Every referral, sign-up, or inquiry that comes into your Hub becomes a lead ‚ The Leads table is where you manage all of them from first contact to conversion. Whether it's a Patient, Employee, or Partner lead, this is your command center for tracking where each person is in your pipeline and who's responsible for moving them forward.
Working your leads quickly and consistently is one of the biggest drivers of conversion. A lead that's contacted within minutes is far more likely to become a member than one that sits untouched. The Leads table gives you everything you need to stay on top of that at a glance.
Where Leads Come From
Leads enter your Hub through three main channels: Referral Campaigns or Promotions, the Contact Form on your Hub microsite, or self-registered option.
*Please note, in the past, everyone who self-registered came in as a lead. Now, it depends on their selection, so you truly know if it's a lead or an existing member. If they choose, "interested in services/other" they will come into your Leads table.
For more information regarding self-registered members, click here.
Referrals and Promotions
Any lead generated by a Referral Campaign can be managed from Members > Leads, or directly from your Referral History under Manage > Referrals.
Leads that come in from a Promotional event or offer show up in the leads table the same way.
Contact Form leads submitted through the Contact Us section of your microsite are new patient inquiries and should be worked the same way as any other lead in the table.
Why it matters: Knowing where a lead came from helps you tailor your outreach. A lead from a referral already has a personal connection to your business, while a Contact Form inquiry may need a bit more context-setting on that first call.
Getting to Your Leads
Navigate to Members>Leads in the top navigation and then click Patient Leads, Employee Leads, or Partner Leads depending on the lead type you want to review.
Each lead type has its own table, so you can focus on one audience at a time without noise from the others. Underneath each lead type, you'll also see a New Leads count, a quick way to spot how many leads haven't been touched yet.
Understanding the Leads Table
Once you're in the table, you'll see a row for every lead that matches your current filters, along with these columns:
Name & Email: The lead's name and the email address they signed up or were referred with. Click a name to open the full lead profile.
Parent Name: If the lead is a dependent (like a child), this shows the primary member or parent they're associated with.
Status: A dropdown showing where the lead currently sits in your pipeline.
Time in Status: How long the lead has sat in its current status. This is color-coded in red once a lead has been sitting for a while.
Assigned To: Who on your team owns this lead. Leads sitting on "Unassigned" for too long is a sign no one is actively working them.
Last Note: The most recent note left on the lead, so you can see what's already been tried without opening the profile.
Phone: The lead's phone number, when available.
Because Time in Status and Assigned To sit right next to each other, you can tell in seconds whether a lead is stalled because no one owns it yet, or because the assigned person needs a nudge.
Filtering and Searching Leads
At the top of the table, use the Search bar to find a specific lead by name, email, or similar details.
To narrow the list further, click + Add Filter to build a segment. Filters can be stacked using and / or logic, so you can combine multiple conditions. For example, a specific campaign and a specific status to zero in on exactly the leads you need.
Once you've built a filter you'll want to reuse, click Save Segment to save it for next time, so you're not rebuilding the same filter every visit.
Click Clear Filters at any time to return to the full, unfiltered list.
Filtering lets you focus your team's energy where it counts, like isolating every New Patient lead from a specific campaign that's still sitting untouched instead of scrolling through every lead in the table.
Updating a Lead's Status
Click the Status dropdown on any lead's row to see and choose from the available statuses:
New Patient- Just came in, hasn't been worked yet
Contacted- Called and outreach has been made
Scheduled- An appointment has been booked
Visited- The lead came in for their visit
No Show- The lead didn't show for a scheduled appointment
No Response- Outreach was made, but the lead hasn't responded
Won- The lead successfully converted
Lost- The lead did not convert
Simply select the new status from the dropdown, and the change saves automatically, no separate save button needed.
Keeping statuses current is what makes the rest of your Hub's reporting accurate. Your Referral Dashboard's Lead Pipeline and Contact Speed metrics are pulled directly from these statuses, so a status left un-updated is a blind spot in your own reporting.
These are the default statuses. Your Hub admin can rename, recolor, reorder, or add statuses to match how your practice works. See Customizing Your Lead Pipeline below.
Customizing Your Lead Pipeline
Every practice follows up with leads a little differently. The Lead Pipeline setting lets you shape your statuses around the way your team actually works. When your statuses match your real process, your team updates them consistently, and your reporting reflects what's really happening.
Click the Settings ⚙️ > Other Settings > Lead Pipeline.
Your statuses are organized into three groups. Each group plays a different role in moving a lead from first contact to a final outcome.
Active Funnel Stages
These are the working steps a lead moves through on the way to converting. By default they are New, Contacted, Scheduled, and Visited.
- Reorder stages: Click and drag the dotted handle to the left of a stage to move it into the order your team follows.
- Add a stage: Click + Add Stage to create a step that fits your process, such as "Consult Booked" or "Insurance Verified."
- Remove a stage: Click the trash can icon next to any stage you don't use.
New is your entry stage. Every lead is automatically assigned New when it first comes in.
Stalled / Follow-up
This group is for leads that need another nudge. By default it contains No Response. Leads in these statuses start re-engagement timers and may auto-escalate, so they don't quietly go cold.
- Click + Add Stage to add another follow-up status, such as "Left Voicemail."
- Click the trash can icon to remove one.
Why it matters: A stalled lead isn't a lost lead. This group keeps leads that need a second or third touch visible, separate from the leads that are actively moving forward.
Terminal (System-Managed)
These are the two final outcomes for every lead. The system requires them, so they can't be deleted. You can rename and recolor them to match your practice's language.
| Default status | What it does |
|---|---|
| Won | Converts the lead to a member, when member management is available for that lead type. |
| Lost | Archives the lead and ends all of its active workflows. |
For example, a practice might rename Won to "Started" and Lost to "We were not selected." The name changes, but the behavior stays the same.
Why it matters: These two statuses close the loop on every lead. Conversions are counted, rewards are fulfilled, and closed leads leave your active table. That way your team's attention stays on the leads that still need it.
Reset to Defaults
Want to start fresh? Click Reset to Defaults at the bottom of the page to restore the original statuses.
Assigning a Lead
Click the Assigned To dropdown on any row and select a team member to hand off ownership of that lead. The team member you assign will get an email letting them know a lead is now theirs. This email is controlled by going to Account>Users>Select the User>Edit Notifications>Toggle on New Patient Lead. If someone isn't receiving assignment emails, check that this notification is turned on for their user.
An assigned lead is a lead with a clear owner. Leaving leads unassigned makes it easy for them to fall through the cracks, whereas assigning them the moment they come in ensures someone is accountable for that fast follow-up.
Converting a Lead
Once a lead is ready to become a member, you can convert them either individually or in bulk.
Individual Conversion:
Click the lead's name to open their profile and click Convert to Member.
Review the information, then click Confirm.
Once converted, you may connect a rewards card and/or send them the email invite to register their account.
Taking Bulk Action
Many leads need the same next step. Some converted, some went cold, and some never should have been leads at all. Bulk actions let you handle all of them in one move, so your table only shows leads that still need attention.
How to use bulk actions:
- Check the box to the left of each lead you want to update. To select every lead on the page, check the box in the header row.
- Click the Action dropdown at the top right of the table.
- Choose the action you want to apply to the selected leads.
What Each Action Does
Mark Won ✅
Moves the selected leads to Won, which means they successfully converted. Point rewards fulfill automatically for both the referrer and the lead. In-house (non-point) prizes go to the Pending Rewards tab so your team can hand them out.
Mark Lost ❌
Moves the selected leads to Lost, which means they did not convert.
Closing out dead leads gives your pipeline an honest picture. It also keeps your team focused on the leads that can still be won.
Invite to Hub ✉️
Sends the selected leads an invitation to join your Hub as a member.
Once someone joins your Hub, they can start earning, engaging, and referring others. That keeps the cycle of connection going.
Flag as Spam 🚩
Marks the selected leads as spam and moves them into the Spam segment.
Duplicate or bogus entries skew your reporting and waste your team's follow-up time. Flagging them removes them from your working view without deleting them.
Archive 📦
Removes the selected leads from your active Leads table without deleting them. Archived leads keep their history, notes, and status, so you can still find them later.
Delete 🗑️
Permanently removes the selected leads from your Hub.
⚠️ This can't be undone. If you might want the lead's history later, choose Archive instead.
Archive vs. Delete vs. Spam: Which Should I Use?
| If the lead is… | Use | Why |
|---|---|---|
| Resolved or long gone cold, but worth keeping a record of | Archive | Clears your view and keeps the history |
| A possible duplicate or bogus entry you want to review | Flag as Spam | Sets it aside without losing it |
| Definitely junk, with no reason to keep it | Delete | Removes it permanently |
When you're unsure, choose Archive. You can always revisit an archived lead, but a deleted one is gone for good.
Spam Leads
- If the name and email of a lead is an exact match to an existing member in your Hub, it will be flagged as Spam and put in the Spam segment
- Do not merge Spam leads with an existing member profile. Simply delete or archive it, or change the status if it's not Spam.
A Note on Staying Ahead
The longer a lead sits without a status update or an owner, the colder it gets. Make it a habit to sort by Time in Status and clear out anything sitting in red. This one small daily check is often the difference between a lead that converts and one that goes cold.