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

Field	Description
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.

Status	Meaning
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

Goal	Documentation
See where opportunities come from	The Account Management Agent
Tune deal sizing, priority tiers, and staleness	Health Score & Scoring Settings
Sync deals from your CRM	CRM Sync
Get notified on status changes	Notifications & Digests