The lead pipeline
How enquiries from calls, chat, forms and messages land in one pipeline, how leads move through stages and how your team follows up.
3 min read
Terms
- Lead. A person who has enquired but is not yet booked, such as a prospective patient asking about a service.
- Pipeline. A set of stages a lead moves through, from new enquiry to a booked or closed outcome. You can keep a separate pipeline for each service or campaign.
- Stage. One step in a pipeline, such as New, Contacted or Consult booked.
- Outcome. The result the agent records after a follow-up call, such as Consultation booked or Callback requested.
Where leads come from
Every enquiry lands as a lead in your 2care CRM, whatever its source:
- phone calls answered by the agent
- your website chat widget
- your own web form, forwarded to 2care (see forwarding your web form)
- WhatsApp and Instagram DMs
- enquiries sent to a forwarding email address
- lead ads on Facebook and Instagram
- leads your team adds by hand or imports from a spreadsheet
When a known contact enquires again while their lead is still open, the new details are added to the existing lead. A person whose earlier lead was closed starts a fresh one, so a returning enquiry is followed up properly.
The default stages
| Stage | What it means |
|---|---|
| New | Where every new lead starts |
| Contacted | Your team or the agent has reached out |
| Consult booked | A consultation is in the diary |
| Won | The lead became a patient or booked the service |
| Lost | The lead decided not to go ahead |
| Disqualified | The lead was not a fit |
You can rename stages, add your own and set up a pipeline for each service. A stage can carry a time limit: when a lead sits in it too long, a follow-up task is created for your team.
Follow-up calls
New leads can be called back by the agent automatically, if you switch it on for a pipeline. After an answered call, the agent records one of these outcomes, and the lead moves to the matching stage:
- Consultation booked. The lead is booked and moves forward.
- Interested, not booked. The lead stays open for your team.
- Not interested. The number is marked do-not-call.
- Callback requested. The call is rescheduled for the time the lead asked for.
- Wrong number. The outcome is recorded on the lead for your team.
- Do not call. The number is marked do-not-call.
Dialling a lead does not move its stage by itself. A lead moves when the agent records an outcome, or when the call is missed or ends with no outcome.
Working your leads
- Home. New leads, open tasks and headline counts for each pipeline.
- Board. One column per stage, so you see every lead where it sits.
- List. A searchable table with filters for pipeline, stage, source, owner, site and date.
- Lead detail. The full activity history, tasks, stage and owner for one lead.
Your team receives an alert when a new lead arrives, and the lead receives an acknowledgement by email.
Questions
Can we assign leads to staff?
Yes. Each lead has an owner, and tasks can be assigned to any member of your team.
Can we see where a lead came from?
Yes. The source is recorded on every lead, along with campaign tags from your website where they exist.
Does the agent call people who asked not to be contacted?
No. Numbers marked do-not-call are skipped on every follow-up and campaign call.
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