Managing leads
Track prospective patients from first call or enquiry to booked visit — your acquisition pipeline, fed by the AI Receptionist.
A lead is a prospective patient who hasn't booked yet. The Leads page is your acquisition pipeline: everyone who called, enquired, or was referred, and where each stands on the way to becoming a patient.
The Leads page
Go to Leads in the left sidebar — "manage your patient acquisition pipeline".
Each row shows the lead's name and source (e.g. "via AI receptionist", "via Friend", "via Google"), contact details, Status, who it's Assigned To, a Follow-up action, and when it was created. Toggle between Table and Board in the top right; New Lead adds one by hand.
Pipeline stages
The Pipeline panel on the right shows the stages with live counts:
- New — just arrived, no contact yet.
- Contacted — someone has reached out.
- Waiting on Referral — pending a referral to come through.
- Scheduled — an appointment is booked.
- Converted — became a patient.
- Lost — didn't proceed.
Change a lead's status from the dropdown in its row. The counts update so you can see where leads are piling up — a stack in Contacted with nothing moving to Scheduled points at a follow-up problem.
Sources
The source tells you which channels are working. Leads tagged "via AI receptionist" come from inbound calls the AI Receptionist answered (see Setting up the AI Receptionist) — a caller who didn't book still becomes a lead you can pursue. Others come from your booking page, referrals, or manual entry.
Watch the source mix over time. It's the clearest signal of which acquisition channels earn their keep and which don't.
Assigning and following up
- Assign puts a team member on the lead, so it's clear who owns the next step.
- Schedule a follow-up sets a reminder to make contact.
A lead with no owner is a lead nobody chases. Assign leads promptly, even provisionally, so none sit in New by default.
From lead to patient
When a lead books, they cross over into a patient record. Converting is the handoff from acquisition to care — the CRM side (this page) hands to the EMR side (Creating a patient record). Lead capture and qualification behaviour is configured under Settings → Leads.
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