Glossary
Plain-English explanations of panel terms such as Contact, Opportunity, Pipeline, Stage, Tag, Custom Field and Smart List, with clinic examples.
5 min read
Some panel terms look alike at first glance. This glossary explains the core concepts you'll see in the panel in plain language, with examples from clinic life. Feel free to share this page when training your team.
The concepts at a glance
The image below shows how these concepts come together around a single patient record (Jonas Weber from Germany, enquiring about implants).
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Contacts and communication
| Term (in the panel) | What it means | Explanation and clinic example |
|---|---|---|
| Contact | A person | Anyone with a record in the panel: a prospective patient, a treated patient, a companion, a referring agent. Phone number and email identify the contact. |
| Conversation | Message thread | The full message history with a contact across all channels (WhatsApp, Instagram, Facebook, SMS, email). Listed in the Conversations inbox. |
| Channel | Channel | The route a message comes in or goes out on: WhatsApp, Instagram DM, Messenger, SMS, email, web chat. |
| Template | Approved message | A pre-approved WhatsApp message. Once the 24-hour window has closed, you can only message the patient with a template. See WhatsApp templates. |
| Snippet | Saved reply | Short texts your team uses often (address, price list note, transfer info). See Templates and snippets. |
| Assigned User | Owner | The team member responsible for the patient (e.g. the German-speaking coordinator). |
| Task | To-do | Something to do for a contact: "Call Lucas on Friday". Has a due date and an owner. |
| Note | Internal note | Internal information on the contact record; the patient never sees it. E.g. "Diabetic — needs doctor's approval." |
Data fields and grouping
| Term | What it means | Explanation and clinic example |
|---|---|---|
| Tag | Label | A short word to group contacts: implant, germany, vip, no-show. A contact can have several tags. See Tags. |
| Custom Field | Clinic-specific field | Information beyond the standard fields: treatment of interest, travel date, hotel, deposit amount. See Custom fields. |
| Custom Value | Reusable value | A fixed piece of information reused across the account (clinic address, Google Maps link, bank details). Inserted into messages as a variable; update it once and it changes everywhere. See Custom values. |
| Smart List | Saved filter | E.g. "Germany + implant + last 30 days". New records that match are added automatically. See Smart lists. |
| Object | Custom record type | Additional record types defined beyond contacts and opportunities. See Objects. |
The sales process
| Term | What it means | Explanation and clinic example |
|---|---|---|
| Pipeline | Sales process | The full set of stages a patient goes through from first message to treatment. E.g. a "Patient Journey" pipeline. See Creating a pipeline. |
| Stage | Step | A single step in the pipeline: New Lead, Consultation Booked, Treatment Plan Sent, Deposit Paid… |
| Opportunity | Deal | A patient's card in the pipeline for a specific treatment. One contact can have several opportunities (e.g. implants first, veneers a year later). |
| Opportunity Status | Deal status | Open (in progress), Won (deposit paid / treated), Lost, Abandoned. See Stages and statuses. |
| Opportunity Value | Deal value | The estimated treatment amount. Pipeline value and reports are calculated from it. |
| Lost Reason | Why it was lost | Price, another clinic, dates didn't work… Analysed in reports. |
| Lead Scoring | Lead score | Points given based on a patient's engagement. See Scoring. |
Calendars and appointments
| Term | What it means | Explanation and clinic example |
|---|---|---|
| Calendar | Bookable calendar | Defines the time slots that can be booked (online consultation, examination, procedure). |
| Calendar types | Calendar types | Types such as a personal calendar, a round-robin team calendar that distributes bookings, a group/class calendar and a collective calendar. See Calendar types. |
| Appointment | Booking | A record with a contact for a specific time. |
| Appointment status | Booking status | Confirmed, Unconfirmed, Showed, No-show, Cancelled. See Managing appointments. |
| Availability | Working hours | The hours a user or calendar accepts bookings. |
| Booking link | Self-booking page | A page link where patients pick their own slot. See Booking link. |
Marketing and reporting
| Term | What it means | Explanation and clinic example |
|---|---|---|
| Lead | Prospective patient | Someone who has enquired but not yet been treated. |
| Lead source | Where they came from | Facebook Lead Form, Instagram DM, Google Ads, website, referral. |
| Attribution | Credit for the sale | Which ad or channel a sale is credited to. First attribution shows the first touch, Latest attribution the most recent. See Attribution report. |
| UTM | UTM parameters | Source/campaign tags added to ad links; they feed the attribution reports. |
| Widget | Dashboard tile | A single chart or number tile on the Dashboard. See Customising widgets. |
| Media Storage | File storage | The account's file area: X-rays, photos, PDFs, videos. See Media Storage overview. |
Access and account
| Term | What it means | Explanation |
|---|---|---|
| Admin | Administrator | A user role with access to settings and all data. |
| User | Standard user | A standard role whose permissions are limited by an admin. |
| Permissions | Access rights | Which modules a user can see and what they can edit. See Roles and permissions. |
| Audit Logs | Activity history | A record of who changed what and when in the account. See Audit logs. |
Tip
Agree on a shared vocabulary with your team. Whether you say "lead", "enquiry" or "prospect" matters less than everyone meaning the same thing by the same word.
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