At Darwin, you can customize pipelines to match your team’s workflow.
Below, we’ll show you how to do it.
Video Demo:
https://www.loom.com/share/dd3aa2e3e49949e880fe9c094270f9d9?sid=cbfac50d-17d5-4a1c-8fc6-7e2fe9cd8dc2
Access the pipeline
• Log in to your account.
• Go to the Pipelines section in the side menu.
• Select the pipeline you want to edit.
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Edit an existing stage
Hover over the stage you want to change and click on the edit icon (✏️).
You can:
• Change the stage name.
• Edit the description.
• Change the stage type. Available types:
🤖 Automated: the AI handles this stage automatically.
👤 Human Intervention: this stage is handled by a person (through the same channel as the AI).
🚨 Escalation (recommended in all pipelines): for conversations escalated due to SEVERE_ANGER (severe anger), HUMAN_TRANSFER (request to speak with an agent), PROMPT_INJECTION (attempt to manipulate the AI), or manually escalated.
🛑 Checkpoint: allows you to select another pipeline for quick access (pipelines can be connected to each other).
• Reorder the stage by dragging it to the position you prefer.
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Create a new stage
• Inside the pipeline, click on “Add Stage”.
• Assign a descriptive name (for example: “Pending approval”).
• Choose the corresponding stage type.
• Click Save.
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Delete a stage
• Locate the stage you want to delete and click on the edit icon (✏️).
• Click the “Delete Stage” button.
• Confirm the action in the pop-up window.
• Note: If you have leads assigned to that stage, you’ll be asked to move them to another one before confirming.
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Visually order the stages
• You can drag and move the stages within the pipeline to arrange their order (first, second, etc.). This helps improve the visualization of the flow.