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Follow up leads in Sales pipeline

Sales pipeline is where you follow up with customers who shared their details or booked a call: who owns each one, what stage they're at, and what to do next. Conversations shows what they said; the pipeline shows who to follow up with.

About 5 minutesLast checked Oct 19, 2026Open in your dashboard

What you need

  • At least one customer who has shared their details or booked a call.

Work a lead

  1. 1

    Open Sales pipeline

    In the sidebar, choose Sales pipeline. It shows the agent selected in the header. Use Open, Closed or All to filter, and the stage, follow-up and owner filters to narrow down.

    Sales pipeline with Open, Closed and All tabs, stage and follow-up filters, and counts per stage.
  2. 2

    Open a lead

    Select a lead. A panel opens with Contact details, Score, Pipeline, the Conversation, Notes and Activity.

    A lead's panel with contact details, Stage, Owner, Next follow-up, the conversation, a notes box and the activity timeline.
  3. 3

    Set the stage

    Under Pipeline, use Stage to move them through New, Contacted, Qualified, Won or Lost.

  4. 4

    Assign an owner

    Use Owner to say which team member follows up. Filter by Owned by me to see your own.

  5. 5

    Set the next follow-up

    Choose a date and time under Next follow-up so nothing is forgotten, and filter by follow-up to see what is due.

  6. 6

    Add a note

    Type under Notes and choose Add. Changes are recorded in Activity.

  7. 7

    Archive when finished

    Choose Archive lead at the top of the panel to remove it from the Open tab.

Add a lead to the pipeline

A lead can come from a conversation or be added by hand. In Conversations, open a conversation and choose + Add to CRM: confirm the Name, Email, Phone and Company. It needs at least an email or phone. On Sales pipeline, + Create lead adds one without a conversation.

The Add to CRM dialog with Name, Email, Phone and Company fields.

Make it fit your process

  • Customize chooses which columns show. Export CSV downloads your pipeline.
  • Settings holds pipeline settings and Automations, which control custom fields and rules such as when a lead is included.
  • If your agent takes payments, Payment, Paid and Balance due columns appear, and a lead's Orders show in its panel.

Check it worked

  • A lead you change shows the new stage and owner when you reopen it, with the change recorded in Activity.

If it doesn't work

The pipeline is empty.
Customers appear after they share details or book a call. Finish your launch plan, then check Conversations for real chats.
A lead you expected isn't there.
Check the filters at the top (stage, owner, follow-up, date) aren't hiding it, that you're on the right tab (Open, Closed or All), and that you're on the right agent.

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