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Managing Deals

Track your potential sales in Capsule using opportunities. Set milestones specific to your pipeline and attach related emails directly to the opportunity.

Using opportunities

An opportunity is used to track a potential sale with a customer such as a bid, deal or proposal.

You can:


A milestone is a recognizable point in the completion of an opportunity, such as prospect, champion or proposal. Using these milestones, you can keep track of how your new business is moving through the sales pipeline.

You can create your own milestones, or you can select one of the suggested milestone sets shown on the Sales Pipeline when you first open your account. You create your milestones by going to the Account Settings Opportunities.

You set your milestones to meet your business requirements. The milestone percentage should estimate the likelihood of winning the opportunity at this point in your sales process.


When you have saved your milestones you can begin entering opportunities.

Changing the milestones

You may find that an opportunity’s likelihood of winning is different to the default percentage. You can overwrite the percentage and save.

Over time you may realize your milestones’ default percentages do not reflect your current likelihood of completing opportunities. You can update these by going to the Account Settings Opportunities.

To edit a milestone simply click the milestone name.

  • The new percentage is applied to all your new opportunities. Any open opportunities will remain on the old percentage.
  • You can change a milestone name and it will immediately update on all opportunities.
  • Changing the Days Until Stale also updates immediately on all opportunities.

If a milestone isn’t being used you can delete it by clicking the link to ‘delete’ next to the name in the list of milestones.

Stale Opportunities

During the sales process opportunities may become stale if they haven’t been followed up on for some time. This could be for a number of reasons, for example the client is in the process of making a decision, or work is still to be done before moving the opportunity on to the next milestone.

When creating milestones you can determine how long an opportunity can stay at a particular milestone until it becomes stale.

Opportunities that haven’t been contacted for this number of days will be marked as ‘Stale’ and highlighted with an orange banner in the Sales Pipeline. This makes it easy for the team to identify and review which opportunities can be moved along the pipeline or maybe need some further contact.

Lost Reasons

Opportunities can be lost for a variety of reasons so you may wish to keep track of exactly why an opportunity was lost. You can create lost opportunity reasons by going to Account Settings Opportunities Lost Reasons. Once set-up, when marking an opportunity as lost you can decide which lost reason best applies.

This information feeds into the lost opportunities report which can be filtered by user or by team. This report can be viewed by going to Reports Sales

Impact on Conversion Rate

When creating Lost Reasons you can decide whether opportunities marked with this reason will feed into the Sales Pipeline conversion rate. That’s done using the checkbox.

You might like to avoid including opportunities with this Lost Reason in conversion metrics if perhaps the deal has been put on pause for the time being rather than lost completely for example.

Linking contacts to opportunities

When setting up a new opportunity, you select a contact that this opportunity belongs to. If you select a person, Capsule will automatically link the opportunity to their organization and list the person as a linked contact:

You can add all contacts interested in the opportunity by clicking the + under the Contacts heading on the opportunity.

Emailing the contacts linked to opportunities

Go to the opportunity and under the ‘Contacts’ heading, click Open contacts in list which appears below the contacts involved in the opportunity.

This opens the contacts as a list where you can click the button to Email at the top of the list:

Recurring opportunity revenue

You can set the income to be distributed evenly over a period. If you enter an expected income of 5,000 per month for 3 months, then the opportunity will be worth a total of 15,000:

In this example, the opportunity has an 10% probability of winning. Capsule will add to the Sales Pipeline, an expected revenue of \$5,000/month for 3 months from close date on 16th of April.

Different currencies

You select the currency to be used for each opportunity:

To create the dashboard summary graphs, Capsule converts the opportunity values into your default currency.

Re-assigning opportunities

To reassign an opportunity to someone else, go to the opportunity > click the Edit button next to the opportunity name > select the new owner and save.


Tasks already on the opportunity will not automatically be re-assigned when you change the owner of the opportunity. If you need to re-assign the tasks you would need to do that manually.

Tags on opportunities

Tags can be used to categorize your opportunities:

The pipeline dashboard provides a breakdown by tag allowing you to click through to see the opportunities for each tag.

You can also use these tags to filter your opportunities in a list or report.

Adding emails to opportunities

Linking an email to an opportunity after it’s been added to Capsule

When you have added a note or an email to a contact in Capsule you can move it from the history of the contact to an opportunity that is linked to the contact instead:

  • Find the note or email on the contact’s history > next to the date for the note/email, use the downwards pointing arrow and click Edit
  • Click on the link to linked note to case/opportunity in the bottom right corner of the note/email and select the opportunity you want to link it to.

Linking an email to an opportunity via the drop box

An email can also be attached directly to an opportunity via the drop box:

  • Each opportunity has its own drop box address. Next to the opportunity name, use the Actions menu and select Attach an email
  • Copy the drop box address and add to your email


If you’re using Office365 of then you might have problems using a plus (+) sign in the email address. You can then replace it with a minus (-) sign instead and it will work just the same.

Editing and deleting opportunities

Editing an opportunity

Over the lifetime of an opportunity you may find that you need to update details such as the expected close date, expected value or which user the opportunity is owned by.

To make these changes you need to Edit the opportunity. You edit an opportunity by clicking the Edit button next to the opportunity name.

Deleting an opportunity

You delete an opportunity by using the Actions menu next to the opportunity name > Delete.

When you delete an opportunity, all its history is removed from Capsule and it will not contribute to the statistics on the Sales Pipeline Dashboard. If you want to keep the opportunity’s history then close (rather than delete) by selecting a milestone that is 0% and closed. For example:


Deleted opportunities are kept in the trash for 30 days before they are permanently deleted. Within that time the Super Administrator has the option to restore them. Read more here.

Creating a case from an opportunity

You may find you have projects linked to opportunities that are better managed outside of the process of winning a deal. In this situation you can create a case linked to the opportunity via the Actions menu next to the opportunity name > Add a linked case.

Details such as the case name and description are copied from the linked opportunity and once saved the opportunity details will be displayed on the left hand side of the case view.

It is possible to create multiple cases linked to one opportunity. Cases linked to an opportunity can be viewed from the Cases tab on an opportunity (the Cases tab will only be visible on opportunities that have linked cases).

Cases can be linked and unlinked from opportunities via the Actions menu next to a case name. If you wish to link an existing case to an existing opportunity go to the case and click the Actions menu and select Link Opportunity. In the search field enter the contact or opportunity name you want to link the case to.

Multiple sales pipelines

The graphs on the Sales Pipeline dashboard only ever shows you data from your combined sales opportunities. However, if you need to manage multiple different pipelines perhaps for different parts of your business or different products, we have some tips for how to make that easier.

You can categorize your opportunities using tags. Then you can filter for reports of opportunities based on them - either to view inside Capsule or to export to a CSV or Excel file which you in turn can use to create your own graphs.

While there’s only ever a single list of milestones, you have the option to create as many milestones as you want. So if you use different milestones for different opportunities then you have the option to set those us. We recommend that you prefix the milestone names to help distinguish them from each other.