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Deals move through ordered stages, each move recorded, and lost deals carry a reason.
Accounts are companies, contacts are people and opportunities are deals, each in a pipeline of stages your team defines.
In Desk an account is the company or client (it starts life as the lead), a contact is a person at it, and an opportunity is a deal. Each opportunity sits in a pipeline, which is an ordered list of stages your team defines: for example enquiry, demo booked, proposal sent, negotiation, won, lost.
An organisation can run more than one pipeline, which helps when a business sells two different things with different sales cycles. There is a default pipeline for reports that do not name one.
Deals move to a real stage of their pipeline; AI assistants look up the list first.
A deal moves to a specific stage of its pipeline. When an AI assistant moves deals it looks up the real stage list first rather than guessing a name.
A stage change can carry a note explaining why the deal moved.
A stage change can carry a note, so the next person sees why the deal moved, not just that it did.
Losing a deal asks for a reason, which feeds the lost reasons report.
Moving a deal to a lost stage asks for the reason. Those reasons feed the lost reasons report.
| Report | What it answers | Default window |
|---|---|---|
| Overview | How the pipeline looks right now | 30 days |
| Funnel | How many deals reach each stage of a pipeline | 90 days |
| Time in stage | Where deals sit longest | 90 days |
| Lost reasons | Why deals were lost, grouped | 90 days |
| Team performance | Results by salesperson (admins only) | 90 days |
Any report can be run for a window of 1 to 365 days.
Calls, meetings, tasks and emails are logged against each account, so the pipeline holds a history, not just names.
Every call, meeting, task and email is logged against the account, so the pipeline is not a list of names but a history. Stalled deals are picked out in the monthly review, new leads come in through leads and contacts, and won deals carry on in projects and tasks. If you need leads from WhatsApp routed straight into a pipeline, that is a build we do as WhatsApp CRM automation service.
Yes. An organisation can have several pipelines, each with its own ordered stages.
Admins only. Other reports are available to members.
Moving a deal to a lost stage takes a lost reason, and that is what makes the lost reasons report useful.
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