Skip to main content
Your sales pipeline is the people you are working to turn into customers. It lives on the Leads tab of Members: each lead is a contact with a stage, a source, and a staff member assigned to follow up. You see them as a board with a column per stage, or as a list. Owners, managers, and front desk staff use it to follow up on enquiries and trials until people buy.

​
When to use it

  • Turn trial enquiries into members - a padel gym adds everyone who asks about a trial as a lead in New lead, moves them to Trial booked when they book, and lets them leave the board on their own when they buy a membership.
  • Let forms and the website fill the pipeline - an open-day signup form adds every submitter to New lead under the Event source, and enquiries from your website’s contact form arrive under Website.
  • Share out follow-ups - a manager selects ten new leads on the list, assigns them to a coach, and an automation notifies that coach.
  • Keep quiet leads from cluttering the board - leads with no activity for 30 days move to Cold overnight, and can warm up again later.

​
How it works

The pipeline is part of the contact record, not a separate record. A contact is in the pipeline when they have a stage. The same stage, source, and assignee show on the board, the list, the contact’s profile, and in automations.
  • A lead is a contact in the pipeline who has never been a customer. Being in the pipeline is what makes a contact’s type Lead. You don’t set the type by hand.
  • Only someone who is not a customer right now can enter. A plain contact, a lead, a lapsed member, or a drop-in can be added. A drop-in or lapsed member you are selling a membership to stays in their own type, and their card shows it.
  • Leads convert by themselves. On their first paid purchase after entering the pipeline (a membership or a pass), a lead becomes a customer and leaves the board. A free or unpaid plan does not convert anyone. There is nothing to close by hand.
  • There is no won or lost. The one Cold stage is for leads who went quiet. It is reversible and asks for no reason, because a “not now” in March can be a member in May. A Cold lead is still a lead.
  • A source is first-touch. The source records where a contact first came from, and entering the pipeline again does not overwrite it.
Pipeline used to be a separate Deals feature under Marketing, with deal values, win probabilities, close dates, and custom deal fields. Deals were replaced by the pipeline on the contact. Each contact’s latest open deal became their stage, source, and assignee (a lost deal became Cold), and deal notes became contact notes. Old Pipeline and Deals links open the Leads tab.

​
The Leads tab

Go to Members and open the Leads tab. The tab is always shown, even when the pipeline is empty, because an empty board is where you add your first lead. Its badge counts everyone in the pipeline. Use the icons in the toolbar to switch between Board and List. The page remembers your choice in this browser.

​
Board

The board has one column per stage: your open stages in order, then Cold last. Each column header shows the stage name and the number of leads in it. Each card shows:
  • the contact’s name,
  • their source, as a colored chip,
  • their type, when they are not a lead (for example Drop-in or Lapsed),
  • their next booking, when they have one,
  • who they are assigned to, or Unassigned.
To move a lead, drag the card to another column. The three-dot menu on a card offers View profile, Mark as cold, and Remove from pipeline. Removing a contact from the pipeline keeps the contact and takes them off the board. Click a card to open the lead: their contact details, their stage, source, and assignee under Pipeline, and their notes, which you can add to on the spot. View profile opens their full profile. When a column holds more leads than it shows, click Show more at its foot. The list opens, filtered to that stage.

​
List

The list shows the same leads as rows, with Stage, Source, and Assigned to right after the name. Columns a lead does not have yet, such as type, memberships, and levels, are left out. Click a row to open the contact’s profile.

​
Filters

Besides the usual member filters, the Leads tab filters by Source and Assigned to. The list also filters by stage. Filters stay in the URL, so you can bookmark “my leads from Instagram” or share it.

​
Adding leads

  • Add lead - on the Leads tab, the outlined button at the top right is Add Lead. It is also in the + menu on every Members tab. Fill in the contact details and, under Pipeline, the stage, source, and assignee. The stage starts at your default stage.
  • From a board column - click + on a column header to add a lead that starts in that stage.
  • From a contact’s profile - the Pipeline block on the contact card has Add to pipeline for anyone who is not a customer. For someone already in it, change the stage, source, or assignee in place.
  • From a form - turn on Add submitters to the pipeline on a form and choose a stage and a source. People who submit it become leads, unless they are already customers. A signup form can’t do this, because whoever signs up becomes a customer.
  • From your website - enquiries from the contact form on your website arrive under the Website source.
  • From an automation or the API - the Move to pipeline stage automation step and the platform API add and move contacts too.

​
Bulk moves and assignment

Select leads on the list with the checkboxes. The bulk action bar adds Move to stage and Assign to to the usual member actions. The result tells you how many contacts were updated.

​
Automations

Automations can work the pipeline for you:
  • Trigger - “When a contact’s pipeline stage changes”, narrowed with From stage (any of) and To stage (any of). A lead moved to Cold by the inactivity rule fires it too.
  • Steps - Move to pipeline stage and Assign to staff member.
  • Entry conditions - In pipeline stage and Came from source.
  • Recipient - Assigned staff member notifies whoever the contact is assigned to.

​
Pipeline settings

Stages and sources are set under Settings > Members > Pipeline. The page has two sections, Stages and Sources. Changing them needs organization settings manage access.

​
Stages

Every organization starts with four stages: New lead (the default), Contacted, Trial booked, and Cold. Click Add stage to add one, or click a stage to edit it. Drag the handle to reorder stages. The board shows the open stages in this order from left to right, with Cold always last. Each stage shows chips for its kind (Open or Cold), Default on the default stage, and how many contacts are in it. A stage has:
  • Name and Color - the column label and its accent color.
  • Default stage (open stages only) - new leads from Add lead and from forms start here. Exactly one open stage is the default. To move the default, turn it on for another stage.
  • Move leads here after this many days without activity (Cold only) - leads with no activity for that many days (1 to 365) move to Cold overnight. Leave it empty to move leads to Cold only by hand.
Activity means a stage move, a booking, a form submission, or a message exchanged with the person. Campaign blasts and automated messages don’t count, so they don’t keep a lead warm. You can’t delete the Cold stage, the default stage, or a stage that still has contacts in it. Move its contacts to another stage first.

​
Sources

Sources record where a contact came from. Every organization starts with Walk-in, Website, Referral, Social media, Advertising, Event, and Other. Click Add source to add one. Each source has a Name, a Color (used for the chip on the board), and an Active switch. Drag the handle to reorder. Deleting a source leaves the contacts filed under it with no source. To keep their history, switch the source off instead.

​
Reporting

The Marketing Dashboard in Analytics shows new leads, how many converted, cohort conversion within 30, 60, and 90 days, the median days to convert, and conversion by source, so you can see which sources bring people who buy. See Marketing analytics.

​
Who can do what

Members permissions apply to the whole organization, not to a single Club. See Roles and permissions.

​
Troubleshooting