The CRM allows your ISO to determine the exact path that your sales process will follow in order to work leads and convert them to merchant accounts.

The flow is managed by moving leads through the different Status States in different Status Categories, all of which can be customized to suit your specific needs.

For example, a status category called Qualified can be set up with several status states which will be used to progress a lead while it is in the Qualified stage. 

Once the lead gets past the Qualified stage, it can be moved to a new category called Closing which contains a new set of status states that are specific to the Closing stage workflow. 

The Status Categories and Status States can also be color-coded for better visualization.

Here is an example of the Qualifying status category and its associated status states that can be selected in the Current Lead Status widget:

The Status States are typically used in combination with Status Triggers, which enable you to trigger specific actions automatically when the status state changes or when the lead stays in the same status state for a pre-determined period of time. 

Managing Status Categories

To manage your Status Categories go to Navigate to Manage > Administration > Leads > Status States & Triggers. 

The Status States Customization page now opens as shown in the below screenshot: 

To add a new Status Category, click on the Add New Status Category button.

A popup now appears where you can enter the name of your new category and select the groups that will have access to the category:

If needed you can also pick a color for your new category:

When you're done, click Add and your new category will be saved and shown in the list of the available categories:

You can change the order of categories by dragging and dropping categories on the page as needed.

Once a category is created you can always edit or delete it using the category actions: 

If you had set specific colors for the various categories, then those categories will be displayed with the selected colors on the My Leads page:

The category colors are also shown on the lead:

Managing Status States

To add or remove status states in a category, click on the Add/Remove Statuses button on the category that you wish to update:

In the next step, click Add New Status, enter the name of the new status, select the status settings and status color:

If needed you can disable lead editing functions for specific user classes when the status state is selected:

The selected user classes will not be able to use the Save button to edit fields or properties of the lead.

However, the users can still add notes, attachments, and other items to the lead.

After you edit the settings click the Add New Status State button and your status state will be saved: 

You can use the buttons on the status state to delete it, move it to a different category, configure status triggers, or edit the basic settings.