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Customizing Pipeline Stages

Your pipeline stages represent the steps a deal moves through in your business, from first inquiry to final payment. CustomerFlows generates trade-specific stages when you sign up, but you can customize them at any time to match your exact workflow.

Pipeline stage customization is available on all tiers, including Starter.

How to Customize Stages​

  1. Go to Settings, then Pipeline
  2. Select the pipeline you want to edit (if you have multiple pipelines on Growth or Scale)
  3. You'll see your current stages listed in order

To rename a stage: Click the stage name and type the new name. Press Enter or click away to save.

To add a stage: Click Add Stage at the bottom of the list. Enter a name and it appears as the last stage. Drag it to the correct position.

To remove a stage: Click the trash icon next to the stage name. You'll be asked what to do with deals currently in that stage (move them to another stage or leave them unassigned).

To reorder stages: Drag stages up or down. The order represents the left-to-right flow in your pipeline view.

Changes save automatically and take effect immediately across all team members.

Default Stages by Trade​

TradeDefault Stages
HVACInquiry, Dispatch Scheduled, On-Site, Quote Sent, Approved, Scheduled, Completed, Paid
RoofingInspection Scheduled, Quote Sent, Approved, Job Scheduled, Completed, Paid
PlumbingNew Call, Dispatched, On-Site, Invoice Sent, Paid
LandscapingInquiry, Site Visit Scheduled, Quote Sent, Approved, Scheduled, Completed, Paid
ElectricalInquiry, Dispatch Scheduled, On-Site, Quote Sent, Approved, Scheduled, Completed, Paid
CleaningInquiry, Walkthrough Scheduled, Quote Sent, Approved, First Clean Scheduled, Completed, Paid
General ContractingLead, Estimate Scheduled, Bid Submitted, Awarded, Permit, In Progress, Completed, Paid

You can keep these as-is, modify individual stages, or replace them entirely.

Best Practices​

Match your actual workflow, not an idealized version. If your team doesn't do formal estimates for small jobs, don't include an "Estimate" stage. If every job requires a permit, add a "Permit" stage. The pipeline should reflect how work actually moves through your business.

Keep it to 5-8 stages. Fewer than 5 and you don't have enough granularity to spot bottlenecks. More than 8 and team members won't update consistently because it feels like too many steps.

Name stages with action-oriented labels. "Quote Sent" is better than "Quoting" because it describes a completed action, making it clear when a deal should move to this stage.

Always include a "Lost" stage. Deals that don't close are as valuable for analysis as deals that do. When you lose a deal, move it to Lost and log why (see Lost Reasons). After 3 months, patterns in your lost reasons reveal exactly what to fix.

Add a "Paid" stage separate from "Completed." A completed job isn't done until you're paid. Separating these stages lets you track outstanding receivables at a glance.

Examples of Custom Pipelines​

HVAC company with separate emergency and scheduled workflows:

Pipeline 1: Emergency Service

  • Emergency Call, Dispatched, On-Site, Repaired, Invoice Sent, Paid

Pipeline 2: Scheduled Installations

  • Inquiry, Site Survey, Quote Sent, Approved, Permit, Scheduled, In Progress, Completed, Paid

Roofing company with insurance and non-insurance tracks:

Pipeline 1: Insurance Claims

  • Inspection Scheduled, Inspection Complete, Claim Filed, Approved by Adjuster, Job Scheduled, Completed, Paid

Pipeline 2: Direct / Cash Jobs

  • Inquiry, Quote Sent, Approved, Scheduled, Completed, Paid

Multiple pipelines are available on the Growth tier (up to 5) and Scale tier (unlimited).

FAQ​

Can I customize stages on the Starter plan? Yes. Stage customization (add, remove, rename, reorder) is available on all plans including Starter. The Starter plan is limited to 1 pipeline. The Growth plan allows up to 5 pipelines. The Scale plan allows unlimited pipelines.

What happens to deals when I remove a stage? You're prompted to move existing deals to another stage or leave them unassigned. Deals are never deleted when a stage is removed.

Can different team members see different pipelines? Not currently. All team members see all pipelines. Pipeline-specific access controls are on our roadmap.

Can I change the color of stages? Stage colors are automatically assigned based on position (progressing from blue to green as deals move forward). Custom colors are on our roadmap.

Need help? Email [email protected] or ask in r/CustomerFlows.