Opportunity & pipeline settings
Manage your pipelines in one place and set duplicate opportunity rules and lost reasons that fit your clinic.
3 min read
Settings → Opportunities & Pipelines is where you set the rules for your patient sales process. Here you list, edit and copy pipelines, and decide whether a patient can have more than one opportunity and which reasons can be chosen when a patient is marked "lost".
Before you start
- This page is visible to users with the Admin role.
- To learn how to build a pipeline from scratch and which stages to use, read Create a pipeline first. This article covers the settings side.
Manage pipelines
- Open Settings → Opportunities & Pipelines.
- The Pipelines tab lists all your pipelines with their number of stages and opportunities.
- Use Create Pipeline in the top-right corner for a new pipeline.
Each row has three actions on the right:
- Pencil (edit): rename the pipeline, add or remove stages, or drag them into a new order.
- Copy: use an existing pipeline as a template. For example, copy "Patient Journey" and adapt it as "Hair Transplant – UK" for hair-transplant patients.
- Bin (delete): removes the pipeline.
Heads up
Before deleting a stage or pipeline that contains opportunities, move those opportunities to another stage. Renaming a stage is safe — opportunities stay where they are. Your reports rely on stage names, so avoid renaming them often.
Opportunity rules
The Opportunities tab holds the general rules for how opportunities are created.
- The Duplicates box has two switches:
- Allow Duplicate Opportunities: can the same patient have more than one open opportunity in the same pipeline? For most clinics this should be off — otherwise a form submitted twice creates two cards on the board.
- Allow Multiple Opportunities per Contact: can the same patient get a new opportunity for a different treatment later? For example implants this year and zirconia crowns next year. Keep it on if you have many returning patients.
- In the Lost Reasons box, manage the reasons offered when an opportunity is marked Lost. Use Add for a new reason, the pencil icon to edit, and drag to reorder. Save with Save in the top-right corner.
Depending on your interface version, these switches may sit in a different place; on some accounts lost reasons are edited via the Lost Reason field under Settings → Custom Fields.
Suggested lost reasons for medical tourism
Lost reasons answer the question "why are we losing patients?". Keep the list short and clear:
- Price too high
- Chose another clinic
- No response
- Medically not suitable
- Travel / date issue
- Treating locally
Tip
At the end of each month, check lost reasons in Reporting. If most UK leads are lost with "Price too high", try a message template that leads with package value (hotel, transfers, guarantee) instead of price.
Card layout
You choose which details appear on opportunity cards (value, owner, source, custom fields and so on) from the board itself. More: Customise cards.
Common issues
The same patient appears twice on the board. Allow Duplicate Opportunities may be on. Switch it off and merge or delete the existing duplicates.
No reason list appears when I mark an opportunity as Lost. The Lost Reasons list may be empty. Add at least one reason.
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