Pipelines

A pipeline is a set of stages that your customers move through, such as Enquiry → Counselling → Enrolled for a school or Enquiry → Quote → Booked for a travel agency. Each customer you’re working with gets a card on the pipeline’s board, and you move it from stage to stage as things progress.

Pipelines are off by default. Nothing changes for your team until an admin turns them on.

Turn on pipelines

This needs an admin.

1. Go to Settings → Pipelines and turn on Use pipelines in this account.
2. Click New pipeline and pick a template for your kind of business, or Blank.
3. Give it a name. You can change everything later.

Pipelines then appears in the menu for everyone who has access.

Templates

A template is only a starting point: Wabot copies it into your account, and you can rename, reorder, add or remove stages freely.

Template	Cards are called	Stages
Education	Admission	Enquiry, Counselling, Application, Documents, Enrolled, Dropped
Travel	Booking	Enquiry, Itinerary sent, Quote, Advance paid, Booked, Lost
Retail	Lead	New lead, Contacted, Visited store, Purchased, Not interested
E-commerce	Enquiry	Cart abandoned, Contacted, Converted, Lost
Services	Deal	New, Qualified, Proposal, Negotiation, Won, Lost
Blank	Deal	New, Won, Lost

Each pipeline also names its two optional fields to suit your business. For example, an Admissions pipeline uses Course fee and Intake date, and a Bookings pipeline uses Package price and Travel date. You can hide either field.

Note

Online stores already track orders on the Commerce pages. Use a pipeline only for what orders don’t cover, such as abandoned carts, bulk enquiries or after-sales.

Edit stages

In Settings → Pipelines, open a pipeline’s stages to:

• drag stages into order, rename them and choose a colour;
• set each stage’s type: Open, Won or Lost. Cards in a won or lost stage count as closed;
• add or remove stages. A pipeline needs 2–15 stages, with at least one open stage. If you remove a stage that still has cards, you’ll be asked which stage to move them to.

You can have up to 5 pipelines, for example Admissions and Alumni. Archive a pipeline you no longer use; you can only delete one that has no cards.

The board

Open Pipelines in the menu. Use the switcher next to the title if you have more than one pipeline.

• Board shows a column per stage with its number of cards and their total value. Drag a card to another column to move it, or use the card’s ⋮ → Move to. You can also move cards with the keyboard: Space to pick up, the arrow keys to move, Space to drop.
• Table lists the same cards with sorting and more filters.
• Filter by owner (including Unassigned), status (Open, Won, Lost) or search by title, contact name or number. Your filters are kept in the page link.

Each card shows the contact, the title, its value and date (in red when overdue), its owner, how many days it has been in the current stage, and how many follow-ups or reminders are open.

Work on a card

Click a card to open it:

• Details: title, value, date and owner. Change the stage from the selector at the top.
• History: every stage change, with who made it and when.
• Activities: notes, follow-ups and reminders for this card. They also appear in the contact’s activity, as usual.
• Open chat to reply to the customer.

Click + New … (for example New admission) or + Add under a column to create a card. Choose the contact, and optionally a title, value, date and owner.

From the inbox

In the inbox, the contact panel has a Pipeline section listing the customer’s cards. Change a card’s stage right there, or click Create to add one without leaving the chat.

In the mobile app

Open Addons → Pipelines to see each pipeline as stage tabs. You can create cards, move them between stages, change the owner, value and date, add notes and follow-ups, and open the chat. A customer’s cards also appear in their contact profile. Pipelines and stages are set up on the web.

Who can do what

Permission	Allows
View	See pipelines and cards
Edit	Create cards, move them and change their details
Delete	Delete cards
Manage	Turn pipelines on or off, and create or edit pipelines and stages

Until you set these for your team in Team, admins can do everything and other team members can view and edit.