Leads, Pipeline, and Conversations

Every chat starts as a conversation. When Concierge has a way to reach someone (email, phone, or channel handle) — or you import a contact list — that person appears on Leads. Pipeline is the same people (and still-anonymous chats) arranged by stage.

Leads list

Leads is your contact inventory and follow-up queue: live captures from website chat, WhatsApp, Telegram, and Instagram, plus contacts you import from a spreadsheet or another CRM. Use it to triage new captures, set temperature, open the conversation, and confirm the right phone or email. Anonymous website visitors without contact details stay under Conversations (and may appear on Pipeline) until contact is captured.

Import contacts from the Leads desk. Choose whether the file is prospects (default status New) or existing customers (default status Contacted so the New KPI does not spike). Imports do not use your monthly lead quota.

Pipeline board

1. 1
   Open Pipeline

   Stages are your funnel (e.g. New → In contact → Negotiation → Won / Lost). Drag cards as the commercial conversation moves. Cards can exist for chats that are not yet on Leads.

2. 2
   Enrich the card

   Add tags, custom fields, and notes so the next teammate has full context. Link back to the live session when context is in the transcript.

3. 3
   Automate carefully

   Automations and outbound webhooks can fire on pipeline events. Start with one reliable integration (your panel or sheet) before stacking many rules.

When to use which

• Conversations: live chat, handoff, unread
• Pipeline: stages, ownership, notes on every active chat
• Leads: people you can reach (captured or imported) — not anonymous website sessions

• Someone reviews new leads daily during pilot
• Stage names match how sales talks about the funnel
• Existing client lists are imported as contacts (existing-customers intent), not left as a separate spreadsheet
• Spam/duplicate handling is agreed so metrics stay honest