Opportunities and pipelines

What is a pipeline?

A pipeline is a set of stages a deal moves through, for example New, Contacted, Quoted, Won. An opportunity is one deal on that pipeline: who it is for, what it is worth, and which stage it sits in.

You can have several pipelines, for example one for new sales and one for renewals, each with its own stages.

How do I create a pipeline?

1. Open Opportunities and click Pipelines.
2. Name the pipeline and add your stages in order.
3. Save. The board view now shows a column per stage.

How do deals move without anyone updating them?

Automations can create an opportunity when a call ends with a particular outcome, move it to another stage when the customer replies, and mark it lost if nobody responds after a set time.

That is the point of keeping conversations and deals in one system: the board reflects what actually happened rather than what someone remembered to record.

Can I see the money?

Each opportunity carries a value in your account currency. The board shows the total per stage, so you can see what is sitting in each part of the funnel without exporting anything.

Can my agent ask for a payment?

Yes, without a payment gateway. Save your UPI ID and payee name under Settings, General, Payments. Every agent then has a request payment tool: tell it in the prompt when to use it (for example, when they agree to book, send the payment request for the fee). The customer receives a QR code and your UPI ID on the same chat, pays from any UPI app, and sends a screenshot; your team confirms from the Inbox. If your UPI ID is your phone number, turn on Send only the QR code in the same Payments section: the message then carries just the QR image, and your UPI ID and pay link are never typed out (SMS and the API channel cannot show an image, so they still get the link).

For automatic payment confirmation you need a payment gateway (Razorpay or PayU) connected in WhatsApp Manager; that is the WhatsApp payment node in automations.

Can my agent mark someone as a lead?

Yes. On the agent's page, under Tools, turn on CRM: mark as lead and pick the pipeline, the stage a new lead should land in, and the tag to add (lead by default). From then on, when a customer agrees to buy, book or get a quote, the agent tags the contact and opens an opportunity in that stage, named in the customer's own words, with a short note of what they wanted.

The agent decides when to do this from your prompt, so tell it in plain words, for example: when they agree to book, mark them as a lead. It works the same on web chat, WhatsApp, Instagram, Messenger, email and phone calls. If the person is not yet a contact (a phone call, say), the agent asks for their name and number first.

One contact gets one open opportunity per pipeline: if they come back and agree again, the note is updated rather than a duplicate created. Follow-ups are then ordinary automations: trigger on the tag being added, or on an opportunity created in that stage.