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Contacts is “Your pre-clinical funnel — leads, inquiries, prospects, and the waitlist. No clinical data lives here.” It holds the people who have reached your hospital but are not patients yet: the enquiry about an antenatal package, the employer asking about occupational health, the family ringing round about a scan.

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The five tabs

Campaigns and Insights appear only for staff who may manage contacts — as do Custom fields, Import, Export and Manage stages. They are absent rather than greyed out, so if you cannot see them there is nothing to click and nothing to unlock on this screen.

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Work the board

1

Open Board

Each contact is a card sitting in a stage. List shows the same thing as rows if you prefer, and behaves the same way.
2

Drag a contact between stages

Move the card as the enquiry moves. The position of a card is the status of the enquiry, so nobody has to open anything to see where things stand. If a move fails you get Could not move contact and the card springs back — nothing is left half-moved.Contacts with no stage collect in an Unassigned column. You can drag out of it but not into it.
3

Customise your stages

Select Manage stages to open Manage pipeline — “Rename, recolor, reorder, add, or remove stages. Drag a stage to change its order.” Mark the stages that end an enquiry with Mark as a won stage or Mark as a lost stage.Name stages after what happens next, not after how the enquirer feels. A pipeline needs at least one stage.
4

Bring in a list you already have

Select Import in the page header — “Upload a CSV, map its columns, and import. Rows are deduped on email then phone — existing contacts are updated, not duplicated.” The spreadsheet reception has been keeping is usually the right starting point.

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Take enquiries from your website

The Contact form page is “A public inquiry form for your website — share the link or embed it. New submissions land in your CRM as leads.” Switch it Live, then:
  • Your link — “Where people fill out the form.” Set the Page address, then Copy link. That hosted page is the fastest route live: paste it into a social profile, an email signature or a printed leaflet with nothing to install. The Share contact page button in the Contacts header copies the same link.
  • Content — the Headline, Description and Button label, plus the Confirmation screen people see after they submit. Set a Redirect after submit instead if you would rather send them to your own thank-you page.
  • Form fields — “Drag to reorder. The first six are built-in fields you can rename or hide; add your own custom fields below.” Ask for the minimum. Every extra field costs you enquiries.
  • Add to your website — “Copy this snippet into your site’s HTML, just before </body>.” Whoever maintains your site will know where that is. Save your changes first; the embedded form reflects what is saved, not what is on screen.

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What each plan includes

Customising the board — adding, renaming, reordering or deleting stages, or running more than one pipeline — needs Essential or above. Advanced embedding adds the widget’s style, position, theme and button text plus a raw frame for full styling control. Custom form fields are a Team feature. A hospital on Enterprise has all of it. See Change your plan.

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Check it worked

  • A contact dragged to a new stage stays there when you reload the board.
  • The count beside the Contacts tab matches what you expect after an import.
  • Submitting your own public form puts a new card on the board.
  • The embedded form appears on your website and its submission arrives here, not in an inbox.

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If something goes wrong

The Front desk care area is off. It carries the board, appointments, patients and the check-in board together — see Turn on your care areas.
They are hidden rather than disabled, for anyone whose role may not manage contacts. Import, Export, Custom fields and Manage stages disappear with them. Ask an owner or manager.
Customising the board needs Essential or above — below that you get “Your plan uses the default pipeline.”
Archive contacts that went nowhere, or raise the plan. A hospital that runs campaigns will reach 5,000 sooner than it expects.
The snippet has to go into the page’s HTML immediately before the closing </body> tag. If your site is edited through a page builder, look for its “custom code” or “footer scripts” box.
No. Register them properly in Patients; the contact card stays as the record of how they first reached you.

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Where to go next

Register and find patients

Turn an enquiry into a patient record.

Embeds and public forms

Every public surface you can put on your own website.