Lifecycle Stages

Lifecycle stages show where each customer is in their journey with you, for example New Lead, Hot Lead, Payment and Customer. In Resool every contact sits in one stage, every stage gets its own inbox so your team can work leads stage by stage, and moving a contact between stages can start workflows and report conversions to your ad platforms. Companies can have their own separate set of stages.

#Before you begin

• Only Owners and Admins can set up stages in Settings › Lifecycle.
• Anyone who can edit contacts or reply to conversations can move a contact to another stage.

New workspaces start with four stages: New Lead (the default stage), Hot Lead, Payment and Customer (the won stage). You can rename, reorder or replace them.

#How to set up lifecycle stages

1. Go to Settings › Lifecycle.
2. Choose the People or Companies tab.
3. Make sure Show/Hide lifecycle stages is on.
4. Under Lifecycle stages:
   • Edit each Stage name and click the emoji to pick a new one.
   • Click Show description to add a short description of the stage.
   • Drag stages to change their order.
   • Click Add stage to add another one.
5. Under Lost stages, click Add stage to add stages for contacts who left your process, for example "Not interested" or "Chose another provider".
6. Save your changes with the save bar at the bottom.

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Settings › Lifecycle, People tab

The Show/Hide lifecycle stages switch on; the Lifecycle stages panel with New Lead (Default stage badge), Hot Lead, Payment and Customer (Won stage badge) with emojis and drag handles; the Lost stages panel with two lost stages; the Add stage buttons.

File: screenshots/lifecycle-stages-settings.png

#Default, won and lost stages

• Default stage: new contacts start here, whatever created them (a message, an import, an app or a teammate). To change it, open a stage's options menu and choose Set as default. If no stage is marked default, the first stage is used.
• Won stage: the last stage in the list is the won stage, where a contact becomes a customer.
• Lost stages: where contacts go after leaving your sales process. They don't get their own inbox.

#Stage inboxes

Every journey stage gets a default inbox in the Inbox module, under Lifecycle in the views panel. Agents can open "Hot Lead" to see only conversations with hot leads. Lost stages don't get an inbox.

#How to move a contact to another stage

• On the contact page: click the stage in the Lifecycle card and pick another one. See Contact profile.
• In the contact list: click the stage in the Lifecycle column and pick a new one.
• In the Inbox: change the stage from the contact panel next to the conversation.
• Automatically: use the Update lifecycle workflow step, or give an AI Agent the Update lifecycle stage skill.

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Contacts › open a contact › Lifecycle card

The Lifecycle card open with the list of stages (emojis and names) and the current stage highlighted.

File: screenshots/lifecycle-stages-change.png

#How lifecycle stages are used

• Contacts: the side panel lists each stage with its number of contacts. Click one to see those contacts.
• Dashboard: the lifecycle row shows open, pending and unassigned conversations per stage and how many contacts each stage gained in the last 7 days. See Dashboard.
• Segments and filters: filter by Lifecycle or build segments on Lifecycle stage. See Segments.
• Workflows: start a workflow with the Lifecycle Updated trigger. See Workflow triggers.
• Ad conversions: report a Meta or TikTok event when a contact reaches a stage. See Meta Business accounts.
• CRM sync: some CRM integrations map their lifecycle stage to yours. Stage names must match on both sides.

#How to hide lifecycle stages

Turn off Show/Hide lifecycle stages in Settings › Lifecycle. Stages disappear from the Inbox and Contacts, but your contacts keep their stage and nothing is deleted. Turn it on again to bring them back.

#Notes and limitations

• Up to 20 journey stages and 10 lost stages for people, and the same for companies.
• Stage names can be up to 40 characters and descriptions up to 200.
• Every stage needs a name before you can save.
• If you remove a stage, its contacts move to the default stage.

#FAQ and troubleshooting

#Why can't I edit the stages?

Only Owners and Admins can change lifecycle settings. Other roles see the page read-only.

#Can a contact be in no stage?

No. Every contact starts in the default stage and moves to the default stage if their stage is removed.

#Do companies and people share stages?

No. Use the Companies tab to set up a separate set of stages for companies, with its own show/hide switch.

#Does moving contacts to the default stage after removing a stage report conversions?

No. Resool moves them quietly without sending ad conversion events.

#What's next?

• Segments
• Workflow triggers
• Meta Business accounts
• Dashboard