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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, 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 Opportunity Milestones.

You set your milestones to meet your business requirements using the following simple rules:

  • The milestone percentage should estimate the likelihood of winning the opportunity at this point in your sales process.
  • You do need at least two completion milestones to finalize an opportunity: One that represents a successful completion (e.g. won), and one that represents an unsuccessful completion (e.g. lost). For lost milestones we recommend that you check the box to Close Opportunity and set the percentage to 0%.


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 Opportunity Milestones.

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.

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.

Pipeline view

The pipeline view gives you a visual overview of your sales opportunities and makes it really easy to both track and move your opportunities throughout the sales process.

When you visit the pipeline view, you’ll see all the opportunities assigned to your Capsule user arranged by milestone.

We’ve prepared some questions and answers below to help you make the most of the pipeline view:

How do I change an opportunity’s milestone?

To change a milestone, simply drag and drop the card for your opportunity between the milestone columns.

How do I mark an opportunity as won or lost?

When you’ve won or lost an opportunity, drag it towards the bottom of the screen and drop it it on either the ‘Lost’ or ‘Won’ box. If you have multiple ‘Won’ or ‘Lost’ milestones configured, select the final milestone to close the opportunity on, then click ‘Move’.

Where can I find my won or lost opportunities?

When an opportunity is won or lost it’s automatically marked as closed and removed from the pipeline view. To find your closed opportunities, click the link for X Opportunities Closed in last 30 days in the top right of the screen.

How do I return a closed opportunity to the pipeline view?

From the list of closed opportunities, click the opportunity name then change it’s milestone to an open one.

How are my opportunities ordered?

From left to right, the milestone columns are ordered by the probability of winning from 1%-99%. Then in each column, opportunties are ordered alphabetically by the name of the contact the opportunity is related to.

How can I see another user’s pipeline view?

Above the pipeline view you can filter for opportunities assigned to another user.

How can I edit or delete an opportunity from the pipeline view?

Position your cursor over an opportunity and click the Actions menu to edit or delete the opportunity.

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.

Sales pipeline graphs & reporting

What do the graphs represent

You can quickly get a summary position of your sales pipeline:

  • Pipeline Forecast shows the estimated income generated from your pipeline. It is the Pipeline Value distributed by month.
  • Pipeline Value is the sum of all open opportunities multiplied by their milestone percentages. This shows your pipeline’s expected income.
  • Total Value is the sum of all opportunities (excluding milestone percentages). This shows your pipeline’s maximum income.
  • Pipeline by Milestone is a count of all open opportunities that have reached each milestone. At a glance you can see if your pipeline is a healthy funnel shape.
  • Conversion Rate calculates the number of successful opportunities against all opportunities that are being closed over the last month, quarter and year.

Using the Pipeline Forecast Graph

If you want to see your projected sales over time you can use the Sales Pipeline Forecast. The forecast graph will show you your projected sales based on open opportunities in your Capsule account.

In order for your sales opportunities to appear on the graph you need to enter an expected close date and an expected amount on your opportunities. Along with the milestone (and its expected probability) users can get an estimated value of their sales pipeline.

Both of these things are setup when you create the opportunity - it looks like this:

Once you have a few opportunities with expected values and close dates, your sales pipeline graph will look something like this:

And the milestones will be plotted like this:

Sales Reports

Capsule has a number of standard lists you can access by going to the Sales Pipeline > List:

You decide how you would like to use this list. For example, you may want to export the list or tag all these opportunities.

Instead of a standard list, you may wish to create your own list by clicking create a new list. For example, creating a list for following up opportunities that have had no action in the last 30 days:

You can save this list by clicking Save List underneath the list filters:

This list becomes available on the dropdown of Saved Lists:

Find opportunities based on their value

It can sometimes be useful to find all your opportunities that are over a certain value. To use that:

Go to your Sales Pipeline List create a new list and then filter for [Expected Value] [is over] [USD -$] [10000].

This will find all your opportunities where the total expected value is over $10,000. That includes opportunities that are setup with recurring revenue e.g. where the expected value is $3,000/month over 4 months.

Filter opportunities by their currency

If you’re working with multiple currencies then it can also be helpful to further narrow down the list to only opportunities with a specific currency. To do that:

Go to your Sales Pipeline List create a new list and then filter for [Currency] [is] [GBP -£].

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.