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). Use this whenever you have just spoken to or tried to reach the prospect. Pick the outcome and save: the status updates automatically, 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.

2. The status dropdown (top right of the contact's 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 section on the contact's panel where anyone can set or change the next follow-up date without logging a call: pick a date, use the +1d/+3d/+7d shortcuts, or choose None if no follow-up is needed (the contact then leaves the due queue and won't show as overdue).

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 in the Follow-up section.