When someone submits your Contact Form, ClinicMonk™ sends them an automatic text and email, then stops. This article covers what you or your team need to do next so the inquiry gets a real reply.
What ClinicMonk™ has already done
Before you do anything, the automation has already:
Created the lead in Client Journey at New Lead.
Sent the person a text and an email, both offering your Free 20 - Minute Consult booking link.
Emailed your clinic administrator with the subject Action Required: New Contact Form Submitted.
Nothing else happens on its own. The person has been acknowledged, not answered. Until someone from your clinic replies, the lead sits at New Lead.
A separate article, covering what the automation sends and when, explains that part in full.
Steps
Open the email with the subject Action Required: New Contact Form Submitted. It contains no details about the person who inquired — only a link into ClinicMonk™. Click that link. You can also skip the email and sign in to ClinicMonk™ directly.
Sign in if you're asked to.
Read what the person submitted, including their answer to Tell us a bit about what you're looking for.
Click Conversations in the left sidebar.
Open the conversation with the person who submitted the form.
Set the reply to go out by email rather than by text.
Write your reply and send it.
What happens next
Your reply is saved in the conversation, so anyone on your team who opens it later can see what was said.
Sending the reply also moves the lead out of New Lead and into In Communication. That stage change is how you tell at a glance which leads have been answered and which are still waiting.
If the person replies to you, their message lands in the same conversation.
What you're aiming for
The point of the conversation is to get the person booked: onto a Free 20 - Minute Consult, or straight into a paid appointment with a therapist.
Your Free 20 - Minute Consult booking link is already in the automatic text and email they received, so you can send it again in your reply rather than looking it up.
Until they book, they stay a lead the Client Journey pipeline in the In Communication stage. Everything you write in the conversation is working toward that booking.