## Overview

The ConversaLabs **CRM** organizes your sales opportunities into **pipelines** (funnels). Each
pipeline has **stages** (for example, Lead, Qualified, Proposal, Negotiation, Won, Lost), and each
opportunity is a **deal** that moves across stages on a **kanban** board.

A deal brings together everything that matters about the opportunity: title, value, current stage,
priority, owner, related contact and company, expected close date and the movement history. When a
deal is won or lost, you record the date and, optionally, the reason.

## Prerequisites

- The **CRM (pipelines)** module must be enabled for the account — it is usually on by default.
- The **CRM management** permission to create and move deals. Without it, you can only view.
- Contacts created so you can associate them with deals.

## Step by step

### Create a pipeline

1. Open the **CRM** from the sidebar.
2. Create a new pipeline. You can start from a ready-made **template** (by niche) or build from
   scratch.
3. Adjust the **stages**: name, order and close probability for each.

### Create and move deals

1. Inside the pipeline, create a **deal** with a title and, optionally, value and contact.
2. Set **priority**, **owner** and **expected close date**.
   If you select a **Won** or **Lost** stage during creation, confirm the close date and reason.
   The reason is required when that pipeline rule is enabled.
3. On the **kanban** board, **drag** the deal card across stages as it progresses.
   When a conversation is linked, the kanban board, list and deal page show the channel's
   official icon and the inbox name beside the conversation number. This lets you identify
   where the customer came from at a glance and open the conversation from the same shortcut.
4. When done, mark the deal as **Won** or **Lost**, providing the date and the reason.
5. Need to correct the **opening date** (for example, a deal registered late)? On the deal
   page, click the opening-date badge next to the title — or edit the **Opening date** field
   in the form. The sales cycle and reports then use the corrected date.

## Settings & options

- **Stages**: each stage has a name, color and **probability** (the "Won" stage is 100% and "Lost"
  is 0%).
- **Pipeline templates**: a catalog of ready funnels by niche (B2B sales, real estate, e-commerce,
  post-sales, onboarding and more) to start quickly.
- **Deal fields**: title, value, currency, priority, owner, contact, company, team, opening date
  and expected close date.
- **Deal health**: the platform can compute a health indicator to flag stalled or at-risk deals.
- **Filters and saved views**: save combinations of pipeline, period and filters to reuse.

## Use cases

- Track a visual sales funnel, with each deal in its stage.
- Prioritize the portfolio by expected close date and deal health.
- Connect the customer's conversation directly to the corresponding deal.
- Measure conversion rates by stage and by pipeline in reports.

## Tips, limits & best practices

- Start with a simple pipeline; too many stages make the funnel hard to read.
- Keep stage **probability** realistic — it feeds revenue forecasts.
- Use the expected close date to prioritize and avoid forgotten deals.
- Always record the **loss reason** to learn from opportunities that did not close.

## Troubleshooting

- **I cannot move a deal**: confirm you have the CRM management permission.
- **I do not see the CRM**: the module may be disabled for the account — ask an administrator.
- **The forecast value is off**: review the stage probabilities and each deal's value.

After archiving succeeds, the deal leaves the active-deals view without a page refresh. The archived view keeps those records available for review. If the operation fails, check the error message before retrying.

## See also

- [Contacts and CRM overview](/hc/ajuda/articles/contacts-crm-overview-en)
- [Deals: notes, attachments, checklists, line items and automatic value](/hc/ajuda/articles/contacts-crm-crm-notas-anexos-checklists-line-items-valor-en)
- [Companies and contact linking](/hc/ajuda/articles/contacts-crm-empresas-en)
- [Orders Registry in the CRM](/hc/ajuda/articles/contacts-crm-crm-orders-registry-en)