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Client Pipeline

The Client Pipeline section helps your clinic track every prospective client from the moment they first reach out to the moment they become an active client — and beyond. Think of it as your visual intake funnel.

1. What Is a Pipeline?​

A client pipeline is a series of stages that represent the steps a lead moves through. A lead is an individual prospective client (prospective client) positioned at a specific stage in the pipeline.

Example Intake Pipeline:

New Inquiry → Evaluation Scheduled → Evaluation Complete → Awaiting Authorization → Active Client

At any given time, you can see exactly how many leads are in each stage and which ones need action.

2. Recommended Pipelines for Speech & ABA Clinics​

Speech Therapy Intake Pipeline​

StageWhat Happens Here
New InquiryLead submitted a form or called; initial contact not yet made
Initial Contact MadeTeam has reached out; waiting for response
Evaluation ScheduledEvaluation appointment is booked
Evaluation CompleteEvaluation has occurred; plan of care pending
Awaiting Insurance AuthSubmitted to insurance; waiting for authorization
Auth ReceivedAuthorization approved; scheduling ongoing sessions
Active ClientClient is actively receiving services
WaitlistInterested but no current availability
Closed – Not a FitDid not meet criteria or chose another provider
Closed – WonSuccessfully onboarded (can be moved to Active Client)

ABA Therapy Intake Pipeline​

StageWhat Happens Here
New InquiryInitial contact or referral received
Intake Paperwork SentIntake forms sent to family
Intake CompleteAll paperwork received
Assessment ScheduledBCBA assessment booked
Assessment CompleteAssessment done; awaiting report
Auth Submitted to InsuranceInsurance packet submitted
Auth ApprovedServices authorized; scheduling in progress
Active ClientReceiving ABA services
WaitlistOn waitlist for BCBA availability
Closed – Not a FitDeclined or ineligible

3. Creating a Pipeline​

  1. Click Leads in the left sidebar.
  2. Click + Add Pipeline (or navigate to Settings > Pipelines > + New Pipeline).
  3. Name your pipeline (e.g., "Speech Therapy Intake").
  4. Add stages by clicking + Add Stage.
  5. Name each stage and assign a color for visual distinction.
  6. Drag stages to reorder them.
  7. Click Save.

4. Adding a Lead​

A lead represents a single prospective client moving through your pipeline.

Creating a lead manually:

  1. Go to Leads.
  2. Click + Add Lead.
  3. Fill in:
    • Contact — search for the existing contact or create a new one
    • Client Pipeline — select the relevant pipeline
    • Stage — where this lead currently is
    • Value — estimated monthly value (optional but useful for revenue reporting)
    • Status — Open, Won, or Lost
    • Assigned To — the team member responsible
  4. Click Save.

Leads are also created automatically when a contact submits an intake form with the right automation trigger set up. See Automation Sequences.

5. Moving a Lead Through Stages​

Drag and drop:

  • In the Kanban (board) view, drag a lead card from one stage to the next.

Editing the stage directly:

  1. Click on the lead card to open it.
  2. Use the Stage dropdown to select the new stage.
  3. Changes save automatically.

Best Practice: Move leads when a real milestone occurs (e.g., don't mark "Evaluation Scheduled" until the appointment is actually confirmed on the calendar).

6. Lead Views​

Switch between two views depending on your preference:

ViewBest For
Kanban (Board) ViewVisual drag-and-drop; great for daily client pipeline management
List ViewSpreadsheet-style; good for sorting and bulk actions

7. Lead Details​

Each lead card contains:

  • Contact name and info
  • Current client pipeline stage
  • Assigned team member
  • Estimated value
  • Last activity date
  • Notes and activity timeline (shared with the contact record)

8. Pipeline Filters​

Use filters to focus on specific subsets of your client pipeline:

  • Filter by assigned team member (e.g., "Show me only my leads")
  • Filter by stage
  • Filter by date created or last modified
  • Filter by estimated value range

9. Won, Lost, and Abandoned​

When a lead reaches a conclusion, update its Status:

StatusWhen to Use
OpenStill actively moving through the client pipeline
WonClient successfully onboarded
LostChose another provider, couldn't authorize, dropped out
AbandonedNo response after multiple follow-up attempts

Setting the correct final status is important for reporting. It tells you your conversion rate and where most leads fall off.

10. Pipeline Reporting​

View pipeline metrics in Reporting > Leads (see Reporting & Analytics):

  • Total leads by stage
  • Conversion rate (leads → active clients)
  • Average time spent in each stage
  • Revenue closed (Won)
  • Lost/abandoned analysis