# Manage lost opportunities

Not every opportunity results in a successful sale. To keep the pipeline up-to-date, *lost*
opportunities need to be identified. Specifying why an opportunity was lost provides additional
insight that can prove useful for future opportunities.

## Mark an opportunity as lost

To mark an opportunity as lost, first open the {menuselection}`CRM app`, and select an opportunity
from the pipeline, by clicking on its corresponding Kanban card. Doing so reveals that opportunity's
detail form.

Then, click {guilabel}`Lost`, located at the top of the opportunity's detail form.

```{image} lost_opportunities/lost-opps-lost-button.png
:align: center
:alt: Buttons from the top of an opportunity record with the lost button emphasized.
```

This opens the {guilabel}`Mark Lost` pop-up window. From the {guilabel}`Lost Reason` drop-down menu,
choose an existing lost reason. If no applicable reason is available, create a new one by entering
it into the {guilabel}`Lost Reason` field, and clicking {guilabel}`Create`.

Additional notes and comments can be added below the lost reason in the designated
{guilabel}`Closing Note` field.

:::{tip}
Neither the {guilabel}`Lost Reason` field, nor the {guilabel}`Closing Note` field, on the
{guilabel}`Mark Lost` pop-up window are required. However, it is recommended to include this
information for the sake of traceability, accountability, and reporting purposes.
:::

When all the desired information has been entered in the {guilabel}`Mark Lost` pop-up window, click
{guilabel}`Mark as Lost`.

```{image} lost_opportunities/lost-opps-lost-reason.png
:align: center
:alt: Lost reasons popup with sample reasons.
```

After clicking {guilabel}`Mark as Lost`, a red {guilabel}`Lost` banner is added to the upper-right
corner of the opportunity.

```{image} lost_opportunities/lost-banner.png
:align: center
:alt: A lost opportunity with the lost banner added.
```

:::{note}
To mark an *inactive* (archived) opportunity as lost, set the {guilabel}`Probability` field to
`0` percent.
:::

(crm-lost-reasons)=

## Create/edit lost reasons

To create a new lost reason, or edit an existing one, navigate to {menuselection}`CRM app -->
Configuration --> Lost Reasons`.

To edit an existing lost reason:

1. Click on the reason to be edited to highlight it.
2. Change the selected lost reason by editing the {guilabel}`Description` field.
3. When finished, click {guilabel}`Save` in the upper-left corner.

To create a new lost reason:

1. Click {guilabel}`New` in the upper-left corner of the {guilabel}`Lost Reasons` page.
2. In the new blank line, click in the {guilabel}`Description` field, then type the new lost reason.
3. When finished, click {guilabel}`Save`.

## View lost opportunities

To retrieve lost opportunities in Odoo *CRM*, open the {menuselection}`CRM app`. On the main
{guilabel}`Pipeline` dashboard, click into the {guilabel}`Search...` bar at the top of the page, and
remove all of the default filters.

```{image} lost_opportunities/lost-opps-lost-filter.png
:align: center
:alt: Search bar with lost filter emphasized.
```

Open the {guilabel}`Filters` drop-down menu, by clicking the {guilabel}`🔻(triangle pointed down)`
icon to the right of the {guilabel}`Search...` bar to open the drop-down menu containing
{guilabel}`Filters`, {guilabel}`Group By`, and {guilabel}`Favorites` options, designated into
respective columns.

Select the {guilabel}`Lost` option from the {guilabel}`Filters` section. Upon selecting
{guilabel}`Lost`, only the opportunities marked as `Lost` appear on the {guilabel}`Pipeline` page.

### Sort opportunities by lost reason

To filter opportunities by a specific lost reason, click the {guilabel}`🔻(triangle pointed down)`
icon to the right of the {guilabel}`Search...` bar again to open the drop-down menu. In addition to
the {guilabel}`Lost` filter, under the {guilabel}`Filters` column, click {guilabel}`Add Custom
Filter`, which opens an {guilabel}`Add Custom Filter` pop-up window.

On the {guilabel}`Add Custom Filter` pop-up window, click in the first field, and type `Lost Reason`
in the {guilabel}`Search...` bar, or scroll to search through the list to locate it. Then, click
into the next field, and select {guilabel}`=` from the drop-down menu. Click into the third field,
and select a lost reason from the drop-down menu. Finally, click {guilabel}`Add`.

```{image} lost_opportunities/lost-opps-lost-custom-filter.png
:align: center
:alt: Search bar with custom filter added for lost reason.
```

:::{tip}
To view results for more than one lost reason, select the operator {guilabel}`is in` in the
second field of the custom filter in the {guilabel}`Add Custom Filter` pop-up window. Choosing
this operator makes it possible to choose multiple lost reasons in the third field.

```{image} lost_opportunities/multiple-lost-reasons.png
:align: center
:alt: Add Custom Filter pop-up with multiple lost reasons selected.
```
:::

## Restore lost opportunities

To restore a lost opportunity, open the {menuselection}`CRM app` to reveal the {guilabel}`Pipeline`
dashboard. Or, navigate to {menuselection}`CRM app --> Sales --> My Pipeline`. From here, click the
{guilabel}`🔻(triangle pointed down)` icon to the right of the {guilabel}`Search...` bar to open the
drop-down menu that contains {guilabel}`Filters`, {guilabel}`Group By`, and {guilabel}`Favorites`
columns.

Under the {guilabel}`Filters` column, select {guilabel}`Lost`. Doing so reveals all the lost
opportunities on the {guilabel}`Pipeline` page.

:::{tip}
To see all opportunities in the database, remove the default {guilabel}`My Pipeline` filter from
the {guilabel}`Search...` bar.
:::

Then, click on the Kanban card of the desired lost opportunity to restore, which opens that
opportunity's detail form.

From the lost opportunity's detail form, click {guilabel}`Restore` in the upper-left corner. Doing
so removes the red {guilabel}`Lost` banner from the opportunity form, signifying the opportunity has
been restored.

```{image} lost_opportunities/lost-opps-restore.png
:align: center
:alt: Lost opportunity with emphasis on the Restore button.
```

### Restore multiple opportunities at once

To restore multiple opportunities at once, navigate to the main {guilabel}`Pipeline` dashboard in
the *CRM* app, open the {guilabel}`Filters` drop-down menu, and select the {guilabel}`Lost` option.

Next, select the list view option, represented by the {guilabel}`≣ (list)` icon in the upper-right
corner. Doing so places all the opportunities from the {guilabel}`Pipeline` page in a list view.
With the list view chosen, select the checkbox to the left of each opportunity to be restored.

Once the desired opportunities have been selected, click the {guilabel}`⚙️ Actions` drop-down menu
at the top of the {guilabel}`Pipeline` page. From the {guilabel}`⚙️ Actions` drop-down menu, select
{guilabel}`Unarchive`.

Doing so removes those selected opportunities from the {guilabel}`Pipeline` page because they no
longer fit the {guilabel}`Lost` filter criteria. Delete the {guilabel}`Lost` filter from the search
bar to reveal these newly-restored opportunities.

```{image} lost_opportunities/lost-opps-unarchive.png
:align: center
:alt: Action button from list view with the Unarchive option emphasized.
```

## Manage lost leads

If *Leads* are enabled on a database, they can be marked as *lost* in the same manner as
opportunities. Leads use the same {ref}`lost reasons <crm/lost-reasons>` as opportunities.

:::{note}
To enable leads, navigate to {menuselection}`CRM app --> Configuration --> Settings` and check
the {guilabel}`Leads` checkbox. Then, click {guilabel}`Save`. This adds a new {guilabel}`Leads`
menu to the header menu bar at the top of the page.
:::

### Mark a lead as lost

To mark a lead as lost, navigate to {menuselection}`CRM app --> Leads`, and select a lead from the
list. Doing so reveals that lead's detail form.

Then, click {guilabel}`Lost`, located at the top of the lead's detail form.

This opens the {guilabel}`Mark Lost` pop-up window. From the {guilabel}`Lost Reason` drop-down menu,
choose an existing lost reason. If no applicable reason is available, create a new one by entering
it into the {guilabel}`Lost Reason` field, and clicking {guilabel}`Create`.

Additional notes and comments can be added below the lost reason designated in the
{guilabel}`Closing Note` field.

When all the desired information has been entered in the {guilabel}`Mark Lost` pop-up window, click
{guilabel}`Mark as Lost`.

### Restore lost leads

To restore a lost lead, navigate to {menuselection}`CRM app --> Leads`, then click the {guilabel}`🔻
(triangle pointed down)` icon to the right of the {guilabel}`Search...` bar to open the drop-down
menu that contains the {guilabel}`Filters`, {guilabel}`Group By`, and {guilabel}`Favorites` columns.

Under the {guilabel}`Filters` column, select {guilabel}`Lost`. Doing so reveals all the lost leads
on the {guilabel}`Leads` page.

Then, click on the desired lost lead to restore, which opens that lead's detail form.

From the lost lead's detail form, click {guilabel}`Restore` in the upper-left corner. Doing so
removes the red {guilabel}`Lost` banner from the lead form, signifying the lead has been restored.

### Restore multiple leads at once

To restore multiple leads at once, navigate to {menuselection}`CRM app --> Leads`, open the
{guilabel}`Filters` drop-down menu, and select the {guilabel}`Lost` option. Select the checkbox to
the left of each lead to be restored.

Once the desired leads have been selected, click the {guilabel}`⚙️ Actions` drop-down menu at the
top of the {guilabel}`Leads` page. From the {guilabel}`⚙️ Actions` drop-down menu, select
{guilabel}`Unarchive`.

Doing so removes those selected leads from the {guilabel}`Leads` page because they no longer fit the
{guilabel}`Lost` filter criteria. Delete the {guilabel}`Lost` filter from the {guilabel}`Search...`
bar to reveal these newly-restored leads.

:::{seealso}
{doc}`../performance/win_loss`
:::