A lead's page
Press a name on Leads.
One page holds the whole conversation with one person, and it leads with what to do next. At the top is their first name and the stage they are in, what they asked about in their own words, and one line with the guide price they were sent, the practitioner, where they came from and when. Previous lead and Next lead open the leads above and below this one on the list you came from. More, at the right, holds Book, Reassign, Merge, Pause, Close and Test, and Existing patient to find somebody already on file by name.
Under the header, four steps show where they are: Reply, Application, Grade and Booked. The current step is highlighted, the ones before it are done.
The Now card says the one thing to do and lets you do it in the card. Where nobody has answered them and there is a mobile number, it says Call and their name, with the number, Spoke, Missed, Email and WhatsApp. Where there is no mobile, it says Reply by email, with the reply already written: it asks them to apply through the practice's own application page and to send their mobile number. Change it if you want and press Send; it goes from the practice's own address. Call and WhatsApp do not appear until there is a mobile.
Once the application has been sent, the card says Nothing to do, with when it went and when the next reminder goes by itself; Remind puts a reminder in the email box to send now. An amber application says Call, with what it missed and What to say, the practitioner's own words for that call. A red one says Nothing to do and who has it. A green one that was sent times to book says Nothing to do, with when the times went. A booked lead says Booked, with the consultation, what was paid and the patient's name, which opens their record. A flagged application waiting for the practitioner shows their decision here: Book, Assess or Decline.
Details, on the right, holds their first name, surname, mobile, date of birth and email, each changed in its box and saved as you leave it. A missing surname or mobile is marked Needed. Adding the surname makes their patient record. Where somebody on file has the same email, or the same full name and date of birth, one banner offers them: Same person joins the enquiry to that record, Not her stops it being offered again. Nobody is offered on a first name alone.
Follow-up shows the next contact day, the pathway carrying them, and the messages that will actually be sent, soonest first, with the rest folded. Choose another pathway from the list to put them on it. Pause holds everything until a day you choose. Follow-up stops when they apply or book, and holds while they have written and are waiting for an answer.
History is every attempt, by anyone, newest first, in plain words; a message sent opens in full where it is listed. Note adds a line of your own, and Spoke and Missed record a call made on another phone with what is typed in the box. Her enquiry, folded, holds what they asked about, their message, how they heard of us, news and offers, and the application with its grade; a Director changes the grade from More. Reviewed price, folded, shows what was sent from their guide price account; only the lead's own practitioner gives a price, a note and a video and sends them.
A note that says you answered from somewhere else, such as "Replied by email", counts as an answer, but the message itself is not on the lead. For an email, the note's line shows a filing address and a subject: forward the email to that address with that subject and it is filed on the patient's record. Send from the lead page next time and nothing needs bringing in.
Close asks why: not now, price, went elsewhere, unsuitable, no response, booked, or team member for a colleague who messaged by mistake. A closed lead stays on the list under its own filter, and any time it was holding goes back to everybody else.