Manage the stages your team uses to track leads from first contact through to a final outcome. You can rename stages to match how your team actually talks about prospects, for example naming a stage Discovery Call instead of Warm. This makes it easier for staff to move leads forward consistently and gives you more accurate pipeline reporting.
Before you begin
Staff need the Add, Edit or Deactivate Clients permission to view and manage Lead Stages.
How lead stages work
Every lead stage has a stage type: Open, Won, or Lost. This determines how the stage is counted in the Lead Management Report and doesn't change if you rename the stage.
Open – The lead is still in progress. You can have as many Open stages as you need.
Won – The lead successfully converted. A conversion is recorded when a lead moves from any Open stage into a Won stage.
Lost – The lead did not convert.
You must always have at least one stage of each type. The first Open stage in the list is assigned to every new lead and client, and displays the label Default for new leads and clients next to its name.
Example: If your first Open stage is Discovery Call, every new lead is automatically placed in Discovery Call when they're added.
Key tips
Every change you make to your lead stages is recorded in the Edit Log.
Your lead stages are shared across every location in your business.
How leads and clients move between stages
Leads and clients can move between stages three ways:
Manually – Staff can move a lead or client to any stage at any time, from their profile or the Lead Management Report.
Automations – An automation using the Change lead stage step can move a lead or client to any stage, and the Lead stage updated trigger can start a new automation whenever that happens. For more information, see Manage your marketing automations.
Client groups – A client group can be configured to automatically move its members into your original Won or Lost stage when they join it.
Client group conversion only ever moves leads and clients into your original Won or Lost stage, the one that came with your business's default lead stages, even if you've renamed it. It never moves them into a custom Won or Lost stage you create later. To move leads and clients into a custom Won or Lost stage, use an automation or move them manually. Once a lead or client's stage has been set manually, a client group won't automatically move them again.
View your lead stages
To view your lead stages:
Open the App Drawer
then click View All > Setup > Leads.
Click Lead Stages.
Each row shows the stage's icon and name, its Stage Type, the number of leads currently in that stage (Leads in Stage), the number of automations referencing that stage (Automations), and an action menu.
Add a new lead stage
To add a new lead stage:
On the Lead Stages page, click New stage.
Enter a Stage name (200 characters or fewer).
Under Stage type, select Open, Won, or Lost.
Under Lead stage icon, choose a shape, character, shape color, and character color. This icon appears next to lead and client names and in Lead Stages.
Click Create stage.
Edit a lead stage
To edit a lead stage:
On the Lead Stages page, click Action next to the stage, then click Edit.
Update the name, icon, or color as needed. Stage type can't be changed after a stage is created.
Click Save changes.
Duplicate a lead stage
To duplicate a lead stage:
On the Lead Stages page, click Action next to the stage, then click Duplicate.
Enter a unique name for the new stage. The icon is copied from the original, but you can change it. Stage type is also copied from the original, but can't be changed.
Click Duplicate stage.
Reorder lead stages
To reorder your lead stages, click and drag a stage to a new position within its stage type group. Open, Won, and Lost stages can't be reordered relative to each other, only within their own group. Your new order saves immediately when you drop the stage; there's no separate Save step.
Delete a lead stage
To delete a lead stage:
On the Lead Stages page, click Action next to the stage, then click Delete.
Depending on the stage, one of the following happens:
If the stage has no leads, clients, automations, or client group dependencies, you're asked to confirm the deletion. This can't be undone.
If the stage has leads, clients, automation references, or client group dependencies, you must select a replacement stage of the same type. You'll see how many leads, clients, automations, or client groups are affected, with a Review link for more detail. Everything tied to the deleted stage moves to the replacement stage, which also becomes the new stage any affected client groups send leads to. This can't be undone.
If the stage is the only remaining stage of its type, Delete appears but is disabled, and you'll see the message At least one [Type] stage is required. Create another stage of the same type before you can delete it.
Default lead stages
New businesses get all six of the following stages when their business is set up:
Stage name | Stage type |
|---|---|
New Inquiries | Open |
Contacted | Open |
Warm | Open |
Hot | Open |
Won | Won |
Lost | Lost |
Existing businesses got the following changes as part of this update, instead of the full six-stage set above:
Your stage previously named New is renamed to New Inquiries.
Every stage gets an icon.
Warm, Hot, Won, and Lost keep their existing names.
No leads or clients change stage as part of this update.
Contacted is not added automatically, but you can add it yourself in one click from Lead Stages.
You can rename, reorder, duplicate, or delete any of these stages, as long as you keep at least one stage of each type.
Where stage names appear
Your configured stage names and icons appear everywhere stages are shown in WellnessLiving, including the Lead Management Report, client profiles, and stage pickers throughout automations. Renaming a stage updates it everywhere immediately.
Won and Lost reporting, including conversion dates and win rates, is always based on a stage's type, not its name. Renaming a Won stage doesn't affect how conversions are counted.
Next steps
Now that your lead stages are set up, you can put them to work tracking and automating your pipeline.