A stage says where a person stands with you: new, contacted, qualified, won, lost. There is one list of stages, and you set it the same way everywhere — on a contact, in the inbox thread header, and on a lead. It replaces the separate lead status, lead category and case type controls this product used to have.
When you'd use it #
Working a pipeline
Filter Contacts by stage to see everyone who is Qualified and has not been followed up, or everyone still New.
Stopping follow-ups
Mark Won and Lost as stages that stop follow-ups, and a flow will never message a customer who has already bought.
Letting the AI sort leads
An AI agent can place arriving leads into your own stages; you can overrule it by hand and your choice sticks.
How stages work #
| Field | What it does |
|---|---|
| Built-in stages | Four come with every workspace and are listed on the Stages page. They are fixed; your own stages sit beside them in the picker. |
| Your own stages | Add as many as you need on Settings → Pipelines & stages, each with a name and a colour. They appear beside the built-in ones in every picker. |
| Stops follow-ups | Tick this on a stage where the conversation is over. Moving someone there by hand takes them out of their active flows, and flows will not send to anyone already on it. |
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Set it on a contact
Use the stage picker in the Stage column on Contacts, or filter by stage with Any stage at the top. -
Set it from a conversation
The thread header in the inbox has the same picker, and the inbox list can be filtered by stage. -
Set it from a flow
The Set stage step in the flow builder offers the built-in stages and your own, so a booking or a reply can move someone along automatically.
Conversation labels #
The same settings page has a collapsed Conversation labels section. These are the old case types: colour-coded labels for one chat, such as Refund or Complaint. They describe a conversation, not a person, so the same customer can have a refund this week and an onboarding question next week. They are still used by flows and the mobile app, and they can stop follow-ups in the same way.