Pipelines

A pipeline is a business process split into stages: a B2B sale, customer onboarding, a loan application, a warranty claim, a purchase or a hiring process. Besides moving cards on a board, each stage can have rules: what’s needed to enter or leave it, the tasks it creates, who approves, how long it may take and what the customer sees.

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The Pipelines section

Pipelines has its own place in the sidebar, next to the CRM. There you see every process as a card, whatever moves through it (deals, requests, cases, orders…): its stages and how many items are in each, how many are past SLA or at risk, how many wait for approval and how many stages already have rules. Filter by what moves through them or search by name. The section has three tabs: Processes, Approvals and Report.

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Create a process

You have three ways:

• From a template: in Pipelines → Templates pick B2B sale, Onboarding, Loan application, Warranty, Purchasing or Hiring. The template brings the stages with their rules and, when needed, creates the object (for example “Loan applications”) with its fields. If the object already exists, the process is added as another pipeline of that object without touching the one you have.
• From scratch: in Pipelines → New pipeline pick what moves through it: deals, an object you already have or something new (you create the kind of record right there, for example “Requests”). It starts with neutral stages you change in the builder. An object can have several pipelines (same records, different stages and rules).
• With Mia: describe the process (“partner number requests: approval, implementation, production and billing”) and Mia proposes the pipeline with its stages, checklist and approvals for you to review before it’s created.

Templates are a starting point: you can change everything afterwards.

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The builder

Open a process with Builder and design it full screen:

• On the left, the stages: drag them to reorder, add new ones and pick one to edit it. Each stage shows how many items are in it today and a summary of its rules.
• On the right, the selected stage: under Stage you change its name, color and type (in progress, final: achieved or final: discarded) and, for deals, the close probability. The other tabs are its rules.
• At the top, live validation: it tells you if something is missing before you publish (a stage without a name, an approval without approvers, a rejection stage that no longer exists…). Tap a warning to jump to the stage.
• Publish changes saves the stages and the rules of every stage at once, as a single version. If you remove a stage that has deals or records, you pick which stage they move to: nothing is deleted and the change stays in their history.

From the same builder you see each stage’s Performance and the published Versions (you can restore an earlier one). For deal pipelines you also edit the discard reasons.

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Configure each stage’s rules

Each stage’s rules are organized in tabs: Every publish creates a version: you can see the history and restore an earlier one. Records already in progress keep going as they were; new rules apply from their next move.

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Move a record to another stage

When you move a deal or a record (on the board, the record page, the inbox, the mobile app, an automation, Mia or the API) the same rules apply:

• If something is missing, you see exactly what and can open the record to complete it.
• If the stage requires approval, approvers are notified and the record moves only once it’s approved.
• People with permission can move with an override by writing a reason; it stays in the history with their name.

On each deal or record page, the stage panel shows the next step, what’s missing, tasks, checklist, the approval in progress and the SLA time left.

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Approvals

Approvers get notified in the app, on mobile and by email, and can decide from any of the three (the email has a single-use link). In Pipelines → Approvals each person sees what’s waiting for their decision and what they already decided. An approver can delegate a decision to someone else on the team, for example while on vacation.

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Where processes show up

• Inbox: the contact panel shows their processes in progress, which stage they’re in and whether they’re late.
• Company: the overview tab shows what’s in progress with that company (processes and projects).
• My work: brings together your project tasks, stage tasks and the tickets assigned to you in one list.
• Projects: a project can show pipeline boards, link deals, records and tickets, and its milestones can be completed when a record reaches a stage.
• Customer Portal: under My cases the customer sees progress with customer-friendly names, what they still need to do (upload a document or approve something) and can do it right there.

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Smart lists

From CRM → Segments you can create lists of deals or of an object’s records, not just contacts. Filter by stage, days in stage, SLA (overdue, at risk, on time), pending approval, owner, pipeline and fields, for example “Requests in Implementation for more than 5 days”. They update themselves, their linked contacts can be a campaign audience and an automation can start when something enters the list. See Segments.

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Automations

On top of the usual triggers, an automation can start when a record enters or leaves a stage, when an approval is requested or decided, when the stage SLA is at risk or overdue, when the checklist is completed or when it enters a smart list.

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Measure

In Pipelines → Report (also in Analytics → Pipelines) pick a process and a period to see:

• Stage conversion: of those that started in the period, how many reached each stage.
• Time per stage (average and median) and which one is the bottleneck.
• SLA compliance, cycle time and how many are overdue right now.
• The most stuck records right now.
• Each approver’s response time and how many decisions they have pending.

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What each plan includes

Settings → Plans shows how many processes you use. If you downgrade, what you already set up keeps working and can be removed, but you can’t add new approvals, SLA or portal steps. On a plan without these features, templates and Mia create the process without them.

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API and webhooks

Stage changes made through the API follow the same rules. Receive approval.requested, approval.decided, stage.sla_breached and project.milestone_completed in your webhooks, plus deal.stage_changed and record.stage_changed. See Webhooks.