You're looking at your pipeline and trying to figure out what's actually happening. Some leads replied, some booked tours, some disappeared, and others might already be customers, but the stages don't reflect reality.
Conversation stages in AI Hub fix that. They show exactly where each conversation stands, from first contact to final outcome, and update automatically when something changes.
Conversation stages
The conversation stage represents the current lifecycle phase of a conversation. It is used to track where a conversation stands in the process from initial contact to a closed outcome.
These are the conversation stages and what they represent:
Open – The initial stage of a conversation.
Tour Booked – Used when the user has already booked a tour with the space.
Onboarding Form Submitted – Used when the user has submitted the onboarding form they received.
Disqualified – Used when the lead has been disqualified (usually if they don't meet community criteria or are looking for a product you don't offer).
Won – Used when you have successfully sold the products and services the user was looking for.
Lost – Used when you failed to sell the products and services the user was looking for (similar to Disqualified).
Following Up – Used when the initial communication was interrupted, so you decided to follow up because the conversation did not conclude.
Not Recovered – When you follow up, and there is no response from the customer.
Recovered – Used when you have followed up on a previously started and abandoned conversation, and the user has re-engaged in the communication.
How are conversation stages used?
Conversation stages are used to manage and report on the progress of conversations throughout their lifecycle. Each stage reflects how close the conversation is to a concrete outcome and drives how the team should interact with it.
Examples of how stages affect conversations:
Workflows and automations can be conditioned on specific stages (for example, sending follow-up reminders only for active stages).
Reporting and forecasting rely on stages to distinguish active pipeline from closed outcomes (Won or Lost).
Team priorities are often driven by stage: earlier stages require qualification, while later stages require closing activities.
Additional context about the conversation, so you know whether you have a follow-up, for instance.
Inactive stages, such as Won, Lost, and Disqualified, indicate that a conversation has reached a final outcome and should not normally be progressed further, while earlier stages remain active and eligible for automatic transitions.
You can change stages manually, but the stage automation will override manual changes.
Automatic stage transitions via email notifications
Certain email notifications can trigger automatic transitions of the conversation stage when their content or metadata matches specific rules.
Trigger | Pre-conditions | To stage | Additional notes |
Tour booking form submitted | The content of the notification suggests this is a tour booking made | Tour Booked | The system reads the notification and parses out the notification type and the company/email of the person who submitted it. After that, it finds the last matching conversation and transitions it. |
Form submission is received to the notifications email | 1. The content of the notification suggests this is an onboarding form submission
2. The company/email of the person who submitted the form matches the email from the conversation metadata | Onboarding Form Submitted | The system reads the notification and parses out the notification type and the company/email of the person who submitted it. After that, it finds the last matching conversation and transitions it. |
Automatic stage transitions via OfficeRnD Flex
OfficeRnD Flex can also trigger automatic Stage transitions directly based on actions or events occurring in the system, such as bookings, memberships, or contract changes.
Hover over the table and hold Shift while scrolling with the mouse wheel to scroll horizontally.
Trigger | Pre-conditions | To stage | Additional notes |
A new booking is created in OfficeRnD Flex |
| Won | The system checks for matching conversations when Flex notifies for a booking and automatically updates their Stage. |
A new tour is created in OfficeRnD Flex |
| Tour Booked |
|
A new membership is created in OfficeRnD Flex |
| Won |
|