Quote and Lead Pipeline

The pipeline is your visual tool for tracking leads from first call through to conversion. It is available on the Essential and Professional plans.

Accessing the Pipeline

Go to Dashboard > Pipeline (or navigate to /dashboard/quotes).

Pipeline Stages

Your pipeline uses a Kanban board layout. Each lead moves through these stages:

Stage	What It Means
New	Lead just came in from a call. No one has touched it yet.
Sent	Initial follow-up SMS sent to the lead.
Follow-Up 1	First automated follow-up SMS sent (Day 3).
Follow-Up 2	Second automated follow-up SMS sent (Day 5).
Follow-Up 3	Third automated follow-up SMS sent (Day 7).
Following Up	Active manual follow-up in progress.
Contacted	Staff reached out manually (called back or texted).
Converted	Lead converted to a booking or sale.
Closed Won	Deal closed -- appointment booked or job scheduled.
Closed Lost	Lead declined or went with another provider.
Not Converted	Follow-up sequence finished without conversion.

Focus on New and Following Up

These are the leads most likely to convert with a timely response. Check them first each morning.

SMS Follow-Up Sequences (Automated)

When a call creates a pipeline entry, the system automatically sends follow-up SMS messages on your behalf:

• Day 0 -- Instant confirmation text right after the call. Confirms you received their inquiry and will follow up.
• Day 3 -- Check-in text. Asks if they still need help or have questions.
• Day 7 -- Final follow-up. Last touch before the lead goes cold.

These SMS messages are fully automated. You do not need to send them manually. Each SMS is logged in the pipeline card's activity trail.

Pipeline status and SMS are separate

Moving a pipeline card to "Follow-Up 1" does not send an SMS. Sending an SMS does not move the card. The automated SMS runs on a timer regardless of where the card sits. Update both based on what is actually happening with each lead.

Lead Scoring

Each lead gets an automatic score from 0 to 100 based on five factors:

1. Status weight -- How far the lead has progressed through the pipeline.
2. Value weight -- The quote dollar amount (if entered).
3. Recency weight -- How recently the lead was active.
4. Engagement weight -- SMS response history.
5. Contactability weight -- Whether SMS consent is active and phone number is valid.

Hover over any lead score badge to see the full breakdown.

Score	Label	Action
60-100	Hot Lead	Follow up today. High conversion probability.
45-59	Warm Lead	Follow up within 24 hours.
30-44	Medium Lead	Schedule a follow-up this week.
0-29	Nurture	Keep in pipeline but do not prioritize.

Working with Pipeline Cards

Claiming a Card

Click Claim on any pipeline card to assign it to yourself. This shows your name on the card so other team members know who is handling the lead.

Adding Notes

Click into any pipeline card to expand it, then add notes in the text field. Notes are visible to your entire team and are logged in the activity trail.

Updating Quote Value

If you have sent a quote, enter the dollar amount on the card. This feeds into your lead scoring and helps you track total pipeline value.

Moving Cards

Drag cards between columns, or click into a card and change the status dropdown to move it to a different stage.

Viewing the Activity Trail

Click any pipeline card and look for the Activity section. This shows:

• created -- When the lead was captured
• status_changed -- Pipeline progression (e.g., "New to Follow Up 1")
• sms_sent -- Day 0/3/7 follow-up texts with timestamps
• sms_consent_granted -- When the caller consented to SMS
• gfe_flagged -- System detected self-pay patient (healthcare)
• gfe_sent_marked -- Provider marked Good Faith Estimate as sent
• note_added -- Manual notes from staff
• value_updated -- Quote amount changed

Outbound Calls from Pipeline (Professional)

On the Professional plan, the AI can make outbound follow-up calls to unresponsive leads:

1. A lead has not responded to SMS follow-ups.
2. The AI calls the lead's phone number.
3. During the call, the AI identifies itself, references the original inquiry, and attempts to re-engage.
4. The outbound call is logged with a full transcript.
5. The pipeline card links to both the original inbound call and the outbound follow-up.

See the Outbound AI Calling guide for more details.

Good Faith Estimate Tracking (Healthcare)

For healthcare practices, the pipeline automatically detects self-pay patients and flags calls that may require a Good Faith Estimate under the No Surprises Act:

• A gfe_flagged entry appears in the activity trail when a self-pay patient is detected.
• After you send the GFE, click Mark GFE Sent on the pipeline card.
• A gfe_sent_marked entry is logged for compliance.

Common Questions

How long do leads stay in the pipeline? Leads remain in your pipeline until you move them to Closed Won or Closed Lost. There is no automatic expiration.

Can I delete a pipeline entry? No. Pipeline entries are permanent for audit trail purposes. Move unwanted entries to Closed Lost.

Do I need to move cards manually? The system automatically moves cards when automated SMS messages are sent (New to Sent, then to Follow-Up stages). You move cards manually when you take action (contacted, converted, closed).

What if a caller texts STOP? The system automatically revokes SMS consent. The pipeline card shows "SMS Consent: Revoked" and the Send SMS button is disabled. You can still call them -- only SMS is blocked. If they text START, consent is restored.