Opportunities
The expansion, renewal, cross-sell, and upsell pipeline on each account — scored, prioritized, and moved through a clear review-to-accept lifecycle
Opportunities are the revenue moments on an account: a renewal coming up, a new product to cross-sell, room to expand a successful engagement. Customer Intelligence captures them, scores them, and gives your team a clear lifecycle to work them — so expansion is proactive, not accidental.
A proactive expansion pipeline: The agent spots that a customer's successful POC could expand into a paid rollout, records it as an opportunity with an estimated value and a recommended next step, and the account manager reviews it, accepts it, and works it — all without leaving the account.
Anatomy of an Opportunity
Title
Short description of the opportunity
Type
Cross-sell, Upsell, Renewal, Expansion, or New service
Estimated value
A T-shirt size — Small, Medium, Large, or Extra large — mapped to a dollar value for pipeline math
Confidence
The agent's confidence (0-100) that the opportunity is real
Recommended action
The concrete next step to advance it
Priority
A computed 0-100 priority score and a High / Medium / Low tier
Status
Where it sits in the lifecycle (see below)
Stale flag
Marks opportunities with no recent movement so nothing falls through the cracks
Priority, weighted value, and the stale flag are all derived from your organization's settings — see Health Score & Scoring Settings.
The Opportunity Lifecycle
Opportunities move forward through New -> Reviewed -> Accepted, and can be Promoted to your CRM or Dismissed at any point.
New
Freshly surfaced (usually by the agent); not yet reviewed
Reviewed
An account team member has looked at it and it's ready for a decision — not a commitment to pursue
Accepted
The team has committed to pursuing it
Promoted
Pushed forward as a real deal (e.g. to your CRM)
Dismissed
Set aside, with a reason captured for the feedback loop
Reviewed means "ready for your review," not "moving forward." It signals the opportunity is worth a decision; the team still moves it to Accepted to commit. Moving an opportunity to Reviewed or Accepted notifies the account team — see Notifications & Digests.
Managing Opportunities
The Opportunities tab on a customer is where the pipeline is worked:
Filter by Stage, Priority, and Source using compact dropdown pills
Advance an opportunity to the next status, or Dismiss / Promote it
Bulk update status across multiple opportunities at once
CRM Deal Linkage
When your CRM (Salesforce, HubSpot, or Microsoft Dynamics) is connected, opportunities can be linked to CRM deals via a deal reference, and CRM deal stages map into Customer Intelligence statuses on sync.
Closed-lost deals become Dismissed. By default, a synced CRM opportunity whose stage indicates closed lost is mapped to Dismissed in Customer Intelligence (matched flexibly, so appended stage text like "Closed Lost - Budget" still resolves). See CRM Sync.
Next Steps
See where opportunities come from
Tune deal sizing, priority tiers, and staleness
Sync deals from your CRM
Get notified on status changes
Last updated
Was this helpful?