The Sales area is where your agency tracks every prospective new service from first contact through enrollment. Each potential piece of business is called a service (a single service type set up for one client), and Sales is the pipeline view that shows all of your open service leads in one table. From here you can read and filter your leads, create new ones, and move each lead through its stages until it becomes an active client.
This guide covers how the pipeline is organized, the setup you do once in Settings, how to read and filter the leads table, how to create a lead, how to move a lead through its stages, and how to fix the most common things that trip people up.
How the sales pipeline is organized
Three building blocks power the pipeline. Two of them are set up once in Settings; the third is the lead record itself.
Workspace Services are the offerings your agency sells (for example, your different care service types). Every service lead is linked to exactly one Workspace Service.
Stages are the fixed steps a lead moves through. There are nine, and they cannot be renamed: Opportunity, Qualification, Development, Decision, Enrollment, Active, Transition, Paused, and Archived. The first four (Opportunity through Decision) are your sales stages. The stage is what actually drives where a lead lives: once a lead reaches Enrollment, it has become a client and leaves the Sales table. (Internally the last stage is called "inactive," but it shows everywhere in the app as Archived.)
Statuses are optional, customizable labels you create inside a stage to describe exactly where a lead sits (for example, "Interested" or "Awaiting Assessment"). Statuses are optional per stage — a stage can have none.
Stage vs. status, in short: the stage is the fixed step that controls behavior (whether the lead shows in Sales or has moved on to Clients); the status is your own custom label for nuance within a stage. Changing the status alone never moves a lead out of Sales — only changing the stage does.
Where new leads start: every new service you create begins in the Opportunity stage.
Set up your Workspace Services
Workspace Services are the catalog you choose from when creating a lead, so it helps to review them first.
In the left sidebar, click Settings.
Click the Workspace Services tile ("Manage service offerings and associated rates").
Review the offerings listed here. This is also where you create and edit them. Only active (non-archived) Workspace Services can be selected when creating a lead.
If the service you need isn't there when you go to create a lead, add or un-archive it on this same tile, then return to Create Service.
Set up custom statuses for each stage
Statuses let you describe a lead's progress within a stage in your own words. You manage them in your lifecycle settings, and they become available immediately in the Sales filters and the stage/status menu after you add them.
In the left sidebar, click Settings.
Click the Lifecycles tile.
Click Services.
You'll see each stage listed with its current statuses underneath it. A stage can have zero statuses — that's fine.
To add a status, find the stage you want and click Add Status. In the dialog, enter a Status Name, an optional Description, and choose a Color, then click Save.
To change a status, click the three-dot menu to the right of that status and click Edit. Update the name, description, or color, then click Save.
To remove a status, click the three-dot menu and click Delete. If other statuses exist in the same stage, you'll be asked to pick a Replacement Status, and any leads using the deleted status will be moved to it. Then click Delete.
Read and filter the leads table
In the left sidebar, click Sales.
At the top you'll see a row of tiles for the sales stages: Opportunity, Qualification, Development, Decision, and Archived. Each tile shows how many leads are in that stage. Click a tile to filter the table to that stage; click it again to clear it. Tiles are multi-select — you can have several active at once, and they stack with any other filters you've applied.
The table below lists your leads with columns including Service, Client, Primary Contact, Stage, Status, Start Date, Primary Manager, Secondary Manager, Last Update, and Date Created. The Service column also shows the rate type in parentheses (for example, Hourly or Visit-based).
Click a sortable column heading to sort the table by that column. With no sort chosen, the table is ordered by Last Update, newest first.
To choose which columns are shown, use the columns/display control in the toolbar above the table. Your column choices are remembered for your next visit.
To narrow the list, click Filters in the toolbar. You can filter by Status (the statuses are grouped under each stage), and — only when at least one manager is assigned in the workspace — by Primary Manager or Secondary Manager. If no managers are assigned, those two submenus don't appear at all. Each filter list has a Clear option, and you can clear everything at once from the toolbar.
To find a specific lead, type into the Search box in the toolbar. Search matches the client's first and last name only — typing a full name like "John Smith" requires both parts to match. It does not search the service name, status, or manager.
The table shows 25 leads per page; use the pagination control at the bottom to move through pages. Your filters, sort, columns, and page are saved, so the view is remembered the next time you open Sales.
Note: Leads that reach the Enrollment stage or later have become clients and no longer appear in the Sales table — find them in the Clients area instead. The Archived tile is not the same as a deleted client: it shows leads in the internal "inactive" stage, which are still visible here. Clients you have deleted/archived from the workspace are filtered out of Sales entirely.
Why a Start Date cell is blank
If a lead has no real start date set yet (it's still "planned"), its Start Date cell shows empty. That's expected — set a start date on the service when one is known.
Create a new service lead
The Create Service button only appears for users with sales-management permission. If you don't see it, your role doesn't include creating leads.
In the left sidebar, click Sales.
In the top-right corner, click Create Service.
Choose a tab at the top: Existing Client if the lead is for someone already in your system, or Create New Client if you need to add a new person.
If you chose Existing Client:
Under Choose Client, select the person from the list or start typing their name to find them.
Under Workspace Service, select the service you are setting up for them.
Click Create Service. If that same service already exists for this client, you'll see a Service Already Added notice and the button changes to Add Anyway. Clicking it creates a second service of the same type for that client — see the troubleshooting note below before you do.
If you chose Create New Client:
Fill in the client's name. Only First Name and Last Name are required; Middle Name is optional.
Enter their address. Address Line 1, City, State, and ZIP Code are required; Address Line 2 is optional.
Optionally enter contact details. Email, Phone Number, and Alternate Phone Number are all optional — you can leave any of them blank.
Under Workspace Service, select the service you are setting up for them.
Click Create Service. The address is validated when you submit; if it can't be matched cleanly, a correction dialog appears so you can confirm, edit, or keep what you entered before the lead is created.
Either way, the new lead is created in the Opportunity stage and appears in the Sales table.
Manage an existing lead
In the left sidebar, click Sales.
Click the lead you want to open. This takes you to that service's detail page on the client's profile.
On the detail page, click the button that shows the lead's current stage and status. A menu opens with two labeled headings — Sales (Opportunity, Qualification, Development, Decision) and Clients (Enrollment, Active, Transition, Paused) — followed, after a separator, by the Archived stage on its own (it has no heading of its own). Pick a stage; if that stage has custom statuses, choose one from its submenu.
If the stage you pick has no custom statuses, it appears as a single clickable item with no submenu — selecting it just sets the stage with no status.
What happens when a lead reaches Enrollment
The moment you move a lead to Enrollment (or any later stage), it crosses from sales into the client lifecycle. It immediately disappears from the Sales table and becomes a client. To find it again, go to the Clients area or open the person's profile directly — the service still lives on their record.
Troubleshooting common issues
The stage/status button is greyed out
This happens when the lead's underlying Workspace Service has been archived. Hovering the button shows the tooltip "Workspace service is archived." To fix it yourself: go to Settings > Workspace Services, un-archive that service, and the stage/status button becomes usable again.
A lead vanished from the Sales table
If a lead is gone and you didn't delete it, it most likely reached the Enrollment stage and became a client. Look for it in the Clients area or on the client's profile. (Leads in the Archived stage are still in Sales — under the Archived tile.)
There's no status to choose for a stage
That stage simply has no custom statuses yet. Add them in Settings > Lifecycles > Services using Add Status, and they'll appear immediately in the stage/status menu and the Sales Status filter. In the Status filter, a stage with no statuses shows a No statuses — add in Settings link that takes you straight there.
You picked the wrong filter combination and see too few (or too many) leads
Filters stack: a selected stage tile (or several) plus a Status filter narrows to leads matching the stage selection and that status. Clear them with each submenu's Clear option, by clicking an active tile again, or with the toolbar's clear-all control.
You searched for a lead and got nothing
Search only matches the client's first and last name. If you typed the service name, a manager, or a status, you won't get a result — search by the client's name instead.
You meant to update a lead but created a duplicate
On the Existing Client tab, choosing a service the client already has and clicking Add Anyway creates a second service of the same type. If that wasn't your intent, open the extra service from the client's profile and remove or repurpose it, and update the original lead's stage/status instead.
Frequently asked questions
What stage does a new lead start in?
Every new service you create starts in the Opportunity stage. You can move it forward from the service detail page.
Where do my leads go once they're enrolled?
As soon as a lead reaches the Enrollment stage, it becomes a client and leaves the Sales table. Find it in the Clients area or on the person's profile, where the service continues to live.
What does the Archived tile show?
The Archived tile shows leads in the internal "inactive" stage — they're still in your Sales table. It does not show deleted or archived clients; those are filtered out of Sales entirely.
Why is the stage/status button greyed out?
The lead's Workspace Service has been archived. The button shows the tooltip "Workspace service is archived." Re-activate the service in Settings > Workspace Services and the button works again.
Why can't I find a lead when I search?
Search matches the client's first and last name only — not the service name, status, or manager. Search by the client's name.
Why don't I see Primary or Secondary Manager filters?
Those filter submenus only appear once at least one manager is assigned in the workspace. With no managers assigned, the submenus don't render at all.
Are Email and Phone Number required when creating a new client?
No. On the Create New Client tab, only First Name, Last Name, Address Line 1, City, State, ZIP Code, and Workspace Service are required. Email, Phone Number, Alternate Phone Number, Middle Name, and Address Line 2 are all optional.
Can I rename a stage?
No. The nine stages are fixed and can't be renamed. You can only customize the statuses within each stage, in Settings > Lifecycles > Services.
Who can create a lead?
Only users with sales-management permission. If you don't see the Create Service button in the top-right of the Sales page, your role doesn't include creating leads.