Managing leads and converting them to patients

Leads are managed from Leads. Use this page for prospective patients who need follow-up before they become patients.

How do I view and filter leads?

In the left sidebar, click Leads to find prospects, see their status, and decide what needs follow-up next.

The workspace shows leads in the list or board view. Use List / Board view to switch between the two layouts, Search leads to find a lead by name, email or phone, Filters to narrow the list by status or assigned team member, and a lead row to open a lead from the list.

The lead panel shows the lead's details, notes, activity feed, and any linked calls. The board groups leads by status. On lead cards, the source label for web-form leads is Contact form.

How do I add a lead?

In the left sidebar, click Leads. Add a lead when a prospective patient should be tracked before they become a patient. Name is required.

Use Name (1) for the lead's name, Date of birth (2) if you have it, Phone (3) if you have it, and Email (4) if you have it.

1. In the left sidebar, click Leads.
2. Select New lead.
3. Enter the lead's Name.
4. Add Date of birth if you have it.
5. Add Phone and Email if you have them.
6. Choose a Status.
7. Choose an Owner if someone should be responsible for the lead.
8. Add How they heard about you, Location, Follow up and Notes as needed.
9. Select Create lead.

After the lead is created, the lead panel opens so you can continue working it.

How do I update a lead and schedule follow-up?

In the left sidebar, click Leads, then select the lead row or board card. Use the lead panel to keep contact details, ownership and next steps current.

1. In the left sidebar, click Leads, then select the lead row or board card.
2. In the lead panel, select the inline row you want to change.
3. Update Status, Owner, Follow-up, Phone, Email, Date of birth, Heard about us, or Location.
4. Type in Notes to add context for the team.
5. Wait for the note to save automatically.

You can also update the lead from the board by opening it and editing the same rows in the panel. If insurance details are available in your workspace, the lead panel includes Insurance; those details are optional and are carried over to the patient on conversion. The origin area also shows website attribution details when they exist.

How do I log lead activity?

In the left sidebar, click Leads, then select the lead row or board card. Use the composer at the top of the activity feed to record what happened with a lead and keep the handoff visible to the team.

1. In the left sidebar, click Leads, then select the lead row or board card.
2. Choose Note, Call, Email or Referral.
3. Enter the activity description.
4. Select the matching action button.

The activity feed shows logged activity, status changes, archive and restore events, and intake form submissions. It also shows linked calls when they exist.

How do I change a lead's status?

In the left sidebar, click Leads. Change status when a lead moves to a different step in the pipeline.

Status	Use it when
Open	The lead has been added and still needs first follow-up.
Converted	The lead has been converted to a patient.
Lost	The lead is not moving forward.

1. In the left sidebar, click Leads.
2. Find the lead.
3. Select the lead's Status pill.
4. Choose the new status.

In Board view, you can also drag a card between open status columns. Converted appears in the status menu, and converted leads can move between converted statuses when more than one exists. Use Convert to patient for a lead that is not yet converted.

Owners and admins can edit the status list from Settings → Leads. There they can add new statuses, rename them, recolor them, reorder them, remove ones they no longer use, and reassign any lead status, including converted statuses.

How do I convert a lead to a patient?

In the left sidebar, click Leads. Convert a lead when the prospective patient should become a patient record. You cannot convert leads that are already Converted or Lost.

Use First name (1) and Last name (2) to create the patient record, Invitation email (3) if you want to send an invitation during conversion, Book a visit next (4) if you want the visit form to open after conversion, and Convert (5) to finish.

1. In the left sidebar, click Leads.
2. Open the lead's actions menu.
3. Select Convert to patient.
4. Confirm or edit First name and Last name. Both are required.
5. Enter Invitation email if you want to send an invitation during conversion, or leave it empty to add the patient without sending one.
6. If more than one converted status exists, select the converted Status you want to set.
7. Select Convert or Convert & invite.

Ona adds the patient and marks the lead Converted. You can also choose Book a visit next if you want to open the visit form after conversion.

How do I delete a lead?

In the left sidebar, click Leads. Delete a lead only when it should be permanently removed.

The confirmation dialog shows Delete this lead permanently? (1) so you can review what will be removed, Cancel (2) to back out, and Delete (3) to delete the lead for good.

1. In the left sidebar, click Leads.
2. Open the archived lead.
3. Open the lead's actions menu.
4. Select Delete permanently.
5. Review the confirmation message.
6. Select Delete lead.

Deleting permanently removes the lead and all associated activity. This cannot be undone.

How do I turn Leads on or off?

Owners and admins can enable or disable Leads and manage lead statuses from Settings → Leads. In the left sidebar, click Settings (at the bottom), then click Leads. When Leads is enabled, it shows the Leads pipeline in the sidebar for your team to manage patient acquisition. Staff can work leads from Leads, but they cannot manage this setting.

Use Settings (1) in the left sidebar to open organization settings, and Leads (2) in the settings menu to open the Leads settings page.

1. In the left sidebar, click Settings (at the bottom), then click Leads.
2. Set Leads to Enabled or Disabled.
3. Update the lead statuses if you want to add, rename, recolor, reorder, remove, or reassign them.
4. When Leads is enabled, select Open leads to go to the workspace.

The setting saves automatically. When enabled, Leads includes the lead panel, autosaving notes, an activity feed and composer, archive and restore actions, and one-click conversion to patients.

What can't I do here?

In the left sidebar, click Leads. Access and actions are limited in these ways:

• Doctors do not have the operational Leads workspace.
• Staff cannot open Settings → Leads.
• You cannot create a new lead directly as Converted.
• You cannot convert a lead that is Converted or Lost.
• You cannot delete an active lead; delete is available only after archiving.
• Deleting a lead is permanent and removes its associated activity.

Common questions

Can I message a lead from the Leads page?

Yes, when the matching communication channel is enabled and the lead has the matching contact detail. Email actions require an email address. SMS actions require a phone number. See The omnichannel inbox for messaging behavior.

Why don't I see Converted or Lost leads on the board?

In the left sidebar, click Leads. Board view is for open lead stages. Use the status pill or Settings → Leads to move or manage a lead's status.

Can I reopen a Lost lead?

Yes. In the left sidebar, click Leads. Open the Status pill on a Lost lead and choose an open status.

What happens if I convert without an invitation email?

Ona adds the patient and marks the lead Converted. If more than one converted status exists, choose the one you want in the conversion dialog. No invitation email is sent from that conversion dialog.

Where do I edit lead statuses?

In the left sidebar, click Settings (at the bottom), then click Leads. Owners and admins can add, rename, recolor, reorder, remove, and reassign lead statuses there.