Pipeline settings
The goal, who belongs here, who closes the sale, how the bot moves contacts, and templates
Path: Communication > Leads → pipeline selector → Pipeline settings
Only an Administrator can open and change Pipeline settings. The panel edits one pipeline; every pipeline has its own. All fields are saved together with Save changes, except Templates: a template is applied the moment you confirm it, and closing the panel does not undo it. Closing with unsaved edits asks whether to Keep editing or Discard changes.
What the panel contains
At the top, always visible:
- Name and Icon
- Who belongs here
- Goal
- Stages — a read-only list. To change what the bot does at a stage, open that column's menu on the Board. See Pipeline stages.
- A one-line summary of which new contacts come to this pipeline.
Under More options:
- Who closes the sale
- How the bot moves contacts
- Contacts from ads and Contacts from comments
- A different audience
- Who receives new contacts
- Which new contacts come here (not on your main pipeline)
- Templates
Ads, comments and Which new contacts come here are covered in How leads enter a pipeline. Who receives new contacts is covered in Results and lead owners.
Goal
Up to 4,000 characters. What the bot works toward with every lead in this pipeline, for example booking a visit or closing an order.
- The bot reads the goal for every lead sitting on an open stage of this pipeline, together with that stage's own instruction.
- If the goal conflicts with your Custom Bot Instructions, the bot follows the goal.
- The goal is guidance on how to handle the lead. It is never a source of facts: prices, availability and product details still come only from your catalog, your services and your Knowledge Base.
A pipeline with an empty goal and empty stages changes nothing about how the bot talks.
Who belongs here
Up to 300 characters. A plain description of the customers you want in this pipeline, for example: people asking about facial treatments.
It matters only when you have two or more pipelines. When a pipeline other than the one a new lead is on has this field filled in, the bot can suggest moving the lead there, shown on the card as Looks like followed by the pipeline's name. The bot never moves a lead to another pipeline by itself: you accept or ignore the suggestion. A pipeline with this field empty is never suggested. See How the bot works a pipeline.
Do not confuse it with the goal: Who belongs here describes the customer; Goal tells the bot what to achieve with them.
Who closes the sale
How far the bot goes with the leads of this pipeline.
| Option | What the bot does |
|---|---|
| The bot completes the sale | It can take orders and book appointments, as far as your account's own order and appointment settings allow. This is the default and changes nothing. |
| A person closes the sale | It does not take orders or book appointments for these leads. It offers to connect the customer with a person instead. |
| The team contacts the customer | It does not take orders or book appointments for these leads. It takes the customer's details and tells them the team will contact them. |
The setting applies to contacts that are on a stage of this pipeline, Won and Lost included. A contact that was never on any pipeline is handled with your account's normal settings.
How the bot moves contacts
| Option | What happens |
|---|---|
| I move them myself | The bot leaves each lead where you put it. It makes no suggestions. |
| Suggest a move | The bot proposes a stage change and you Accept or Ignore it. This is the default. |
| Move them automatically | The bot moves leads forward as the conversation progresses. |
In every mode the bot only acts on a stage that has When it leaves this stage filled in and is not handled by Only a person.
When the bot moves leads automatically, it never marks a lead as Won or Lost, never moves one backward, and never moves a lead you moved yourself. In those cases, and after three automatic moves of the same lead within 24 hours, it makes a suggestion instead. Full details are in How the bot works a pipeline.
This setting does not affect automatic events such as Appointment booked: those move the lead in every mode.
A different audience
The switch This pipeline serves a different kind of customer is for contacts who are not your usual customers, for example suppliers or job applicants.
- When it is on, the bot follows this pipeline's Goal instead of your Custom Bot Instructions when it talks to these contacts. Write the goal as complete instructions for that audience; with the switch on and the goal empty, the bot has no instructions of yours to follow for them.
- It also stops using the manner of speaking tied to your type of business, unless you tick Keep the way the bot speaks for your type of business.
Leave it off for a pipeline of ordinary customers. With it off, the goal is added on top of your Custom Bot Instructions and wins only where the two conflict.
Templates
Templates lists the same five templates offered when creating a pipeline: General sales, Appointments, Real estate, Online orders and Membership sales. Use this template on an existing pipeline fills in texts; it never touches the structure.
- Stages are never created, renamed or reordered.
- The template's goal fills the pipeline's Goal.
- The template's first open stage fills your first open stage, its second fills your second, and so on: What the bot does in this stage, When it leaves this stage and Who handles it. Extra stages on either side are left alone.
- Only blank texts are filled. Who handles it is replaced on any stage still set to Only the bot, even if you chose that on purpose. Tick Overwrite existing bot fields to replace everything you already wrote.
- Automatic events are not applied this way; set them in Configure stage.
Because the texts are matched by position, check each stage afterwards: a template written for "Choosing a time" may land on a stage you named differently.
Errors you may see
- Only an administrator can change these settings. Sign in with an Administrator account.
- We could not save the goal or who belongs here — the text is over its limit.
- The interest … already sends contacts to … and … already receives contacts from any ad — see How leads enter a pipeline.