Before you begin:
For the basics of the Opportunities board, see the article How Do I Use the Opportunities Page.
Track how long leads sit in each column
You can set how long you expect a lead to stay in each column. As a lead waits longer than that, its card gets a priority label so your team can quickly see who needs attention first.
Set a time target for a column
Go to Opportunities.
Click the gear icon at the top of the column you want to update to open Column Settings.
Make sure Track time in column is turned on.
In Days in column, enter the number of days you expect a lead to stay in this stage.
Click Save changes.
You set the target separately for each column.
Tip: Turn off Track time in column for end states like won or lost, where a lead sitting in the column isn't a problem.
What the priority labels mean
Each card shows a priority label, from P1 to P4, next to the lead's name. For example, with a 3-day target:
The clock starts over each time a lead enters a column.
Each card also shows how long the lead has been waiting compared to the target, for example In column at 4x its 3d target. The top of each column shows how many leads need action.
Sort by Acuity
The Sort by menu has a new option, Acuity, which puts the leads that most need attention at the top. You can still sort by Created Date or Last Touch.
Work with a lead from the details window
The lead details window has been redesigned so you can reach out to a lead as soon as you open it. To open it, click the eye icon on the lead's card.
At the top of the window
Next to the lead's name, you'll see their priority label, the column they're in, their phone number, and how long they've been a lead. If they're past their column's time target, you'll also see an alert such as Follow-up is overdue.
Click Book to open the appointment scheduling window and create an appointment for the lead.
Click Call now to call the lead. To call, your practice needs VoIP set up and the lead needs a phone number on file.
Move a lead to a different stage
Click the column name next to the lead's name (for example, Booked Consultation).
Choose where you want to move the lead, such as Hot Lead.
Lead info panel
The left side of the window gives you a quick look at the lead:
Reach Them: their contact info and which channels are available, like SMS, calls, and email
History With Us: any completed visits
What They Asked For: a preview of the lead's submission answers. Click View full submission to see everything.
Appointments: upcoming or past appointments
Origin & Tags: where the lead came from, plus any tags. You can add tags here too.
Center Tabs
Conversation: Message the lead and see calls, portal messages, Instagram messages, faxes, AI sessions, and staff notes in time order. For calls, click View details to see more.
Activity: Log follow-up work and see the lead's activity history.
Submission details: See every answer the lead submitted, whether it came from a lead form, a booking page, a custom webhook, or another source.
Send a message
On the Conversation tab, open the menu next to Reply via and choose how you want to send the message. The menu shows every communication channel your practice has set up.
Type your message.
Click Send to send it now, or Schedule to send it later.
Tip: When sending an SMS, type @ in the message box to use a template.
Schedule a message
When you click Schedule, choose when the message should go out:
In 1 hour
Tomorrow
Next week
Next month
Pick custom time... to choose your own date and time
Draft a message with AI
AI draft writes a message for you based on the lead's form answers, recent conversations, appointments, and current stage.
On the Conversation tab, click AI draft.
The draft appears in the message box, with a short summary of what it's based on above it. Review the draft and make any changes.
Click Send to send it now, or Schedule to send it later.
Log an activity
Click the Activity tab.
Under Track activity, choose an Activity type, such as Phone Call.
In Outcome, describe what happened or add a next step. This field is required.
Click Add activity.
The activity then appears under Activity history.
