Pipelines
A pipeline is a board of deals (sales opportunities), arranged in columns called stages. Each deal belongs to a contact. You move it from stage to stage as the sale progresses, until you mark it won or lost.
When to use it
Use pipelines to track anything that moves through steps: sales, onboarding, renewals, support escalations. You can keep several pipelines, for example one for new business and one for enterprise deals, and switch between them from the header.
Create a pipeline Admin+
Only owners and admins can create, rename or delete pipelines, or change their stages.
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On the Pipelines page, click Add Pipeline.
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Enter a Pipeline Name, for example "Enterprise Sales".
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Click Create Pipeline.
Default stages (New Lead → Won) will be created automatically:
New Lead → Qualified → Proposal Sent → Negotiation → Won
A brand-new workspace gets one pipeline, Sales Pipeline, with the same stages.
To switch pipelines, open the pipeline menu in the header (Select Pipeline when none is chosen) and pick one.
Manage a pipeline Admin+
Open the pipeline menu and choose Manage Pipelines. The Manage Pipeline dialog lets you:
- Rename the pipeline (Pipeline Name).
- Add a stage: type a name in New stage name and click Add. It is added at the end.
- Reorder stages: drag a stage by its handle.
- Change a stage's colour: click its colour swatch and pick from the palette.
- Delete a stage. A stage can't be deleted while it still holds deals. You'll see "Move or delete deals in this stage first". Move those deals to another stage, then try again.
Click Save Changes to apply the rename, reorder and colour changes.
Delete a pipeline
In Manage Pipeline, click Delete Pipeline, then confirm.
Work with deals
Add a deal Agent+
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Click Add Deal in the header, or Add Deal at the bottom of a column to start the deal in that stage.
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Fill in the deal form:
Field Notes Title Required. Contact Required. Search by name or phone. Link to Conversation Shown when the contact already has a conversation. It opens the Inbox. Value Optional. Currency Starts as your workspace's default currency. Expected Close Date Optional. Stage Required. Assigned To A teammate, or Unassigned. Notes Optional free text. -
Click Create Deal.
Title, contact and stage are required. Create Deal stays disabled until you fill them in.
Edit, win, lose or delete a deal
Click a deal card to open it. Besides editing the fields, you can:
- Mark as Won or Mark as Lost. The card then shows a Won or Lost badge.
- Reopen deal to set a won or lost deal back to open.
- Delete Deal, then Confirm.
Click Save Changes to keep your edits.
Move deals between stages
Drag a card to another column to change its stage. The change is saved immediately. If the save fails, the card jumps back and you see "Failed to move deal".
- A drag starts only after the pointer moves a few pixels, so a simple click still opens the card.
- Keyboard: focus a card, press Space to pick it up, use the arrow keys to move it, and press Space to drop it. Escape cancels.
- Long columns load 20 cards at a time. The column shows "Showing {loaded} of {total}". Click Load more to see the rest.
Viewers can see the board but can't add, edit or move deals.
Deal values and currency
An admin sets your workspace's default currency in Settings → Deals & currency (see Deal settings). It is the starting currency for every new deal. Each deal keeps the currency it was saved with, so changing the default doesn't change existing deals.
Analytics strip
The strip above the board summarises the whole pipeline, including deals hidden behind Load more. Hover the info icon on a tile to see how it's calculated.
| Tile | What it means |
|---|---|
| Total Deals | Count of every deal in this pipeline that isn't marked as Lost. Won deals are still included. |
| Pipeline Value | Sum of the values of all deals in this pipeline, excluding deals marked as Lost. |
| Avg Deal Size | Pipeline Value divided by Total Deals — the average value of a single non-lost deal. |
| Weighted Value | Expected revenue: each open deal's value × its stage probability. First stage ≈ 10%, stages progress up to 90%, Won = 100%. Lost deals are excluded. |
| Won This Month | Deals marked as Won since the first day of the current month. |
| Lost This Month | Deals marked as Lost since the first day of the current month. |
Stage probability comes from the stage's position; you can't set it by hand. The first stage is 10%, the last stage is always 100% (it's the Won stage), and the stages in between are spaced evenly across that range. With the five default stages that works out to New Lead 10%, Qualified ≈37%, Proposal Sent ≈63%, Negotiation 90%, Won 100%.
Deals elsewhere in Relay
A contact's deals also appear:
- in the contact panel of the Inbox, so you have the context while you chat;
- on the Deals tab of the contact's detail view in Contacts.
Troubleshooting
I can't see Add Pipeline, or my stage changes don't save. Creating pipelines and changing stages needs the owner or admin role. See Members and roles.
I can't add or move deals. You need the agent role or higher. Viewers are read-only.
"Move or delete deals in this stage first". The stage still holds deals. Drag them to another stage, or delete them, then delete the stage.
Create Deal stays disabled. Fill in the title, pick a contact and choose a stage.
A column doesn't show all its deals. Click Load more at the bottom of the column.