Benefits and use cases

Pain points solved:

• Hard to see which leads are in progress or need follow-up.
• No unified view of funnel progress or drop-offs.
• Manual tracking leads to missed opportunities or duplicated effort.
• Lack of visibility across sales and support journeys.

Common use cases:

• Sales pipeline tracking: Track how each lead progresses from their first interaction to successful conversion. For example, you can move contacts through stages like New lead, Contacted, Payment, and Customer to maintain full visibility of your sales funnel.
• Customer support tracking: Monitor support requests as they move through resolution stages. For example, a ticket can start as Reported, move to In progress when assigned to an agent, and finally reach Resolved once closed.
• Team prioritization: Use lifecycle stages to organize your Inbox. Agents can quickly view which contacts are at critical follow-up points or require immediate attention based on their current stage.

Accessing “Customer lifecycle management” settings page

You can follow the steps here to go to the “Customer lifecycle management” settings page:

1. Click on the icon in the left navigation bar
2. Under the “Contacts and data” section, click “Customer lifecycle”
   
3. You will be redirected to the “Customer lifecycle management” page
   
4. You will find a list of default stages that you can start using right away

Creating new stages

You can create custom lifecycle stages to match your team’s sales or support process.

You can follow the steps below to create new stages:

1. In the “Customer lifecycle management” page, you will see two sections, “Progressing stage” and “Lost stage”
   1. Progressing stages: active or successfully journeys 
   2. Lost stages: unresponsive or disqualified contacts
2. Click “Create” in the section where you want the new stage to appear
   
3. A pop-up modal will appear
   
    

3. Enter the stage details:
   1. Stage name: Up to 30 characters, and must be unique across both pipelines.
   2. Color: Choose a color to visually group or prioritize stages.
   3. Icon: Add a visual identifier to help your team quickly distinguish between different stages
4. Click “Create”

Setting a stage as default

You can set one lifecycle stage as the default so that every new contact created in your workspace automatically starts with that stage. 

You can follow the steps below to set a stage as default:

1. In the “Customer lifecycle management” page, you’ll see the list of stages under each pipeline. The current default stage is marked with a “Default” label.
   
2. Hover over the stage you want to set as default
3. Click on the icon next to the stage name
4. Click on “Set as default”
   
5. A confirmation modal will appear
   
6. Click “Set” to confirm the action
7. The “Default” label will move to the newly selected stage. All new contacts created after this change will automatically be assigned this default stage.

Arranging the sequence of stages

You can reorder lifecycle stages to reflect how your team’s process flows — for example, moving Contacted before Payment or grouping key milestones together.

You can follow the steps below to arrange the sequence of stages:

1. In the “Customer lifecycle management” page, you will find the “Progressing stage” and “Lost stage” lists
2. Drag and drop stages to reorder them by clicking and holding the drag handle beside a stage name
3. Move it to the desired position within the same list
   
4. Once you have made changes, a “Save changes” banner will appear
   
5. Click “Save” to confirm the new sequence
6. The new order applies immediately across your workspace, including the Inbox dropdown and Lifecycle sidebar views.

Editing a stage

You can update a lifecycle stage’s name or color anytime to keep your pipeline clear and consistent.

Editing stage name

You can follow the steps below to edit a stage name:

1. In the “Customer lifecycle management” page, locate the stage you want to update
2. Click directly on the stage name to make it editable.
3. Update the text (maximum 30 characters). Each stage name must be unique across both pipelines.
4. A “Save changes” banner will appear.
   
5. Click “Save” to confirm

Editing stage color

You can follow the steps below to edit a stage’s color and icon:

1. In the “Customer lifecycle management” page, locate the stage you want to update
2. Click on the color icon next to the stage name
   
3. A pop-up modal will appear
   
4. Select a new color for this stage
5. Once you have selected a new color, the “Save” button will be enabled
6. Click “Save” to make the change

Deleting a stage

If a lifecycle stage is no longer needed, you can delete it from your pipeline. This helps keep your lifecycle clean and relevant as your workflow evolves.

You can follow the steps to delete a stage:

1. In the “Customer lifecycle management” page, locate the stage you want to remove
2. Hover on the stage name
3. Click on the icon next to the stage name
4. Click “Delete”
   
5. A warning modal will appear
   
6. Click “Delete” to confirm the action

Using “Customer lifecycle management” feature in Inbox

Once your lifecycle stages are configured, agents can view and update a contact’s stage directly within the Inbox — without leaving their conversation view.

View lifecycle stage beside a contact

You can quickly see each contact’s current lifecycle stage without opening their profile.

• The stage label appears beside the contact name in the conversation list
  
• You will also see the “Lifecycle stage” next to the contact’s name within a conversation in the conversation control bar
  
• Each stage displays its configured color and icon for easy recognition.
• The label automatically updates when the stage name or color changes in the “Customer lifecycle management” page

Updating a contact’s lifecycle stage

When a contact moves forward in your sales or support journey, you can update their lifecycle stage directly in the Inbox.

You can follow the steps below to update a contact’s lifecycle stage:

1. Go to Inbox by clicking on the icon in the left navigation bar
2. Locate a conversation what you would like to update its lifecycle stage
3. In the conversation, click the ”Lifecycle stage” dropdown beside the contact name.
   
4. You’ll see two grouped lists — Progressing stages and Lost stages — ordered exactly as defined in your lifecycle settings.
   
5. Use the search bar or scroll to find the correct stage.
6. Click a stage to apply it immediately.
7. The contact’s stage updates in real time across the Inbox and their contact record.

Moving a contact to the next stage

You can quickly progress a contact to the next stage in sequence with one click.

You can follow the steps below to move a contact to the next stage:

1. Go to Inbox by clicking on the icon in the left navigation bar
2. Locate a conversation what you would like to move its lifecycle stage to the next stage
3. In the conversation, click the  next to the “Lifecycle stage” beside the contact name.
   
4. The system will follow the order set in the “Customer lifecycle management” settings and move the contact to the next stage
   1. If the contact is in the last stage among progressing or lost stages, the next stage button will be disabled with a tooltip message: “This is the last stage.”
      

Clearing a contact’s lifecycle stage

If a contact no longer fits any defined stage, you can clear their lifecycle tag.

You can follow the steps below to clear a contact’s lifecycle stage:

1. Go to Inbox by clicking on the icon in the left navigation bar
2. Locate a conversation what you would like to clear its lifecycle stage
3. In the conversation, click the ”Lifecycle stage” dropdown beside the contact name.
   
4. Click on “Clear selection”
   
5. The contact’s lifecycle field will reset to empty

Filtering conversations by lifecycle stage

The Inbox sidebar includes a dedicated Lifecycle view, allowing you to filter and focus on specific contact groups.

You can follow the steps below to filter conversations by lifecycle stages

1. Go to Inbox by clicking on the icon in the left navigation bar
2. In the conversation list, click on the icon to open the “Conversation filters” menu
3. In the “Conversation filters”, click on “Lifecycle stages”
   
   
    
4. In the “Conversation filters” menu, you can:
   
   1. Select one or more stages to filter the conversations you’d like to see
   2. Use the “Search bar” to search for existing stages by name
   3. Click “Clear” to clear your selection