Manage pipelines safely

Pipeline changes can affect routing and future automation. Review the purpose, current Leads, active workflow runs, and default status before editing.

Use the pipeline library

Open Leads → Pipelines. Use the type filter to narrow the library and Show Inactive to include processes that administrators have marked inactive.

Each card shows the pipeline type, description, stage sequence, number of working stages, default stale timing, default status, and active status.

Edit with change boundaries in mind

Editing a name, description, stage, workflow assignment, agent, goal, routing, or stale policy changes how the process is understood or how future work runs. Record the operating reason and tell affected staff before saving.

These automation changes are prospective:

• a new workflow assignment enrolls Leads entering afterward;
• switching workflows does not alter an in-progress run;
• switching to Manual does not stop a run already in progress;
• publishing a new workflow version does not rewrite existing enrollments.

Change the default

The default pipeline is the normal destination for new Leads of that type.

To replace it:

1. choose the intended active replacement;
2. open its menu and select Set as Default;
3. confirm the old and new cards show the expected badge;
4. test the relevant intake or handoff route before broad use.

FitStack prevents deactivating the current default. Set another active pipeline as default first.

Deactivate instead of deleting history

Deactivate a pipeline when staff should stop selecting it for ordinary future use but its existing history must remain. Existing Leads stay associated with it, and the pipeline can be shown and reactivated later.

For Journeys, stop or reroute the handoff through the controls available for that Journey, then verify it no longer creates Leads in the retiring pipeline.

An already-published SMS Broadcast has a stricter current limitation: Admin cannot edit or clear its destination pipeline, and pausing, canceling, or archiving the Broadcast does not stop a later recipient reply from creating a Lead there. Keep that destination pipeline active and staffed. If it must be retired, contact FitStack support or the product owner for a controlled remedy before deactivation; do not rely on Broadcast status as the shutdown control.

Before deactivation:

• establish a new default when necessary;
• inventory configured Broadcast and Journey handoffs;
• reroute or stop each Journey handoff and verify the replacement;
• keep the destination of every published SMS Broadcast active unless FitStack support or the product owner has completed a controlled remedy;
• identify open and stale Leads still in the pipeline;
• decide whether they will finish in place or be handled through a controlled migration process;
• review in-progress workflows separately;
• tell staff where new opportunities will route.

Review stale and exception work

Use Leads → All Leads to filter by pipeline, stage, status, score, created date, and updated date. Keep the Owner column visible to scan ownership; owner is not currently available as a filter. Open an individual Lead to review Notes, Activity, and consent context.

Use this operational view to find:

• stale Leads without a clear owner;
• Leads remaining in a stage after meaningful engagement;
• workflow activity that needs human judgment;
• Leads routed to the wrong process or stage;
• terminal outcomes that need confirmation.

Change checklist

Before Save Changes, confirm:

• the type and intended audience still match;
• Entry remains first and Won/Lost remain terminal;
• every agentic stage has one published workflow and a capable agent;
• goals and destinations still match the stage meaning;
• stale windows exceed expected workflow duration;
• cycles have an accountable exit;
• campaign handoffs have been reviewed before any deactivation;
• current Leads and running workflows have a transition plan.