deal value | Estimated or quoted job value |
| Source | Where the lead came from (Google Ads, WhatsApp, referral, etc.) |
| Urgency | Emergency, soon, or flexible (if captured by chatbot) |
| Days in stage | How long the deal has been in the current stage |
| Assigned to | Which team member owns this deal |
Click any deal card to see the full detail view, including conversation history, custom fields, notes, and activity log.
Pipeline Views
Kanban view (default): Deals displayed as cards in columns, one column per stage. Drag and drop to move deals between stages.
List view: Deals displayed as rows in a table. Sortable by any column. Better for bulk operations and filtering.
Filter options: Filter your pipeline by source, assigned team member, urgency, date range, or deal value. Filters persist per user so your view stays consistent across sessions.
Key Pipeline Metrics
At the top of your pipeline, you'll see summary metrics:
| Metric | What It Shows |
|---|---|
| Total deals | Number of active deals across all stages |
| Pipeline value | Sum of all deal values |
| Deals this week | New deals created in the last 7 days |
| Average days to close | Average time from deal creation to Closed/Won |
| Conversion rate | Percentage of deals that reach Closed/Won vs. Lost |
Multiple Pipelines
If your business runs distinct workflows that don't belong in the same pipeline, you can create separate pipelines. Common examples:
- Service calls vs. new installations (different stages, different timelines)
- Residential vs. commercial (different qualification, different pricing)
- Insurance claims vs. cash jobs (different approval processes)
Multiple pipelines are available on the Growth tier (up to 5) and Scale tier (unlimited). See Using Multiple Pipelines for setup guidance.
FAQ
Can I customize the pipeline stages? Yes. You can add, remove, rename, and reorder stages at any time, on any plan. See Customizing Pipeline Stages.
What happens when a deal is lost? Move it to the Lost stage. You'll be prompted to select a reason (chose competitor, too expensive, timing, unresponsive). This data is invaluable for spotting patterns. See Lost Reasons.
Can different team members see different pipelines? Not currently. All team members see all pipelines. Pipeline-specific access controls are on our roadmap.
Related
- Customizing Pipeline Stages -- Modify your stages
- Managing Deals -- Create, edit, and move deals
- Using Multiple Pipelines -- When and how to separate workflows
- Lost Reasons -- Tracking why deals don't close
Need help? Email support@customerflows.com or ask in r/CustomerFlows.