Contact lifecycle stages

Lifecycle stages help you track where each contact is in your sales/support journey.

Available stages

Setting a contact's stage

Manually

1. Open the contact
2. Find the Lifecycle Stage dropdown
3. Select the new stage
4. The change is logged in the activity timeline

Bulk update

1. Select multiple contacts in the list
2. Click "Change Stage" in the toolbar
3. Select the new stage
4. Applied to all selected

Automatic transitions

Some stage changes happen automatically:

• New inbound message from unknown number → New Lead
• No messages for 30+ days → Can be auto-moved to Churned (configurable)

Stage transition history

Every stage change is recorded:

• Who changed it
• When it was changed
• Previous stage → New stage

View this in the contact's Activity Timeline.

Using stages for campaigns

Create segments based on stages:

• "Stage = New Lead" → Send welcome sequence
• "Stage = Prospect" → Send product demos
• "Stage = Churned" → Send win-back campaign

Using stages for reporting

Track your pipeline:

• How many contacts at each stage
• Conversion rate between stages
• Average time in each stage

Tips

1. Move contacts promptly — Don't let leads sit in "New Lead" forever
2. Use with tags — Stage = where they are, Tags = what they're interested in
3. Set up automation — Auto-move to "Churned" after inactivity
4. Review weekly — Check contacts stuck in one stage too long
5. Train your team — Everyone should use the same criteria for each stage