The primary objective of a Pipeline is to organize operational logic and define how an interaction progresses, adapting to various business purposes such as: Sales, Support, After-Sales, Collections, or General Routing.
Key Capabilities for End Users
As a user, the platform provides you with the necessary tools to manage and optimize your team's workflows:
Visibility & Understanding: View existing Pipelines, understand the current service structure, and review the specific stages within each workflow.
Creation & Customization: * Create new Pipelines from scratch.
Add new stages to an existing workflow.
Design differentiated journeys based on the type of customer interaction.
Adapt structures to fit the specific needs of different business areas.
Configuration: Define the Pipeline's name, the sequence of the workflow, organization criteria, and the relationship or transition rules between stages.
Decision Making: Create vs. Edit
To keep your workspace organized and efficient, please consider the following criteria before making structural changes:
You should CREATE a NEW Pipeline when:
A clearly distinct business operation or department is established.
The process requires a completely separate service logic.
The interaction journey should not cross paths or share stages with current workflows.
A specific structure is required per channel, service type, or business unit.
You should EDIT an EXISTING Pipeline when:
The current service or communication process has evolved or changed.
Unnecessary stages are identified and need to be removed, or critical steps are missing.
Conversations are routing through an incorrect path and require adjustment.
It is necessary to optimize or reorder the current workflow for better efficiency.
💡 Corporate Best Practices
To ensure optimal performance and facilitate cross-team collaboration, we recommend applying the following guidelines:
Clear Naming Conventions: Use descriptive and standardized names that immediately identify the Pipeline's purpose (e.g., Technical Support - Tier 1).
Efficiency First: Avoid creating duplicate Pipelines unless there is a clear operational justification.
Simplicity: Keep structures straightforward; an overly complex workflow can lead to operational bottlenecks or errors in service.
Continuous Maintenance: Periodically review your Pipelines to ensure the configured journey still accurately reflects your actual business operations.
Already know which Pipeline you need and want to create or edit it step-by-step? Check out the Workflow Creation Guide or How to Edit a Pipeline.