Set up and automate Pipelines

this guide is for administrators and managers who design pipeline stages, service targets, and automation rules create a pipeline go to pipelines open the pipeline switcher and select new pipeline enter a name and optional description choose the singular and plural name for entries, such as lead and leads or ticket and tickets review the item id prefix save the pipeline the friendly item name appears throughout the board and reports choose language your team already uses understand item ids 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 create and arrange stages open manage pipeline to add, edit, reorder, or remove stages each stage has a name, color, and type stage type use it for open work that is still in progress, such as new, qualified, or waiting for customer won a successful final outcome, such as won, purchased, or resolved lost an unsuccessful final outcome, such as lost, unqualified, or closed without response 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 configure response time targets the response time sla is the target for sending the first outbound response after an item enters an open stage a new pipeline defaults to a 15 minute sla the pipeline sla applies to all open stages by default a stage can override the pipeline target when it needs a different response time sla time is measured using working hours, not simply all clock time 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 configure working hours and availability 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 allow re enrollment 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 configure at risk and drop off tracking drop off tracking helps your team find contacts that have gone quiet for each stage, configure when to flag an item at risk how much longer to wait before marking it dropped off which event starts or resets the inactivity clock the reason shown when an item drops off the inactivity clock can be based on basis the timer starts from last activity of any kind the latest relevant activity on the item stage entry when the item entered its current stage last outbound message the most recent message your team sent peach evaluates drop off rules approximately every 15 minutes, so a status may not change at the exact threshold minute create enrollment and stage transition automations open the pipeline's automations tab to create rules for two common jobs enrollment rule adds a contact to the pipeline when a trigger matches stage transition rule moves an existing item when a trigger matches a rule normally contains a trigger, such as a message, contact, webhook, or template message event optional conditions that narrow which events qualify an action that enrolls the contact or moves the item 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 configure stage lifecycle automations in a stage's automation settings, select automations to run when an item enters the stage exits the stage drops off from the stage these are existing peach automations attached to stage lifecycle events create or edit the automation itself in peach automations use template message status changes 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 enroll a contact when a template is created or sent move the item when it is delivered or read move failed messages to a review or bounced stage these triggers apply to individually sent templates broadcast or campaign sends do not create one pipeline automation event per recipient suggested configurations sales labels lead / leads stages new → contacted → demo → negotiating → won / lost default sla 15 minutes at risk after two days without activity in negotiating re enrollment enabled if repeat purchases are common customer support labels ticket / tickets stages open → in progress → waiting for customer → resolved / closed default sla 15 minutes base drop off in waiting for customer on the last outbound message customer onboarding labels customer / customers stages new → setup → training → live → completed / cancelled give stages with external dependencies longer sla and drop off thresholds