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In Eva, an individual conversation with at least one sent message becomes a contact and an opportunity. It does not matter who wrote first.

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What you will get

You will be able to explain why every opportunity in your pipeline exists, and where the next ones will land.

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The rule: one conversation, one lead

The opportunity is created with the conversation’s first message, whoever sent it.
  • The person writes to you.
  • You write from the phone, on a number connected to Eva.
  • You write from the Inbox.
  • The agent writes.
  • An automation writes to that person.
A conversation that already has an open opportunity does not produce another one: the same one is reused even if the person comes back through another channel.

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What does not create a lead

  • A send to a list does not create the opportunity when it goes out. It is created when the person replies, because that is where the conversation starts.
  • WhatsApp groups do not reach Eva, so they create nothing.
  • A contact marked as Supplier enters no pipeline, and its conversation is still visible in the Inbox.

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Which pipeline it lands in

The pipeline is decided by the channel’s routing rule: the WhatsApp number, the Instagram account, the widget, each with its own. In Pipelines, then Lead routing, they are all listed. If that channel has no rule yet, the opportunity is born in the first pipeline on the list. That is a default, not a choice of yours. It is usually the reason leads show up in a pipeline where they do not belong.
Review the number’s routing the day you connect it. Opportunities already born in the wrong pipeline stay there until you move them.

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When Eva asks

Right after a channel finishes connecting, Eva asks which pipeline its leads land in and saves the answer as a rule. If you choose Later, the channel stays without a rule, and the question remains available on its row.
The pipeline question with the channel, the list of pipelines, and the Save and Later options.

The question that appears once a channel finishes connecting.

Row of a connected number with Choose pipeline next to Disconnect.

The number's row keeps Choose pipeline until you answer.

When you create the first rule for a channel that was already receiving leads, Eva states how many open opportunities were born in the default pipeline. Then you choose: move those to the new pipeline, or leave them where they are and apply the rule only to the next ones.
The count of open opportunities and the choice to move them or leave them where they are.

A channel's first rule, with the opportunities already born in the default pipeline.

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How to know it worked

In Pipelines, then Lead routing, every channel shows its pipeline. Write to the number from another phone and confirm the opportunity appears in that pipeline.

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Next steps