Stages and status
Move opportunities between stages, use Open, Won, Lost and Abandoned correctly, and see which stages the assistant handles.
3 min read
Every opportunity has two key pieces of information: its stage (where is the client in the process?) and its status (how did it end?). The assistant updates the early stages itself; your agents handle everything from the viewing onwards. Keeping both up to date is the only way to trust the board and the Dashboard.
Which stages does the assistant handle?
When a call ends, the assistant creates or updates the opportunity and moves it to the stage that matches the outcome. A typical mapping:
| Call outcome | Opportunity |
|---|---|
| Enquiry only, no booking | Buyers → New enquiry + follow-up message |
| Budget, area and timing clear | Buyers → Qualified + hot-lead |
| Viewing booked | Buyers → Appointment booked + task for the agent |
| Seller, valuation booked | Sellers → Valuation booked |
The mapping is agreed for your agency during setup. To change it, message your consultant. See CRM updates after a call.
Note
The assistant never marks an opportunity Won or Lost. Only your agent knows that a viewing happened, an offer was made or a sale completed; you mark those steps.
Move an opportunity to another stage
Drag and drop is the quickest way.
- On the board, grab the card and drop it on the target stage's column.
The stage updates as soon as you drop the card, and the counts and totals in the column headers are recalculated.
Other ways:
- Open the card and pick the new stage in the Stage field.
- In list view, select several opportunities and move them together. See Bulk actions on opportunities.
Tip
After a viewing, move the card to Viewing done the same day and add a short note ("Found the kitchen small, wants a second viewing"). Whoever follows up next has everything on the card.
The four statuses
| Status | When | Example |
|---|---|---|
| Open | Still in progress. The default. | The buyer is preparing an offer. |
| Won | The deal is done. | Completion, or a signed tenancy agreement. |
| Lost | The client decided against it or bought elsewhere. | "We bought through another agency." |
| Abandoned | No response for a long time. | No reply to three calls and messages in 30 days. |
Lost means the client made a decision; Abandoned means contact has gone quiet. Abandoned clients make a good list for re-engagement calls and messages later. See Outbound campaigns.
When should you mark "Won"?
Pick one rule for the whole office. The most common: completion (title deed transfer) for sales, or the signed tenancy agreement for lettings. In the Sellers pipeline, signing the instruction doesn't make the opportunity Won; the sale does.
Change the status and record a lost reason
- Click the card to open the opportunity.
- Pick the new status in Status.
- If you chose Lost, pick a reason in Lost reason.
- Click Update.
Won and lost opportunities may stay visible on the board; use the Status is Open filter to see open ones only. See Views and filters.
Lost reasons
Lost reasons are managed under Settings → Opportunities & Pipelines. A suggested list for estate agencies:
- Budget mismatch
- Mortgage not approved
- Bought or rented through another agency
- Changed plans
- Seller instructed another agency
- Unrealistic price expectation
- No response
Tip
Keep the list short (6–8 reasons). If "Other" gets picked a lot, it's time to add a new reason.
Troubleshooting
A card the assistant moved is in the wrong stage. Check the call summary; the caller's intent may have been misread. Move the card to the right stage, and if it keeps happening, message your consultant. See Testing and tuning.
The Lost reason list is empty. No reasons have been set up yet. An Admin can add them under Pipeline settings.
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