Lead scoring
Score patients on their interactions to surface your hottest leads and set your team's priorities.
2 min read
In a clinic that receives dozens of leads a day, the key question is: who do we call first? Manage Scoring gives points for each thing a patient does — submits a form, sends a message, books an appointment, shows up. The higher the score, the closer the patient is to buying.
How it works
- You create a Score Profile, e.g. "Lead Score".
- You add rules to the profile: "When this happens → add/subtract this many points".
- When you Publish the profile, scores start being calculated for all patients.
- The score appears on the patient record and in lists, where you can sort and filter by it.
Create a score profile
- Open Settings → Manage Scoring.
- Fill in Score Profile Name and Description. The profile stays in Draft until you publish it.
- Click Add Rule to add a rule: choose the triggering event and enter the points to add or subtract.
- Review the rules list. Edit or remove the default rules to suit your clinic.
- When everything is ready, click Publish.
Note
The events you can score (form submissions, inbound messages, appointments, email opens and so on) are listed in the interface. If you want to score an event that isn't in the list, message our support team.
Example scoring table for medical tourism
| Event | Points | Why? |
|---|---|---|
| Form submitted | +10 | Interested but still cold |
| Inbound message (WhatsApp/Instagram) | +5 | Engaging in the conversation |
| Sent photos or X-ray | +20 | Serious — wants a treatment plan |
| Booked a consultation | +25 | In the decision stage |
| Attended the appointment | +30 | Very hot |
| Email bounced | −10 | Contact details are wrong |
Scores are for relative ranking, not absolute truth. Set simple thresholds — say 50+ is "hot", 20–50 "warm", below that "cold" — and share them with the team.
Tip
At the morning stand-up, have coordinators open a smart list sorted by score: "Arrived in the last 7 days, score above 50, no deposit paid yet". That's the day's first call list.
Edit a profile
You can change the rules of a published profile. Once saved, new events are scored with the new rules. Announce rule changes to the team so sudden score jumps don't confuse anyone.
Common issues
Every patient's score is 0. The profile may still be in Draft. Publish it with Publish.
Scores are higher than expected. Don't give high points to events that repeat often, such as inbound messages — patients who chat a lot but never decide will float to the top.
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