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Sales Pipeline Overview

The Sales Pipeline helps your team move leads from first interest to booked service. You can quickly see who needs follow-up, who already got a quote, and which leads are ready to book. It also keeps sales activity in one place so your office team does not have to jump between screens.

Who Can Access This​

RoleAccess Level
AdministratorFull access
Office ManagerView and edit
SalesView and edit
HR AdminView and edit
Payroll AdminView and edit
Field TechnicianNo access
note

This feature may need to be enabled for your company. If you don't see it, contact your administrator to check your feature settings.

Overview​

Open Office > Sales Pipeline to see leads in a Kanban-style board. Each lead appears as a card inside a stage column. The primary working stages are:

  • Needs Contacted
  • Contacted
  • Quoted
  • Follow-up

At the top of the page, you also get quick metrics such as active leads, unassigned leads, open tickets, and today's pipeline value. These numbers update based on your current filtered view, so they are useful for daily standups and rep check-ins.

The page supports two board views:

  • Status view (by pipeline stage)
  • Rep view (grouped by assigned sales rep)

Use Status when you want to manage sales flow. Use Rep when you want to balance assignments and coach individual reps.

How to Work the Pipeline Day to Day​

  1. Open Sales Pipeline from the Office navigation.
  2. Search leads in the top search box by name, email, or address.
  3. Filter the board with the filter icon next to Search leads to narrow by branch, source, tags, quote status, or created and modified date. To see one rep's leads, use My Leads or the Rep view.
  4. Review metrics for total active, unassigned, open tickets, and today's value.
  5. Drag leads to the next stage as progress happens.
  6. Use card actions to contact, assign, quote, book, or close leads.

This sequence keeps your board clean and helps the whole office understand what needs attention now.

Add a New Lead​

Use the Add Lead button in the top-right toolbar. From there, choose:

  • New Lead for a full lead intake form
  • Quick Quote for fast estimate flow
  • Create Quote for a full quote workflow

When using New Lead, fill out:

  1. First and last name (at least one is required)
  2. Email or phone (at least one is required)
  3. Postal/Zip Code (required)
  4. Optional address details and service preferences
  5. Assigned rep

The system validates the zip code and shows service-zone feedback directly in the form. If a likely duplicate lead is found, you will see options to view the existing lead, merge later, or create a new record anyway.

Use Filters to Focus the Board​

The board starts with the Modified Date filter set to the last 30 days, so it shows leads created or updated in the last 30 days. Older leads stay off the board until you widen or remove that filter, or select Clear All in Filters.

If your company has more than one branch, the board opens on the branch you are working in, so you only see that branch's leads at first. To see other branches, open Filters and pick them under Branch, or clear Branch to see every branch.

Select the filter icon next to Search leads to open Filters and narrow the board by:

  • Branch
  • Customer Source (website, phone, referral, and others)
  • Zone
  • Tags (show only leads that carry any of the tags you pick)
  • Exclude Tags (hide leads that carry any of the tags you pick)
  • Quote Status (Needs Contacted, Contacted, Quoted, Follow Up; booked and closed leads are under Contacts > Leads)
  • Created Date
  • Modified Date (starts at the last 30 days)

Your choices apply right away, and the number on the filter icon shows how many are active. Select Clear All at the top of Filters to remove every filter, including the 30-day Modified Date window. The board then shows your open leads of any age, up to the 1,000 newest. If you have more than that, use Contacts > Leads to find the older ones.

This is especially useful for weekly review meetings when you need to focus on a single source channel or one branch.

Leads Outside Your Service Area​

When a new lead's zip code isn't in any of your branch's zones, Pulse still saves the lead so you don't lose the contact, but marks it so your team can tell it apart:

  • The card shows an Out of Service Area tag.
  • The lead gets a note that reads "Lead Created. Outside service area."

For example, if your Charleston branch gets a web lead from zip 44125 (Cleveland), it lands in Needs Contacted with the Out of Service Area tag. To keep these leads off the board while you work, open filters and choose Out of Service Area under Exclude Tags. If the tag is wrong (for example, the zip was mistyped and you fixed it), open the lead and select the × on the tag to remove it.

note

This may be turned off for your company. If new out-of-area leads don't get the tag, ask your administrator to check your feature settings.

Manage Leads with Drag and Drop​

Each lead card can be dragged to a new column.

  • In Status view, dragging changes the lead stage.
  • In Rep view, dragging changes lead assignment.

Some stage moves trigger guided actions:

  • Moving into contact-related stages can open communication tracking.
  • Moving into quote-related stages can open quote flow.

If a move is not allowed, the lead stays in place. This protects your process from skipping required steps.

Work Inside Lead Cards​

Lead cards are built for fast action. Depending on the lead's status, you can:

  • Open quick actions on the lead name
  • Reassign the lead (including Assign to Me)
  • Click phone, email, SMS, or note icons
  • Open map links from the address
  • Create a quote
  • Book service (for quoted and follow-up leads)
  • Open or update tickets

Cards also show useful context such as tags, quote amount, service type, and age indicators (for example, days since created and days since last contact).

Create Quotes and Convert to Booked Work​

When a lead is ready:

  1. Select Create Quote from the card's menu (or Quote calc on the card, when it is shown). The Full-Page Estimate opens for that lead.
  2. Complete the Profile and Pricing steps to save the quote.
  3. When the lead is in Quoted or Follow-up, select Book on the card, or Convert to Customer from the card's menu. The Full-Page Estimate opens on the Booking step with the lead's most recent quote.
  4. Finish the Booking and Scheduling steps, then click Save Quote & Book.

After booking, the lead is converted into active customer/job workflow and removed from the open lead board.

Close Stale or Lost Leads​

For stagnant leads, use Close Lead. The close modal lets you:

  • Pick quick reasons like Not Interested, Unresponsive, or Budget Constraints
  • Add optional notes for reporting and team context

Closing removes the lead from the active pipeline, which helps keep your board realistic and focused.

Tips and Best Practices​

  • Keep unassigned leads near zero by checking the metric daily.
  • Use Rep view in morning huddles to rebalance workloads.
  • Add notes after each customer touch so handoffs are smooth.
  • Review lead age indicators often to prevent pipeline stagnation.
  • Use tags and source filters to measure channel quality over time.

Troubleshooting​

I cannot see Sales Pipeline in the menu​

What you see: The Sales Pipeline page is missing from Office navigation. Solution: Ask an administrator to verify your role permissions and confirm Sales Pipeline features are enabled for your company.

I can open the page but cannot complete an action​

What you see: You can view leads but some actions fail or are hidden. Solution: Your role may have view/edit access without delete-level actions. Ask your administrator to review your lead permissions.

My drag-and-drop move did not stick​

What you see: The lead snaps back to its original spot. Solution: The move may violate stage transition rules or require a modal workflow first. Retry by moving one stage at a time and complete any prompted action.

New lead creation fails​

What you see: Lead cannot be created. Solution: Check required fields (name + email/phone + zip). Confirm zip is in service area and resolve any duplicate warning before retrying.

Why is a lead in Contacts not on the Sales Pipeline?​

What you see: A lead is listed under Contacts > Leads, but it is not on the Sales Pipeline board, or the board is empty. Solution: The board shows open leads in Needs Contacted, Contacted, Quoted, and Follow-up that were updated in the last 30 days. If your company has more than one branch, it also opens on only the branch you are working in, so leads from other locations stay hidden until you pick their branches under Branch in Filters. To see older leads, widen or remove Modified Date in Filters, or select Clear All there. Booked and closed leads are not on the board, so use Contacts > Leads for those. If you only see leads assigned to you and unassigned leads, ask your administrator for the permission to view all leads.

Why doesn't the Sales Pipeline badge match the board?​

What you see: The number on the Sales Pipeline badge in the sidebar is not the number of leads in Needs Contacted. Solution: The badge always counts the leads in the Needs Contacted column, using the board's Filters, including Branch and Modified Date. If your company has more than one branch, the board opens on your current branch, so the badge counts only that branch until you pick other branches under Branch. While the board is open, it also follows the search box and My Leads. On other pages, it counts the board as it opens, with an empty search and My Leads off. While the board is open, the board and the badge refresh about once a minute. On other pages the badge refreshes every few minutes, so a lead that just came in can take a few minutes to show on the badge.