Pipelines, stages and routing

Plan your pipeline

Give each sales process a clear name, assign its correct WhatsApp business number and create stages in a sensible order. Add stage descriptions that explain what must happen to enter or leave that stage.

Create or edit a stage

1. Open the CRM pipeline and authorized stage editor.
2. Select the pipeline and add or edit the stage name, order and description.
3. Configure any relevant stage-level AI setting and required attributes.
4. Save, then move a test lead through the expected stages.

Critical routing rules

• A stage belongs to one pipeline. A move must target a valid stage in the destination pipeline.
• Channel sending follows the WhatsApp account bound to the lead's current pipeline, not any other number that happens to be connected.
• Stage changes and stage timers may start Workflows, reminders and Cadence rules.
• Automatic AI stage changes must pass the organization's Playbook criteria and backend validation; a model's suggestion alone is not authority.
• The lead's pipeline can affect which team members may view and edit it.

Fix a failed stage move

Check that the destination is active and belongs to the intended pipeline, that required attributes are satisfied, and that your role permits source/destination access. For a large batch, use the bulk-job status rather than assuming the whole move completed instantly.

AI stage shifting · Bulk actions.