Lost opportunities

Not every deal in your pipeline will close successfully. To maintain a clean and reliable pipeline, it’s important to clearly identify lost opportunities. Understanding why deals are lost provides valuable insights, highlights recurring challenges, and helps improve your overall sales approach.

Note

Merging lost opportunities with active ones will reintroduce them into the pipeline.

Mark an opportunity as lost

To mark an opportunity as lost, open the CRM app, then select the relevant opportunity from your pipeline by clicking its Kanban card. This opens the detailed view of the opportunity.

Next, click the Lost button located at the top of the record.

A Mark Lost dialog box will appear. Here you can:

• Choose a predefined reason from the Lost Reason dropdown

• Or create a new reason directly if none match your situation

You can also include additional details in the Closing Note field to provide more context.

Tip

Although the Lost Reason and Closing Note fields are optional, adding this information is highly recommended for better tracking, reporting, and future analysis.

Once all details are filled in, click Mark as Lost to confirm.

After confirmation, the opportunity will display a red Lost label in the top-right corner, indicating its status.

Note

If an opportunity is archived or inactive, you can mark it as lost by setting its Probability to 0%.

Create or edit lost reasons

To manage lost reasons, navigate to CRM app ‣ Configuration ‣ Lost Reasons.

• To update an existing reason, select it and edit the Description field

• To add a new reason, click New and enter the appropriate description

Maintaining accurate lost reasons ensures more meaningful reporting and analysis.

View lost opportunities

To access lost opportunities:

1. Go to CRM app ‣ Sales ‣ My Pipeline

2. Clear any existing filters from the search bar

1. Click the filter dropdown icon next to the search bar

2. Under the Filters section, select Lost

Only opportunities marked as lost will now be displayed in the pipeline.

Filter opportunities by lost reason

To analyze specific loss reasons:

1. Open the filter dropdown again

2. Click Add Custom Filter

3. In the first field, search and select Lost Reason

4. Choose the operator (e.g., =)

5. Select the desired reason

6. Click Add

Tip

To filter multiple reasons at once, use the is in operator and select multiple values.

Restore lost opportunities

If a lost deal becomes relevant again, it can be restored easily.

1. Open the CRM app and navigate to your pipeline

2. Apply the Lost filter

Tip

Remove the My Pipeline filter if you want to see all records.

1. Open the opportunity you want to restore

2. Click Restore

This removes the lost status and returns the opportunity to the active pipeline.

Restore multiple opportunities

To restore several opportunities at once:

1. Apply the Lost filter

2. Switch to list view using the list icon

3. Select the opportunities using checkboxes

4. Click the Actions dropdown

5. Choose Unarchive

Once restored, these opportunities will no longer appear under the lost filter.

Manage lost leads

If the Leads feature is enabled, leads can be marked as lost in the same way as opportunities. Both use the same set of lost reasons.

Note

To enable leads, go to CRM app ‣ Configuration ‣ Settings and activate the Leads option. This will add a Leads menu to your navigation bar.

Mark a lead as lost

1. Navigate to CRM app ‣ Leads

2. Open a lead record

3. Click Lost

In the pop-up window:

• Select or create a Lost Reason

• Optionally add details in the Closing Note

Click Mark as Lost to confirm.

Restore lost leads

To restore a lead:

1. Go to CRM app ‣ Leads

2. Apply the Lost filter

3. Open the lead

4. Click Restore

This removes the lost label and reactivates the lead.

Restore multiple leads

To restore multiple leads:

1. Apply the Lost filter in the Leads view

2. Select multiple leads using checkboxes

3. Click Actions

4. Choose Unarchive

After this, remove the filter to view the restored leads in your list.