The short answer
Pipeline Overview counts contacts by their current Status. Keep the status and next action current so the summary reflects real sales work.
Availability: Available to accounts with Customers CRM access. Communication, AI and provider features require their related services and permissions.
Step-by-step
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Use Lead for early interest
Classify a newly captured or unqualified opportunity as Lead.
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Move qualified contacts to Prospect
Use Prospect when there is a realistic opportunity requiring active sales follow-up.
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Use Customer after conversion
Move the record when the person or organization becomes a customer, and keep service context in Notes.
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Use Inactive deliberately
Use Inactive for records no longer in the active pipeline; do not delete solely to remove them from current work.
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Maintain the supporting fields
Update Lead Source, Deal Value, Last Contacted, Next Follow-up, Tags and Notes after meaningful activity.
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