Every contact has exactly one status that says where they are in your sales/service pipeline. Default statuses work for most service businesses; you can fully customize them in Settings → Pipeline.Documentation Index
Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt
Use this file to discover all available pages before exploring further.
Default statuses
Out of the box:| Status | Meaning |
|---|---|
| Lead | New contact who hasn’t been qualified yet |
| Quoted | We’ve given them an estimate, waiting on approval |
| Booked | They’ve agreed and an appointment is scheduled |
| Completed | The job is done |
| Customer | A repeat / loyal customer (general bucket) |
| Cancelled | They backed out before the job ran |
How status changes happen
Three ways a contact’s status changes:1. Automatic (via the AI / system)
- A lead who books an appointment via the AI moves to Booked automatically.
- A completed appointment marks the contact Completed automatically (configurable per org).
- A cancelled appointment marks them Cancelled.
2. Manual
You can change status from the contact detail page (the dropdown next to the badge). Or in bulk from the contacts list using the bulk-action toolbar.3. Form-driven
A form submission can apply a starting status to new contacts (e.g., “every quote-form submission lands in Lead”). Configure in Forms → [form] → Pipeline integration.Customize the status set
Go to Settings → Pipeline → Stages. You can:- Rename existing statuses
- Add new ones (e.g., “Site visit scheduled”, “Awaiting parts”)
- Reorder them (drag-and-drop)
- Set a color for each
- Delete statuses you don’t use (contacts in deleted statuses fall back to Lead)
Lead) and back (Customer / Cancelled) stay broadly the same across businesses.
Status vs. deal stage
A bit of nuance:- Status lives on the contact. One contact = one status.
- Deal stages live on individual deals. A contact can have multiple deals (one per job), each in its own stage.
Customer (general), with three completed deals and one active deal in stage Quoted. That’s normal — and the right model for businesses where customers come back for multiple jobs.
If you don’t use the deals/pipeline feature at all, status alone is enough.
Auto-status logic gotcha
Once a contact reaches a downstream status (e.g., Booked), filling out another form won’t demote them back to Lead. We assume forward movement is the rule, so a customer who’s already booked you for a job and then fills out another quote form just stays as Booked. (You can manually change them if you want.)Next
Pipeline stages (deals)
The deal-level stages are configured separately.
Working a deal
How to move a deal through your pipeline.