Pipeline, statuses and logging calls

The Pipeline board tracks prospects across statuses: Prospect, Contacted, Follow-Up, Appointment Scheduled, Converted, Not Interested, Do Not Call, and Invalid. The Workspace is the day-to-day view of contacts that are due for a call or follow-up, so telemarketers and reps can work a focused queue.

There are two ways to change a contact's status, and they do different things.

1. Log a Call (on the contact's panel, or in the softphone when a call ends). Use this whenever you have just spoken to or tried to reach the prospect. Pick the outcome and save: the status updates automatically, Last Contacted is set, and the call, your notes and the follow-up date are recorded on the timeline. The follow-up date is optional: use the +1d/+3d/+7d shortcuts, pick any date, or choose None if no follow-up is needed (the contact then leaves the follow-up queue). This is the path that feeds call analytics, Team Pulse and conversion goals, so always log real calls here rather than changing the status by hand.

The softphone's Save after a call to a contact is the same Log a Call: the same outcomes, notes and follow-up, and the same result on the contact. So a call saved in the softphone does not need logging again on the contact's panel. Saving the same call twice logs it once, and a call you already logged on the contact's panel or in the Call Queue is not logged again when you save it in the softphone. Logging a call needs the Log Calls permission, and when your workspace keeps prospects to their assignee you can log calls only on contacts assigned to you. When the softphone cannot log a call on the contact, for example because it is assigned to someone else, Save still keeps the call result and says why the call was not logged. Calling the next contact without saving closes the last call, and the softphone says when that leaves the contact with no log. After any logged call, the Workspace, the Call Queue tabs, Contacts and an open contact panel show the new status and Last Contacted straight away, with no reload.

2. The status dropdown (the status pill under the contact's name, at the top of their panel). This changes the status only; no call is recorded. Use it for changes that happened off the phone: a prospect who booked a meeting by email, correcting a wrong status, a cancelled appointment, or reactivating an old contact.

There is also a Follow-up line on the contact's panel, under Lists and Assignment, that shows the next follow-up date (or "No follow-up"). Open it to set or change the date without logging a call: use the +1d/+3d/+7d shortcuts, or Pick a date for any other day, or Clear if no follow-up is needed (the contact then leaves the due queue and won't show as overdue), then Save.

Rule of thumb: if it happened on a call, log the call and let the status follow. If it happened off the phone, set the status from the dropdown and the next step on the Follow-up line.

Do Not Call also stops their sequences and puts them on the Suppression List. When a person moves someone to Do Not Call by hand (Log a Call, the softphone's Save, the status dropdown, the Pipeline board, the Copilot, the API, or accepting a meeting's suggested status), two things happen. First, whoever does it, that contact's running sequences stop and any emails queued for them are cancelled, straight away; this needs no approval because it is about that one contact. Second, their email goes on the Suppression List. A Super Admin's move adds it straight away, with a note of who did it and when, and they come off every contact list; before that, the board and the status dropdown ask the Super Admin to confirm and say what will happen. Anyone else's move sends the address to the Super Admin for approval on Edit Requests; the screen says so. Someone already on the list, or already waiting for approval, is not added or asked for twice, and once a Super Admin has turned a contact down, marking them again within 30 days does not ask again. A contact with no email address cannot go on the list, and the screen says so; their sequences still stop and the Do Not Call status still stops every call to them. An automation or workflow step that sets the status is not a move by hand: it does not stop sequences or add anyone to the Suppression List. Once someone is on the Suppression List, only a Super Admin can move them out of Do Not Call, whichever way: anyone else who tries is told "They are on the Suppression List, so only a Super Admin can take them off Do Not Call", and nothing changes. An automation or workflow step, or a meeting's suggested status applied automatically, cannot move anyone out of Do Not Call unless a Super Admin set it up; a meeting's suggestion then waits for someone to accept it. When a Super Admin moves someone out, the screen says what still makes them Do Not Call: remove their entry on the Suppression List page, then use Clear Do Not Call on their contact. Until a Super Admin approves a request, the person who moved them can move them back, and that withdraws the request: it leaves Edit Requests, and Approve checks again and skips anyone no longer in Do Not Call. If the move back lands while an approval is already being applied, they may still be added to the Suppression List; that errs on the side of not contacting them, and a Super Admin can remove the entry. Until then, and if a Super Admin turns the request down, they are still never emailed or enrolled in a campaign while they are in the Do Not Call status.