This is the one place where nothing happens until you make it happen. An inquiry that arrives by phone, voicemail, text, email or fax isn't in ClinicMonk™ until somebody types it in, and nobody gets contacted until somebody contacts them.
What makes this different
Every other way a lead reaches you starts itself. Someone submits your Contact Form, books a consult, or requests your lead magnet, and ClinicMonk™ takes it from there — creating the lead, sending the first message, starting the follow-up.
An inquiry that arrives any other way does none of that. Two things are on you:
Logging it, using the Lead Capture Form.
Contacting and/or communicating with the person, because this automation never messages them.
Logging the inquiry
Open your Lead Capture Form. Its address is your own website address with connect. in front of it, followed by /lead-capture-form. So if your website is examplecounseling.com , your form is at https://connect.examplecounseling.com/lead-capture-form. It's the same address every time. Bookmark it, or keep it somewhere everyone who answers the phone can reach it.
Fill in First Name. It's the only field you have to complete — ClinicMonk™ needs a name to create the contact and the lead. If you don't know their first name, enter Unknown. Someone texts without saying who they are, or leaves a voicemail with no name and no email address. Those inquiries still need a record, and ClinicMonk™ can't create one without a name. Nothing about this is permanent. As soon as you learn their name, update it in the contact details and the lead details.
Fill in Last Name, Phone Number and Email if you have them. None of the three are required, because an inquiry doesn't always arrive with all of it. Add whatever you do have. Without a phone number or an email address there's no way to message the person from ClinicMonk™ at all.
Choose a Lead Source. This is where you say how the inquiry reached you — Phone Call, Voicemail, Text Message, Email Inquiry, or Fax Received. The rest of the form changes based on this answer, so choose it before filling in anything below.
For everything except a fax, answer How did they hear about us? If you pick Other, a box called Other Lead Source appears underneath. Type where they came from there.
For a Fax Received, three different fields appear instead:
Attach Fax File — upload the fax. PDF, DOC/DOCX, XLS/CSV, JPG/JPEG, PNG and GIF are accepted.
Referral source name — who sent it.
Referral source email — their email address.
Check that email address before you go on. ClinicMonk™ sends a thank-you to it automatically, signed in your practice's name, with no review step and no way to hold it back.
Add anything useful to Notes and additional information. This is the place for coverage details — the coverage name and account number, for instance.
If you have a document that goes with the inquiry, add it under Add a file to the contact details. One file, same formats as the fax upload. A photo of a coverage card is the usual example.
Click Submit Lead.
Why fields appear and disappear
The form only shows you the fields that matter for the Lead Source you picked, so there's nothing to skip past.
You chose | You'll see |
Phone Call, Voicemail, Text Message or Email Inquiry | How did they hear about us? |
Fax Received | Attach Fax File, Referral source name, Referral source email |
Other Lead Source appears only when you answer Other to How did they hear about us?
If a field you were expecting isn't there, check what you selected as Lead Source.
Where the lead lands
Lead Source | The lead goes to |
Phone Call | In Communication |
Voicemail | New Lead |
Text Message | New Lead |
Email Inquiry | New Lead |
Fax Received | New Lead |
Only a phone call goes straight to In Communication, because it's the only one where you've actually spoken to the person. A voicemail, a text or an email is someone reaching out to you — until you answer, the conversation hasn't started.
Anyone sitting in New Lead is waiting to hear from you.
Contacting the person
Nothing in this automation reaches out to the person who inquired. No text, no email, no follow-up sequence. Logging them creates the record — the first contact is yours to make.
For a faxed referral there's a second reason to be prompt: the thank-you email already told the referring person that your team will be reaching out to the client shortly.
Moving a lead to In Communication
Once you're actually in contact with someone, their lead belongs in In Communication. There are two ways it gets there.
If you reply from Conversations, it moves itself. Answering a lead's message in ClinicMonk™ moves their lead to In Communication without you doing anything.
If the conversation happened somewhere ClinicMonk™ can't see, move it yourself. Calling someone back from your desk phone leaves no trace in ClinicMonk™, so the lead stays in New Lead. Drag it into In Communication on your pipeline.
What you don't have to do
You don't thank the referrer. That email sends on its own when you log a fax referral.
You don't record the inquiry anywhere else. Submitting the form saves a note on the contact with what you entered.
What you're aiming for
An inquiry that arrives by phone, voicemail, text, email or fax is the same opportunity as any other — it just arrives without any of the automatic follow-up. The aim is the same: get them booked onto a consult call, or into a paid appointment with a therapist.