# Lead Pipeline

The **Pipeline** shows every lead as a card, grouped by status, with its next step and when that step is due. Open it from **Pipeline** in the sidebar. The number beside the menu item counts your own leads that are overdue, due today or waiting for a reply.

If you have [lead temperature](/conversations/lead-temperature) switched on, the AI's rating places each lead in its column. A status you set by hand stays until you choose to follow the AI again.

![The Pipeline board with New, Hot lead, Warm lead and Cold lead columns](../../.gitbook/assets/guides/lead-pipeline-board.jpg){ width="760" }

## Reading the board

* **New** holds chats where the customer wrote and nobody has rated the lead yet.
* Next come your lead categories, hottest first.
* **Won** and **Lost** show when you click the **Won · Lost** chip.

The line above the chips counts what needs you now. The chips narrow every column, for example to **Mine**, **Overdue** or **No next step**. Use the drop-downs to pick a time range, an inbox, a teammate and the sort order. Agents see the leads in their own inboxes, and administrators see every inbox.

Each card shows the customer, the last message and what needs doing:

| Tag | Meaning |
| --- | --- |
| **Waiting** | The customer wrote last and nobody has replied yet. |
| **Overdue** | The next step's date has passed. |
| **Due today** | The next step is due before the end of today. |
| **Idle** | You replied, no next step is set, and the lead has sat in its stage longer than the stage allows. |

Drag a card to another column to change its status. While you drag, **Won** and **Lost** drop areas appear. Drop the card there to close the lead, and the Pipeline asks for the amount or the reason.

![The Won and Lost columns after clicking the Won · Lost chip](../../.gitbook/assets/guides/lead-pipeline-won-lost.jpg){ width="610" }

## Finding the leads you need

![The drop-downs and quick filters above the Pipeline board](../../.gitbook/assets/guides/lead-pipeline-filters.jpg){ width="760" }

The drop-downs above the board narrow it down:

* **Time window**: leads active in the last 7, 30 or 90 days, or all time.
* **Order**: **Needs action first**, or the latest activity first.
* **Inbox**: **All inboxes**, or one inbox.
* **Person**: **Everyone**, or one teammate's leads.

Below them, click a quick filter to show only those leads. It turns blue; click it again to clear it.

| Quick filter | Shows |
| --- | --- |
| **Mine** | Your own leads. |
| **Unassigned** | Leads nobody owns yet. |
| **Needs action** | Leads that are overdue, where the customer is waiting for your reply, or that have sat in their stage too long with no next step. |
| **Overdue** | Follow-ups that are late. |
| **Due today** | Follow-ups due before the end of today. |
| **No next step** | Leads with no follow-up date. |
| **Outbound only** | Chats where the customer has never written, such as people you sent a blast to. They are left off the board otherwise. |
| **Won · Lost** | Closed leads. |

## The Today tab

**Today** turns the board into a work list: **Waiting for a reply**, **Overdue**, **Due today** and **No next step**. Administrators also see **Unowned**, the leads nobody is assigned to.

Under **No next step**, pick **Later today**, **Tomorrow**, **In 3 days**, **Next week** or **Pick a time**, then click **Set this follow-up on all … shown** to plan them all at once. **Log follow-up** on any card records a call or message you made and sets the next date.

![The Today tab with Waiting for a reply, Overdue, Due today and No next step lists](../../.gitbook/assets/guides/lead-pipeline-today.jpg){ width="760" }

## A five-minute daily routine

Start each morning with the **Today** tab and work from left to right:

1. Open **Pipeline** and click **Today**.
2. Reply to everyone under **Waiting for a reply**.
3. Clear **Overdue** and **Due today**: follow up, then click **Log follow-up**.
4. Give every lead under **No next step** a follow-up date. **Set this follow-up on all … shown** does them all at once.
5. Administrators: assign everything under **Unowned**.

## The Lead card in a conversation

In an open conversation, the **Lead** card in the right-hand panel shows the lead's status and who set it. It also shows the next step and when it is due, and the last thing anyone did, such as **Next step set** or **Followed up**. **Quality lead** marks a lead that reached a stage that counts for the Ads report.

* **Update lead** changes the status, sets the next follow-up or adds a remark.
* **Log follow-up** records a follow-up you made, as **Followed up** or **No answer**, with the next date.
* When you set the status by hand, the card also shows the AI's view, for example **AI suggests Hot lead**. Click **Follow AI** to hand the status back to the AI.

![The Lead card in the conversation panel, showing a Warm lead due today that the customer asked for](../../.gitbook/assets/guides/lead-pipeline-lead-card.jpg){ width="350" }

## Updating a lead

1. Click **Update lead** on the Lead card.
2. Under **Status**, pick a category, **Won** or **Lost**.
3. Under **Next follow-up**, pick a time, or leave it empty to keep the stage's default.
4. Add a **Remark** if the team should know what happened. It is saved as a private note in the chat.
5. Click **Save**.

**Won** asks for the amount the customer paid, or tick **No amount for this sale**. The amount feeds the contact's total sales and the Ads report. **Lost** asks **Why it was lost**: pick a reason or write your own. If the customer writes again after a lead is won or lost, the lead starts again as **New**.

![The Update lead dialog with Status, Next follow-up and Remark](../../.gitbook/assets/guides/lead-pipeline-update-lead.jpg){ width="510" }

## When the customer names a follow-up time

Customers often say when to continue: "call me Friday", "Esok pagi I text u", "Nanti petang pkol 6 saya get back". When lead temperature rates the chat, it reads that time and makes it the lead's next step. You don't have to set anything.

* The Lead card shows the date with **· the customer asked**. Hover it to read the customer's own words.
* The chat gets a line such as *Follow-up set for 30 Oct 10:00 from the customer's message: "Call me on Friday"*.
* On the Pipeline the card turns **Due today**, then **Overdue** once the time passes.
* When the time comes, the lead's owner gets a notification titled **Time to follow up** with the customer's words. This happens even when chasing is off. A lead nobody owns alerts the administrators.

![The chat line that records the follow-up time the customer asked for](../../.gitbook/assets/guides/lead-pipeline-customer-time-line-en.jpg){ width="610" }

## How the customer's time is read

![Hovering the date on the Lead card shows the customer's own words](../../.gitbook/assets/guides/lead-pipeline-customer-words-en.jpg){ width="390" }

The time is read on the inbox's clock. "Morning" means 10 AM, "afternoon" 2 PM and "evening" 8 PM. A day with no time means the inbox's opening time, and "next week" means Monday.

Only a time the customer gives for the conversation to continue counts. A time they are free for an appointment ("I can do Thursday") sets nothing, and neither does a vague "nanti saya update". A date you set yourself after the customer's message stays. Marking the lead **Won** or **Lost** clears the date.

## Chasing leads automatically

Open **Settings → Lead statuses** to have every lead chased, not only the ones with a date.

1. Switch on **Chase every lead with a next step**. A lead entering a stage now gets a due date from the hours under **Follow up within**.
2. Switch on **Count hours inside the inbox's working hours only** if nights and weekends should not count.
3. Set **Hours before the administrators hear**. The owner is told once when the date passes. If no new next step is set, the administrators hear after these hours.
4. Under **A lead nobody owns at its due time**, choose **Tell the administrators** or **Hand it to an online agent (round robin)**.
5. Click **Save**.

![Settings → Lead statuses with the chasing switch, working hours, administrator hours and the unowned rule](../../.gitbook/assets/guides/lead-pipeline-chasing-rule.jpg){ width="780" }

Under **Follow up within**, set the hours for each stage. By default these are 1 hour for **New**, 4 for hot, 24 for warm and 168 for cold. Leave a stage empty for no deadline. **Counts as a quality lead** decides which stages count as quality leads on the Ads report. Cold never counts.

With chasing off, you can still set dates by hand and nobody is alerted, except when a customer named the time themselves.

![Follow up within: the hours per stage and the quality-lead switches](../../.gitbook/assets/guides/lead-pipeline-follow-up-within.jpg){ width="780" }

## Related

* [Lead temperature](/conversations/lead-temperature)
* [Managing Conversations](/conversations/managing-conversations)
* [Labels, priority and status](/conversations/labels-priority-and-status)

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Source: https://help.mampuai.com/conversations/lead-pipeline