This article explains what the Client Journey pipeline is, what each stage means, how leads move through it, and the actions you handle by hand.

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The workflows that do the moving are covered in their own articles. This one is about the board itself.

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Click Leads in the left sidebar.

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There's one pipeline, called Client Journey, and it holds every lead your practice has. You won't need to choose between pipelines or set one up — this is the only one, and it's ready when your account is.

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This is the thing to understand before anything else: leads move through the Client Journey pipeline on their own.

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Every stage is driven by a workflow. Somebody submits your contact form and a lead appears. They book a consult and it moves. Your admin marks the consult, and it moves again. Nobody has to file anything, and nobody has to remember to.

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What the board is for is seeing where everyone stands — who's just arrived, who's waiting on a reply, who has a call booked, and who fell away. It's a picture of your practice, not a filing job.

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Did Not Convert on Consult Call reads more harshly than it is. It doesn't mean the call went badly.

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It's where someone waits between having the consult and actually booking a paid appointment. The call may have gone perfectly and they may be booking with you next week — until that booking exists, the consult has happened and nothing has been booked, which is exactly what the stage is recording.

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A lead you're mid-conversation with will sit there for a while. That's expected.

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The following actions are handled by your team.

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Dragging a lead from New Lead to In Communication. If the conversation happened inside ClinicMonk™ — a reply in Conversations, a text, an email — the lead moves itself and there's nothing to do. But a call from your own desk phone, or an email sent from your own inbox, is invisible to ClinicMonk™. It has no way of knowing you've spoken. When you talk to somebody outside the system, drag their lead across yourself.

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Marking a lead Won. When somebody becomes a paying client, drag their lead into the Won box at the bottom of the board. This is the one that matters most, because it's how a consult that worked gets recorded — and because marking a consult Showed only records that they turned up, not that they signed up.

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Marking a lead Won also does real work behind the scenes: it turns the contact into a client, stops the automations that were trying to convert them, and starts their welcome. That's covered in its own article.

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Marking a lead Not Qualified. This one isn't a drag. Open the lead and set the Not Qualified Lead field, choosing the reason that fits — somebody wanting a specialty you don't offer, or outside the area you serve, or not looking for therapy at all.

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Setting it stops every automation that person is currently in and marks the lead Lost, which takes it off your board. It's the right move for a lead you know isn't going anywhere, and it's kinder than leaving them to be chased by follow-up messages for a year.

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Two things to know. It isn't a do-not-contact switch — if that same person fills in a form or books a call later, the automations start again as normal, which is usually what you'd want. And it's silent: nothing is sent to them and nothing is sent to you. Its own article covers the rest.

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Your board shows open leads by default, so leads marked Won, Lost or Abandoned drop out of view.

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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.

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A lead marked Lost keeps the stage it was in when it happened. It doesn't move to the end of the board; it simply stops being shown.

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Nothing is ever deleted. A lead that has left your board still exists with its full history, and still counts in your reporting. Change the filter to include lost leads and it reappears.

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Being marked Lost also doesn't mean you've stopped talking to somebody. It's a pipeline outcome, not a do-not-contact instruction — most leads marked Lost are still receiving your nurture emails a year later.

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Two kinds of tag show up on lead cards, and they're there to be glanced at rather than managed.

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Follow-up tags appear on new leads and tell you how long somebody has been waiting. A brand-new lead is tagged green. After thirty minutes without follow-up, it turns red.

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Thirty minutes is a deliberately short fuse. Somebody who contacts a clinic has usually contacted more than one, and the practice that answers first tends to be the practice they book with. A column of red tags is the single most useful thing this board can tell you.

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Google Ad tags mark leads who arrived from one of your Google ads, so you can see at a glance which part of your board your ad spend is filling.

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Two controls change how the board looks. Neither changes anything about the leads themselves — they only affect what you're shown.

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Manage fields chooses what appears on the lead cards. Anything you don't use can be hidden, and anything you keep opening a lead's record to check can be brought onto the card instead.

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Advanced filters chooses which leads appear at all. It comes set to show leads whose status is Open, and that's how we'd suggest leaving it. Open leads are the ones that still need something from you, and a board showing only those is a to-do list. A board showing everything is an archive.

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There is a good reason to change it temporarily. Because a lead stays in whatever stage it was in when it was marked Won, Lost or Abandoned, widening the filter shows you where people ended up — how many were won straight out of a consult call, how many were lost while still sitting in New Lead, how many went quiet during a conversation. That's a useful thing to look at now and then, and it's the same question your dashboards answer with numbers.

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Set the filter back to Open when you've finished looking. Day to day, the board is more useful when it only shows the leads still in play.

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Every stage on this board is the visible end of a workflow, and each of those has its own article: what happens when someone submits your contact form, what happens when a consult is booked, what happens after the call, how leads move to In Communication, what happens to leads who don't book, and what happens when you mark a lead Won.

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This board is where you watch all of it happen.