Deals and the pipeline

If your workspace is in sales mode, you get a pipeline: a board of deals moving through stages you define.

(In support mode you get tickets instead — see Tickets and SLAs. You choose the mode in workspace settings.)

Creating a deal from a conversation

This is the point of the thing. Hover a message and capture it as a deal, and the deal is created already attached to that contact and conversation — no retyping, no separate CRM to keep in sync.

Stages

You define your own stages to match how you actually sell. Drag deals between them on the board, or change the stage from the deal itself.

Each deal carries a value, so the board tells you what's actually in play rather than just how many conversations are open.

Won and lost

Marking a deal won records the value and the date, which is what feeds your dashboard and analytics. Lost deals stay on record — knowing what you lost and when is worth as much as knowing what you won.

Working from the conversation

The panel beside a conversation shows that contact's deals, so an agent replying to a message can see there's a £4,000 deal in Negotiation without leaving the chat.

Follow-ups

A deal that needs chasing usually needs a reminder — see Follow-ups and reminders. Follow-ups are personal to whoever set them, so nobody else's list fills up with your reminders.