**To manage cross-sell and upsell opportunities in Papo's Kanban (https://papo.global/), adapt a pipeline with stages that represent the additional offer cycle — such as "Current customer," "Offer identified," "Proposal sent," and "Closed" — and use tags and the estimated value field on cards to separate upgrade and complementary product opportunities. This way, each offer becomes a trackable card in the same visual CRM pipeline, without relying on spreadsheets or manual reminders.**

Papo's Kanban is not only for capturing new leads. It also works as a revenue expansion pipeline for customers who have already bought from you. By creating specific stages and classifying cards with tags, your team can clearly see which current customers are ready for a higher plan, a complementary product, or a renewal with added value.

## Summary of the additional offers flow in Kanban

| Stage | Action | Where |
| :--- | :--- | :--- |
| Build the pipeline | Create columns such as "Current customer," "Offer identified," "Proposal sent," "Closed," and "Lost" | Kanban module |
| Classify the offer | Add tags such as "upsell" or "cross-sell" to the card | Card in Kanban |
| Record the value | Fill in the estimated value field with the additional offer amount | Card in Kanban |
| Schedule follow-up | Create a task with date and owner inside the card | Deal card |
| Enable inactivity alert | Set up automatic follow-up for cards stuck in a stage | Pipeline settings |
| Measure the result | List won cards and see the total in R$ | Super Chat or Reports |

## Why use Kanban for additional offers

Cross-sell and upsell often come from signals already in your conversation history: one customer who asked about an advanced feature, another who mentioned a complementary product. Without a visual pipeline, these opportunities get lost in the volume of service.

Papo's Kanban solves this by turning each additional offer into a card that can be moved between stages, assigned to an owner, and tracked financially. Because Kanban is integrated with the CRM and Super Chat, you don't need to export data to another tool: the conversation context, internal notes, and contact history stay linked to the card.

## How to adapt stages and tags

Adaptation starts with the pipeline structure. Instead of using only the standard sales stages, create columns that reflect the cycle of an offer to a current customer. Examples:

- **Current customer** — active customers with no additional offer in progress.
- **Offer identified** — an upsell or cross-sell signal found in the conversation.
- **Proposal sent** — offer formalized to the customer.
- **Closed** — offer accepted, marked as won.
- **Lost** — offer declined or no response.

To separate offer types, use tags on cards. An "upsell" tag can indicate a plan upgrade or purchase of a higher-tier feature; a "cross-sell" tag can indicate a complementary product. This way, even within the same column, you can filter mentally or use tags to segment future actions, such as reactivation campaigns.

## Step by step to build the upsell and cross-sell pipeline

| Step | Action | Details |
| :--- | :--- | :--- |
| **1. Create the pipeline** | In the Kanban module, create a pipeline dedicated to additional offers. | Give it a name such as "Customer expansion" and define the cycle stages. |
| **2. Register the opportunity** | Create a card for each identified offer. | Link the card to the existing contact and fill in the offer's estimated value. |
| **3. Classify with a tag** | Add the "upsell" or "cross-sell" tag to the card. | This lets you separate offer types without creating duplicate pipelines. |
| **4. Schedule follow-up** | Create a task with a date and owner inside the card. | The task appears in the Projects module and generates a reminder when the deadline approaches. |
| **5. Move the card as it advances** | Drag the card between columns or use Super Chat. | Commands such as "move [contact]'s deal to the Proposal sent stage" speed up the operation. |
| **6. Measure gains** | Use Super Chat to list won cards. | Type "list all Kanban wins" or "closed sales" to see the total in R$. |

## How to identify opportunities to feed the pipeline

Before creating the card, you need to find the additional offer signal. Papo offers the Synapse module, an intelligent search that scans conversation history for keywords and phrases. Instead of searching manually, you search terms such as "upgrade," "more complete plan," "do you also have," or the name of a complementary product.

Synapse returns the exact conversation, including who asked, when they asked, and what the context was. Based on this evidence, you create the card in Kanban already with the correct tag and the offer's estimated value. This turns an archive of messages into an active source of new revenue.

## Who it is useful for

- **Salespeople and account managers** who handle a customer portfolio and need to prioritize upgrade or complementary product offers.
- **Sales managers** who want to forecast expansion revenue and enforce follow-ups based on real pipeline data.
- **B2B operations with high ticket and long cycle**, where an additional offer to a current customer often has a higher conversion rate than a new lead.

## Frequently asked questions

### Can I use the same sales pipeline for upsell and cross-sell?

Yes. You can adapt an existing pipeline by creating specific stages for additional offers. The most important thing is that the columns reflect the offer cycle, not just the acquisition funnel.

### How do I separate upsell opportunities from cross-sell opportunities?

Use tags on cards. An "upsell" tag indicates a plan upgrade or higher-tier feature; a "cross-sell" tag indicates a complementary product. This way, you keep a single pipeline and can still differentiate offer types.

### Does Kanban show the total value of additional offers?

Kanban does not display an automatic total per column. However, each card has an estimated value field, and you can add up the values manually. For a consolidated view of gains, use Super Chat with "list all Kanban wins."

### How do I follow up on an additional offer?

Create a task inside the card with a due date and owner. The task appears in the Projects module and generates reminders. You can also set up automatic pipeline follow-up to alert the team when a card stays in a stage too long.

### How do I identify customers with upsell potential?

Use Synapse search in conversation history. Search for terms such as "upgrade," "I need more," "advanced feature," or the name of a complementary product. Synapse shows the exact conversation in which the customer showed interest.

### How do I see the total closed additional offers?

In Super Chat, type "list all Kanban wins," "Wow of the month," or "closed sales." Papo returns the number of won cards and the total in R$, considering the sum of card items or the estimated value.

## See also

- [How to use Kanban to manage contract renewals](/hc/papo/articles/how-to-use-kanban-to-manage-contract-renewals)
- [How to analyze the sales funnel report to identify conversion bottlenecks](/hc/papo/articles/how-to-analyze-sales-funnel-report-conversion-bottlenecks)

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