---
title: "Customer lanes"
description: "How customer lanes route selected customers into their own CRM Pipeline sections."
source: "https://docs.aplt.ai/docs/customer-lanes"
updated: "2026-06-27T21:58:07.783+00:00"
product: Autopilot
content_type: documentation
---

# Customer lanes

How customer lanes route selected customers into their own CRM Pipeline sections.

Customer lanes are shared sections inside the CRM Pipeline for selected customers. They are useful when a customer needs to be tracked separately from the default department pipeline, such as a fleet account, repeat account, or high-touch customer group.

When a customer is assigned to a lane, deals for that customer appear in the lane for the selected sales channel and department.

## Where to find it

Open **CRM Pipeline**, choose the sales channel and department, then select **Customer lanes**.

## Who can use it

Everyone with access to the pipeline can see the customer lane sections and the deals their permissions allow them to see.

Creating, editing, or removing customer lanes requires customisation access.

## How it works

### Create a lane

1. Select **Customer lanes**.
2. Select **Create lane**.
3. Enter the lane name.
4. Add at least one customer.
5. Select **Create lane**.

New lanes copy the selected department's default pipeline stages.

### Assign customers

Each lane needs one or more customers. Deals for those customers route into the lane when you are viewing the matching sales channel and department.

Avoid assigning the same customer to multiple lanes in the same pipeline view. If that happens, the deal can only appear in one lane.

### Edit a lane

Use the lane editor to rename the lane or change which customers belong to it.

Removing a lane does not delete deals. Deals that were in the lane fall back to the default pipeline.

### Edit a lane pipeline

Use **Edit pipeline** on a customer lane when that customer needs different stages from the default department pipeline.

Lane stages only apply to that customer lane. They do not change the default pipeline or other customer lanes.

### Map deal progress into lane stages

A customer lane can inherit the default deal-progress mapping when it has a matching stage. It can also override the mapping for that lane only.

If the lane shows progress values that need a stage, assign each value to one of the lane stages or leave it in **Uncategorised**.

## Important details

### Customer lanes are shared setup

Customer lanes belong to the dealership's selected sales channel and department. They are not personal views.

Your section order, collapsed sections, resized sections, and draft visibility are saved for your user.

### Delivered is still controlled by deal status

Delivered is not a customer lane stage. A deal appears in Delivered when the main deal status is Delivered.

### Deleting a lane stage can send deals to Uncategorised

If a lane stage is removed, deals or progress values that pointed at that stage may fall back to **Uncategorised** until the lane mapping is cleaned up.

## Troubleshooting

### A customer deal is not in the lane

Check that the deal is attached to the customer assigned to the lane, and that you are viewing the same sales channel and department where the lane was created.

### The lane stages look different from the default pipeline

That lane may have its own pipeline stages. Select **Edit pipeline** on the lane to review them.

### You cannot create or edit a lane

Your role may not include customisation access.