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Overview

Inquiry pipelines define how Z360 captures, routes, follows up with, and reports on leads. A pipeline can include stages, sources, form fields, branding, communication channels, schedules, AI flow nodes, follow-up settings, call nodes, economics, and publishable form links. Use this guide when creating a new lead intake workflow from Settings > Inquiries.

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Access Inquiry Settings

  1. Go to Settings.
  2. Open Inquiries.
  3. Click Add New to create a pipeline.

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Add Basic Pipeline Details

  1. Enter the pipeline name.
  2. Add a description so teammates understand the pipeline’s purpose.
  3. Save and continue.
Use clear names such as “Website Consultation Leads” or “Commercial Roofing Requests” instead of generic names like “New Pipeline.”

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Configure Stages

Stages represent the lead’s progress.
  1. Add the stages your team will actually use.
  2. Give each stage a clear name.
  3. Use colors to make stages easier to scan in Kanban views.
  4. Set the default stage where new inquiries should start.
Keep stages simple. Too many stages make dashboards harder to read and leads harder to maintain.

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Configure Sources

Sources tell Z360 where the inquiry came from. Examples include:
  • Website form
  • Landing page
  • Referral
  • Paid ads
  • Phone call
  • Manual entry
Sources are important for dashboard reporting, especially acquisition trends and source economics.

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Configure Inquiry Form Fields

The form field step controls what information customers provide when they submit an inquiry.
  1. Review the default fields.
  2. Add only the fields needed for qualification or routing.
  3. Mark fields required only when the form cannot be useful without them.
  4. Preview the form before continuing.
Shorter forms usually convert better. Put internal qualification details in later workflow steps when possible.

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Configure Communication Channels

Communication channels determine how Z360 and AI outreach contact leads.
  1. Open the communication step.
  2. Choose one or more email or phone channels.
  3. Keep at least one active channel.
  4. Disable channels that should remain on the pipeline for history but should not receive future inquiries.
  5. Save the communication settings.
Important channel rules:
  • Active channels must have AI agent Z assigned.
  • Z360 prevents duplicate channel selections.
  • Z360 prevents removing channels that already have inquiry usage.
  • Multiple active channels can be used for round-robin communication.
  • Default call nodes require an active phone channel.
  • Do not switch a pipeline to only email while live call nodes still rely on the default phone channel.

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Configure AI Outreach and Flow Nodes

When outreach is enabled, the pipeline’s AI flow controls what happens after an inquiry enters the pipeline. Common node types include:
  • Ask to collect information from the lead.
  • Speak to send a message.
  • Condition to branch based on a saved value.
  • Act to run an action.
  • Call to place an AI-assisted call.
  • Subflow to reuse a smaller flow section.
  • End to finish a path.
Before publishing, validate that every branch has a clear outcome and that action nodes have the correct inputs.

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Configure Follow-Ups

Supported Ask and Speak nodes can have follow-up behavior.
  • If follow-ups are disabled, the node can omit follow-up settings.
  • If follow-ups are enabled, set both the maximum follow-up count and the follow-up gap.
  • Follow-up timing changes create a new version of the published flow.
  • When a lead reaches the maximum follow-up count without responding, it can be dropped.
Use follow-ups carefully. They should create timely reminders, not excessive outreach.

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Configure Call Behavior

If the pipeline uses call nodes, review the phone-channel setup and call limits.
  • Make sure at least one active phone channel is available.
  • Use default phone channel behavior only when the active channel set supports it.
  • Configure outbound call concurrency so the pipeline does not place too many calls at once.
  • Review retry behavior and missed-call handling before publishing.
After calls start running, use the Call Dashboard for the specific call node to review attempts, outcomes, retries, channel performance, duration, and recent call summaries.

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Configure Schedule and Proactive Capacity

Pipelines can use the organization agent schedule or override it with a pipeline-specific schedule. Use a pipeline schedule when that workflow should only contact leads during certain hours or days. Daily proactive limits are configured on the channels themselves, such as phone numbers or email accounts. Z360 respects those limits and spreads outreach across available working windows.

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Configure Pipeline Economics

Add economics when you want dashboard ROI reporting. Useful values include:
  • Cost per inquiry
  • Value per secured inquiry
These values power metrics such as net profit, ROI, economics over time, and source economics.

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Customize Form Branding

Configure how the public inquiry form appears. You can update:
  • Header text
  • Submit button text
  • Header color
  • Label color
  • Background color
  • Submit button color
  • Submit button text color
Preview the form before publishing.

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Configure Final Settings

Review final pipeline behavior:
  • Default stage
  • Default source
  • Default assignees
  • Consent checkbox
  • Dropped lead behavior if the lead responds later
  • Thank-you message or redirect URL

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Publish the Pipeline

After configuration, Z360 provides:
  • A direct inquiry form link
  • An embed iFrame code
Use the direct link in campaigns or embed the form on your website.

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Review Dashboard Impact After Launch

After the pipeline receives leads, use the Leads Dashboard to review:
  • Leads created
  • Conversion rate
  • Status distribution
  • Stage distribution
  • Source performance
  • Channel distribution
  • Proactive capacity
  • Usage ledger spend
  • Net profit and ROI when economics are configured
For pipelines with call nodes, open the Call Dashboard for each important call node.

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Tips

  • Keep stages simple and outcome-focused.
  • Use sources consistently so source reporting stays useful.
  • Choose active channels that have AI agent Z assigned.
  • Set daily proactive limits for channels that should pace outreach.
  • Test the AI flow before sending live leads through it.
  • Add economics if leadership needs ROI reporting.