Configuring Lead Statuses

These statuses power the Lead Dashboard in the Digital Front Door and help ensure every inquiry receives timely follow-up.

Go to Settings > Leads > Lead Statuses to create, organize, and manage the statuses your team uses when working leads.

Statuses are grouped into four main categories:

• Open

• In Progress

• Closed Won

• Closed Lost

Each category represents a stage in the process of turning a lead into a scheduled patient.

Lead Status Categories

Open

The Open category is for new leads that have not yet been worked.

Typically this includes:

• New appointment requests

• Form submissions

• Patient inquiries that have not been contacted

Most organizations keep this category simple with a single Open status.

Once your team begins outreach, the lead should be moved to In Progress.

In Progress

In Progress statuses represent leads that your team is actively working.

This category usually includes steps in your outreach or scheduling workflow, such as:

• First contact attempts

• Follow-up attempts

• Insurance or eligibility verification

• Leads waiting on patient response

You can create multiple statuses here to match your team’s workflow.

Example statuses might include:

• 1st Contact

• 2nd Contact

• Eligibility Check

• On Hold

Closed Won

A lead moves to Closed Won when it successfully converts into a scheduled patient.

Most organizations use a single status here such as:

• Scheduled

Once a lead reaches this stage, it represents a successful conversion from inquiry to visit.

Closed Lost

Closed Lost indicates that the lead will not convert into a scheduled visit.

When a lead is marked Closed Lost, you will typically also assign a Closed Lost Reason to explain why the opportunity did not convert. Some reasons for using Closed Lost may include:

• Patient declined care

• Insurance not accepted

• Unable to reach the patient

Closed Lost Reasons are covered in a this article.

Managing Statuses

You can customize statuses to match your organization’s workflow.

Adding a Status

Click + Add within a category to create a new status.

For example, you might add:

• Left Voicemail

• Insurance Verification

• Waiting on Referral

Statuses should reflect real actions your team performs when working a lead. Keeping the language simple and obvious helps make sure your process for working a lead is followed.

Reordering Statuses

You can drag and drop statuses to change their order within a category.

Ordering statuses helps organize your workflow and reflects the typical sequence of steps your team follows when working a lead.

Adding Descriptions

Each status can include a description to help your team understand when to use it.

Descriptions are especially helpful for larger teams so everyone applies statuses consistently.

Example:

Eligibility Check
"Insurance verification is in progress before scheduling."

Follow-Up Automation

You can also assign a default follow-up time to certain statuses.

When a lead enters that status, the system can automatically create a follow-up task after the specified timeframe.

For example:

This helps ensure leads don’t fall through the cracks if a patient hasn’t responded.

Best Practices

Keep Open simple

Most teams only need one Open status.

Use In Progress for workflow steps

This category should reflect how your team actually works leads.

Automate follow-ups when possible

Adding follow-up reminders ensures every lead receives timely outreach.

Avoid too many statuses

Too many statuses can make the process harder to manage. Focus on the steps that truly matter in your workflow.

Why Lead Statuses Matter

Using lead statuses consistently helps your team:

• Respond faster to new patient inquiries

• Stay organized across multiple staff members

• Prevent leads from being forgotten

• Understand how many inquiries convert into scheduled visits

In short, statuses help ensure every potential patient gets the attention they deserve.