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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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Before you start

The Front desk care area must be on — it carries the board, appointments, patients and contacts together. See Care areas. Being on Enterprise means every limit is lifted: unlimited contacts, unlimited pipelines and segments, unlimited campaigns, custom fields, and advanced embedding. You will not meet an upgrade prompt on this page.

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What you’re looking at

Five tabs: The header carries New contact, a search box — “Search by name, email, phone, or company…” — a pipeline picker, Segments, a sort control, Clear, and Share contact page. Managers additionally get Custom fields, Import and Export. Board shows one column per stage, each with a count, and an Add contact button at the foot. A column with nothing in it says Drop contacts here; a hospital with no stages at all sees No pipeline stages yet. Contacts lists Name, Contact, Stage, Score, Source, Owner and Last activity, and reads “No contacts match your filters.” when a search finds nothing. Follow-ups opens on a count — “12 open follow-ups” — with a My follow-ups / All toggle and columns for Follow-up, Due, Owner and Priority. A due badge reads Overdue, Today, Upcoming or No due date. Cleared, it says “You’re all caught up — no open follow-ups.” Insights is the funnel: Total contacts, Open, Converted and Conversion rate, then Funnel by stage, Source ROI, Owner leaderboard, Waitlist aging and New leads (last 30 days).
Campaigns and Insights are hidden by role, not by plan. So are Import, Export, Custom fields and Manage stages. They are absent rather than greyed out for anyone who may not manage contacts — so if you cannot see them there is nothing to click and nothing to unlock on this screen. Managing the CRM is limited to the hospital owner and staff with the owner or manager role.

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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. The card jumps immediately; if the move fails it springs back with Could not move contact, and nothing is left half-moved.Contacts with no stage collect in an Unassigned column, which only appears when there is something in it. 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 as won or lost; those drive your conversion figures and the convert flow.Name stages after what happens next, not after how the enquirer feels. Deleting a stage moves its contacts to the first remaining one.
4

Bring in a list you already have

Select Import — “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 is a public enquiry page whose submissions land here as leads. Switch it live, set the page address, and use Share contact page in the header to copy the link — that hosted page is the fastest route live, with nothing to install. For your own site, copy the embed snippet into the page’s HTML just before the closing body tag. Full setup is on Contact form. Ask for the minimum on the form. Every extra field costs you enquiries.

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Who can do this

The controls in that last row are removed from the page rather than disabled, which is why “it’s greyed out” is never the symptom — the button is simply not there. Nothing on this page is gated by an individual permission slug, and no figure renders as a dash. Two behaviours worth knowing. Permission enforcement elsewhere in the product is opt-in per person, and the permissions sheet warns “Saving starts enforcing”. And a denied action is recorded in the audit log while an allowed one is not — hiding a module in Role Navigation is a convenience, not a security boundary.

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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.
  • A follow-up you marked done has left the Follow-ups count.

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Common issues

Either the Front desk care area is off — see Care areas — or your role does not reach the module. Under role-scoped navigation the CRM is opened to a narrow set of roles, so a clinician may well not have it.
They are hidden, not disabled, for anyone who may not manage contacts. Import, Export, Custom fields and Manage stages disappear with them. Ask an owner or manager, who have them by default.
The move failed and was undone — you will have seen Could not move contact. Check your connection and try again; the board never leaves a contact half-moved.
Deliberate. Unassigned is where contacts with no stage collect; it is a starting point, not a destination. Drag them out into a real stage instead.
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. Save your form changes first — the embed reflects what is saved, not what is on screen.
Limits snap back to the Free tier if the subscription is neither active nor trialing. Check your plan status under Change your plan.

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FAQ

No. Register them properly in Patients; the contact card stays as the record of how they first reached you.
No, and that is the point — “No clinical data lives here.” A contact is a pre-clinical record. Anything clinical belongs on a patient record, where it is protected and audited properly.
Only contacts who have opted in. Consent and an unsubscribe link are always enforced, so a contact who opted out is never mailed even if you select them.
A lead score, recalculated from the contact’s activity. Managers can force a recalculation from Insights with Recompute scores.
Yes — Enterprise has no cap. Use separate pipelines when two funnels have genuinely different stages, such as corporate occupational-health contracts and individual patient enquiries.