Every lead in your Pipeline CRM has a status that tells you where it stands in your sales process. There are 7 stages, grouped into active stages (still being worked) and closed stages (not active anymore).
This feature is available on the Engage plan
The Pipeline CRM is part of the Engage tier. Trial and Scout users can preview it but cannot save status changes, notes, or reminders. Upgrade any time from the Plan tab in the portal.
The 7 stages at a glance #
Every lead starts at New and progresses through the active stages. Closed stages mark the end of the relationship — either as a win, or as a clear no.
| Group | Stages | What it Means |
|---|---|---|
| Active | New → Connected → Qualified → Appointment → Converted | Stages where you are still actively working the lead. |
| Closed | Not Interested, Disqualified | Stages where outreach has ended. Stop spending time here. |
Stages are flexible
You do not have to march a lead through every stage in order. Most leads will skip stages — for example, jumping from New straight to Converted if they say yes on the first call. The stages are guides, not requirements.
New #
New
The default starting stage for every lead. Carriers in New have not been contacted yet — or you have tried and not yet connected. By default, every carrier in your lists starts here.
When to use: When a lead has just been added to your pipeline and you have not started working it yet. Leave a lead in New until you have a real conversation with someone at the company.
Default conversion probability: 5%
Connected #
Connected
You have spoken to someone at the carrier. This might be the owner, a dispatcher, a safety manager, or any decision-maker or influencer. The conversation has happened — though it may not have led anywhere yet.
When to use: After a successful first contact (live phone call, in-person visit, email reply). Move to Connected even if they did not commit to anything — the important thing is that you reached a real person.
Default conversion probability: 25%
Qualified #
Qualified
You have confirmed this carrier is a good fit and there is real interest. They have drivers who need DOT physicals, your services match their needs, and they have indicated they would consider working with you.
When to use: When a contact at the carrier has expressed clear interest and you have confirmed they meet your basic fit criteria (size, location, exam volume, decision-making authority).
Default conversion probability: 60%
Appointment Set #
Appointment Set
You have a confirmed appointment, exam, or follow-up meeting on the calendar. This is the "closing" stage — the carrier is committed enough to schedule something.
When to use: Move a lead here as soon as you have a date and time on the calendar. Whether it is a clinic visit, a discovery call, or a quote review, scheduling is a strong buying signal.
Default conversion probability: 80%
Converted #
Converted
The carrier became a customer. They have done their first DOT physical, signed a service agreement, or otherwise crossed the line into being a paying client.
When to use: Mark a lead as Converted on the day they become a real customer. This is the win condition — pipeline value calculations and conversion rate metrics depend on this stage being accurate.
Default conversion probability: 100%
Not Interested #
Not Interested
The carrier explicitly told you they are not interested. They might have an existing provider they are happy with, no DOT physical needs right now, or simply no interest in switching vendors.
When to use: Use this for a clear "no" from the carrier. Different from Disqualified, which means you decided they are not a fit. This is when they decided.
Default conversion probability: 0%
Disqualified #
Disqualified
You have decided this carrier is not worth pursuing. They might be too small, in the wrong location, out of business, have a bad reputation, or have a fleet that does not match your service area.
When to use: When you decide proactively to stop working a lead. This is your call — not theirs. Use it to keep your active pipeline clean of leads you have already disqualified.
Default conversion probability: 0%
Conversion probability by stage #
Each stage has a default conversion probability used to estimate pipeline value — the dollar amount of revenue your active leads represent if they convert at the expected rate.
| Stage | Probability | Why |
|---|---|---|
| New | 5% | Not yet contacted — mostly noise. |
| Connected | 25% | Real conversation, but no commitment yet. |
| Qualified | 60% | Confirmed fit and interest — high likelihood. |
| Appointment Set | 80% | On the calendar — very likely to close. |
| Converted | 100% | Already a customer — counted as won. |
| Not Interested | 0% | Explicit no — excluded from pipeline value. |
| Disqualified | 0% | Removed from active outreach — excluded from pipeline value. |
You can customize these probabilities
If your numbers run differently than the defaults, open Profile → Pipeline Probability Settings and adjust each stage. Pipeline value calculations update automatically.
Moving leads between stages #
You can update a lead's stage from three places:
- The Lead Detail Panel — click any lead, then tap a stage button at the top.
- The Kanban Board — drag a card from one column to another.
- The List View — click the status badge in any row to open a quick dropdown.
See Updating Lead Status for the full walkthrough of each method.
