The Client Journey pipeline is where every lead your practice receives is tracked, from the first time they reach out until they become a client. It follows up with new leads for you and shows you where each person stands at a glance.

This article explains where to find the pipeline, how leads get into it, what each stage means, the actions you handle by hand, and how to use the pipeline to see what might be slowing your practice down.

Where to find it

Click Leads in the left sidebar. You have one pipeline, called Client Journey, and it holds every lead your practice has. There is nothing to set up, because it is ready as soon as your account is.

Most of it runs on its own

Leads move through the pipeline automatically. Each stage is connected to a workflow, so when someone submits your contact form a lead is created, when they book a consult it moves forward, and when your admin marks the consult it moves again. Nobody needs to remember to file anything.

The pipeline is there so you can see where everyone stands. You can tell who has just reached out, who is waiting for a reply, who has a call booked and who has dropped off.

How leads get into your pipeline

Some leads are added automatically. These include website contact form submissions, online consult bookings and missed phone calls. Contact form leads get a text and an email straight away with a link to book a free consult. Missed callers get a text only, because ClinicMonk™ doesn't have their email address. Online bookings get a booking confirmation. Your admin can reply to them by text or email at any time.

Other leads need to be added by hand using the Lead Capture Form. This includes:

Phone calls with someone who has not booked yet. When you log these as a phone call, the lead goes straight to In Communication.
Emails sent to your own inbox.
Faxed referrals, such as a referral from a doctor.
Messages from directories such as Psychology Today.

Your pipeline and dashboards can only show what has been recorded in ClinicMonk™. Adding these leads as soon as they come in keeps your numbers accurate and makes sure nobody is left sitting in an inbox.

The stages

Stage	What it means	What puts a lead there
New Lead	Someone has reached out and nobody has spoken to them yet.	A contact form submission, a logged inquiry, or a missed call from a number you do not have.
In Communication	A conversation is under way.	Any message sent or received in ClinicMonk™, or a phone inquiry logged as a call. You move it here yourself if you spoke to them outside ClinicMonk™.
Consult Booked	They have booked a free consult call.	A booking on your ClinicMonk™ consult calendar.
Did Not Convert on Consult Call	The consult happened, but they have not booked a paid session yet.	Marking the consult appointment as Showed.
No Show/Cancelled Consult	The call didn't happen.	Marking the appointment as No Show, or the consult being cancelled. Follow-up texts and emails with your free guide start automatically.

The name "Did Not Convert on Consult Call" can sound negative, but it does not mean the call went badly. It simply means the consult has happened and the person has not booked a paid session yet. They may well book with you the following week, so it is normal for a lead to stay in this stage for a while.

What you need to do by hand

The following actions are handled by your team.

Move a lead from New Lead to In Communication when you have spoken to them outside ClinicMonk™. If the conversation happened inside ClinicMonk™, for example a reply in Conversations or a text or email, the lead moves on its own. However, ClinicMonk™ cannot see a call made from your office phone or an email sent from your own inbox, so in those cases you need to drag the lead across yourself.
Mark a lead Won when they become a paying client. To do this, drag their card into the Won box at the bottom of the board. This is the most important step, because marking a consult as Showed only records that the person attended, not that they signed up. Marking a lead Won turns the contact into a client, stops the automations that were trying to convert them, and starts their welcome email.
Mark a lead Not Qualified when you know they are not a fit. Open the lead and set the Not Qualified Lead field to the reason that applies, for example they want a specialty you do not offer, they are outside the area you serve, or they are not looking for therapy. This stops every automation they are in and marks the lead Lost, which removes it from your board. Nothing is sent to the person or to you. It is not a do-not-contact setting, so if they fill in a form or book a call later, the automations will start again as normal.

The tags on each card

Follow-up tags show how long a new lead has been waiting. A lead that arrived in the last 30 minutes has a green "Follow Up Now" tag. If 30 minutes pass without a follow-up, the tag turns red and reads "Overdue."

We keep this window short on purpose. People who contact a clinic have often contacted others too, and the practice that replies first is usually the one they book with. The automatic text and email go out straight away, but if the person has not replied, your admin should check whether they opened it and follow up personally before the tag turns red.

Google Ad tags show which leads came from one of your Google ads, so you can see which part of your pipeline your ad spend is filling.

Leads that leave the pipeline

Your pipeline shows open leads by default, so leads marked Won, Lost or Abandoned no longer appear. Leads aren't marked Lost automatically after seven days. If a lead sits idle in In Communication for seven days, ClinicMonk™ emails your admin or intake coordinator a reminder, and they decide whether to mark it Lost or leave it In Communication. Post-consult follow-up has its own sequence and conditions.

Nothing is ever deleted. A lead that leaves the pipeline keeps its full history, still counts in your reports, and stays in the stage it was in when it left. Being marked Lost also does not mean you have stopped communicating with the person, as most Lost leads are still receiving your nurture emails a year later.

Changing what you see

There are two settings that change how the pipeline looks. Neither of them changes the leads themselves.

Manage fields lets you choose what appears on each lead card. You can hide anything you do not use and add anything you often open a lead to check.

Advanced filters lets you choose which leads appear. It is set to show leads with an Open status, and we recommend keeping it that way day to day, because it gives you a list of the leads that still need something from you.

It can be useful to widen the filter now and then. Because leads keep their stage when they are marked Won or Lost, you can see where people ended up, such as how many were won straight after a consult call or how many were lost while still in New Lead. Just remember to set the filter back to Open when you are finished.

Using your pipeline to spot problems

The number of leads in each stage can tell you where your practice may be losing people.

If you see a lot of…	It usually means
Red "Overdue" tags	Leads are waiting too long for a reply, so focus on following up faster.
No Show/Cancelled Consult	There may not be enough consult availability. Make sure people can book within 48 hours.
Did Not Convert on Consult Call	Your intake coordinator may need more training on consult calls.
Not Qualified leads	Your marketing may be reaching the wrong people, so review your Google Ads or SEO targeting.

Where to find more detail

Each stage on this pipeline is driven by a workflow, and each workflow has its own article. These cover what happens when someone submits your contact form, when a consult is booked, after the call, when leads do not book, and when you mark a lead Won.