Set up and automate Pipelines

This guide is for administrators and managers who design pipeline stages, service targets, and automation rules.

The friendly item name appears throughout the board and reports. Choose language your team already uses.

Each new item receives a readable ID made from an account prefix, a pipeline prefix, and a number—for example, ACM-SALES-42.

Changing a prefix affects newly enrolled items only. Existing IDs do not change.

Open Manage pipeline to add, edit, reorder, or remove stages. Each stage has a name, color, and type.

Stage type affects reporting. It lets Peach separate work in progress, successful resolutions, and unsuccessful resolutions.

Before deleting a stage, move its current items elsewhere.



The response-time SLA is the target for sending the first outbound response after an item enters an open stage.

For example, if working hours end at 5:00 PM and a ticket enters a stage at 4:55 PM, only five working minutes pass before closing time. Measurement continues when working hours resume.

Set a realistic default for most stages, then override only stages with a genuinely different expectation. A support pipeline might use 15 minutes for New and 60 minutes for Waiting for specialist.

Business-hours response metrics use the applicable working schedule. If an assignee does not have a custom schedule, Peach falls back to the account's office hours.

Keep office hours and team availability current so business-time response reports reflect when people were expected to work. Analytics also shows elapsed time, allowing you to see the customer's full wait even when it spans nights or weekends.

Enable Allow re-enrollment when the same contact may legitimately go through the process again.

When enabled, enrolling a contact whose earlier item is Won, Lost, or dropped off archives the earlier round and creates a new item in the first open stage. Peach does not duplicate an item that is still actively in progress.

Drop-off tracking helps your team find contacts that have gone quiet.

For each stage, configure:

The inactivity clock can be based on:

Peach evaluates drop-off rules approximately every 15 minutes, so a status may not change at the exact threshold minute.



Open the pipeline's Automations tab to create rules for two common jobs:

A rule normally contains:

New rules are active when created from the pipeline unless you later turn Active off. Use a narrowly defined trigger while testing, then broaden it after confirming the behavior.

For enrollment rules, the starting stage is optional. When it is blank, Peach uses the pipeline's first open stage. You can also choose other pipelines that block enrollment while the contact has work in progress there.

For stage-transition rules, choose a destination stage. The first stage cannot be used as a destination for this rule type.

Select Via API when another system will start the rule instead of a Peach event. Use the full automation editor when the workflow needs multiple steps or more complex behavior.

In a stage's Automation settings, select automations to run when an item:

These are existing Peach automations attached to stage lifecycle events. Create or edit the automation itself in Peach Automations.



An automation can react when an individually sent template message is created, sent, delivered, read, or failed. You can optionally filter by template and source.

A common pattern is:

These triggers apply to individually sent templates. Broadcast or campaign sends do not create one pipeline automation event per recipient.