By breaking down a journey into different stages, your team can maintain detailed control over how each interaction is handled from initiation to resolution.
Some common examples of stages within an operational workflow include: Welcome, Needs Identification, General Information, Sales, Support, Routing, and Closure.
Stage Management and Configuration
As a user, the system allows you to manage each stage to ensure the conversation journey is fluid and logical.
What actions can you perform?
Explore: View existing stages and understand the specific function each one serves within the overall workflow.
Design: Create new stages and reorganize the conversation journey as your service operations evolve.
Audit: Review and analyze whether a stage is effectively meeting its intended business objective.
When creating or editing a stage, you can configure:
The name of the stage (for quick identification).
Its primary function within the workflow.
Its placement or position within the overall Pipeline journey.
Its relationship and transition rules to other stages.
The expected behavior (what should happen when a conversation enters this stage).
Decision Making: When should you create a new stage?
To maintain order and efficiency in your processes, we recommend adding a new Stage when you encounter the following scenarios:
Lack of clarity: The current service process is confusing and needs to be broken down into smaller steps for greater transparency.
Overloaded functions: An existing stage is trying to handle too many tasks at once, leading to operational inefficiency.
Process separation: You need to isolate distinct moments within the workflow (for example, separating "identity validation" from "issue resolution").
Structuring: The customer journey requires a more logical, sequential, and organized order.
💡 Corporate Best Practices
To ensure your workflows remain agile and easy for the entire team to maintain, keep these recommendations in mind when working with stages:
Single focus: Ensure that every stage has one clear and specific function.
Avoid bottlenecks: Prevent a single stage from trying to resolve too many objectives at once. It is always better to have two simple stages rather than one overly complex one.
Direct naming conventions: Use simple, standardized names that are easily understood by any member across the organization.
Already know which stage you need to create or modify? Check out the Guide to Creating a Workflow to create stages step by step, How to edit a Pipeline if you need to edit, reorder, or delete an existing one, or How to Add Transfer Messages in Human States if you're working with Human Intervention stages.