Pipeline Categories, Types & their Uses

Learn about Pipeline Categories and which Opportunities belong in each Pipeline

Angel Chessum avatar
Written by Angel Chessum
Updated over a week ago

Trail has various Pipelines and Pipeline Stages to help you keep track of the different advice processes you have.πŸ‘ These Pipelines can be edited to best suit your workflow needs.

In this article you will learn:

  • Changing between different Pipelines

  • Main categories for Pipelines - and Access

  • Pipeline Types and their uses

  • Customizing your Pipeline Stages (link to)

Changing Pipelines

The name of the Pipeline that you are in will show on the Pipeline header bar.

Clicking on the Pipeline name will allow you to switch between your different Pipelines:

Pipeline Categories

These are the five main categories of Pipelines representing types of financial advice you may provide - plus an additional Complaints tracking pipeline.

  1. Mortgages

  2. Personal Risk Insurance

  3. Investments

  4. Kiwisaver

  5. Fire and General Insurance

  6. Complaints


Based on your Trail Account settings, you will be able to view some/all of the different categories listed above. This depends on the types of financial advice you are qualified to provide to your clients.

Access to these is managed by Trail, so if you do need access to a particular advice-type Pipeline, even if it is just to view it, then please contact Support (support@gettrail.com).

Pipeline Types


This is an optional pipeline to turn on/ off in your Organisation - General Settings:

It is specifically used for tracking your marketing efforts and/or scoping out a potential client before deciding to proceed to a full advice process with them.

Once you're confident you will proceed to a full advice process, you can move them from the Prospecting to your Advice Pipeline:

The Prospecting pipelines can be particularly useful for larger businesses where visually separating out new leads during early engagement can make managing a large amount of clients easier.


All categories will have an Advice Pipeline.

The Advice Pipeline is the bread and butter of Trail users; where you track your advice process with your active clients (via their Opportunity tile). These may be new clients you are engaging with or existing/returning clients needing further advice.

The Opportunity tile may have been moved from the Prospecting Pipeline after they've been through that New Leads process/ have been qualified.

Claims (for Insurances)

This pipeline type is only available for Personal Risk Insurances and Fire & General.

You can use this to track when one of your clients wants to make an insurance claim and the process through this.


For Mortgages, this is built to track Fixed Rate Rollovers / Refixes (or Annual Reviews if your business does this with mortgage clients).

For Insurances (Personal Risk or General), this is for tracking the Policy Renewals or Annual Reviews of your client's policies. This ensures your client needs are still adequately covered each year.

The Opportunities for the Servicing Pipeline can be automatically created based on your Automation Settings.


There is only the one complaint pipeline which is used to track/resolve any complaints raised.

However, unlike other pipelines you can not manually move a complaint between stages but must instead follow the correct process for handling and resolving the complaint:

Important to Note: Only your designated 'Compliance Officer' (set in your Organistion's Compliance Settings, see below) can close off a Complaints tile.

Customizing your Pipeline Stages

As the processes for the prospecting, advice and servicing are unique for each business, have a look at Customizing your Pipeline Stages to suit your needs.

More on Pipelines:

Did this answer your question?