Lead management for aesthetic and cosmetic clinics
Give every enquiry a clear next step.
Keep enquiries, conversations and follow-up together in your aesthetic clinic. See who needs a reply, carry their history into the patient record and review the sources recorded with bookings.
A first question deserves a clear next step.
An enquiry can arrive while reception is helping someone else. Give your team one place to find the person, see what they asked and keep the next conversation moving, without a separate lead spreadsheet.
Keep the first enquiry.
Bring website forms, Web Chat and staff-entered enquiries into the lead record.
Know who needs a reply.
Give enquiries a person or team owner, then keep stages and follow-up deadlines in view.
Carry the history into care.
Convert a lead to a patient without rebuilding their contact and enquiry history.
See where enquiries lead.
Review first staff action, conversion and recorded campaign costs alongside captured sources.
Start the conversation. Keep the context.
Connect your website form or add Web Chat to capture enquiries before an appointment is made. Repeat enquiries can be matched by contact details, keeping the conversation with the right record.
- A simple start for visitors
Web Chat asks for a name and mobile before the conversation starts. Your team can reply from the DappleOS Inbox.
- Concierge Agent is coming soon
Leads is available now. Your team can manage enquiries and reply to Web Chat conversations from the DappleOS Inbox.
- More than website enquiries
Staff can create leads directly, while authorised API connections can bring enquiries into the same pipeline.
Make the next follow-up easy to find.
Give each enquiry a person or team owner. Use All leads, My leads or Unassigned to find the next conversation, then work from the pipeline or table without a separate handover spreadsheet.
- Share the follow-up
Assign enquiries to a staff member or owner group. My leads includes the groups you belong to; an owner filter helps you focus without changing staff access permissions.
- Make a team change once
Select leads in the table and change their owner, stage or both together. Reassign a colleague’s enquiries or move a selected group to its next stage, with up to 500 leads per bulk action.
- Give the next step an owner
Configure stage response targets and follow-up task rules. Tasks use the lead’s owner or a configured fallback person or group, so the handover follows your clinic’s setup. Scores and visible reasons help staff prioritise.
The person books. Their history comes with them.
Book an appointment directly from a lead. Convert the record manually or, with automatic conversion enabled, let the first appointment move it to Booked. The patient profile keeps the lead’s original enquiry, source and conversion history in view.
- One person, one continuing record
Contact details and enquiry history continue into the patient workflow. Staff with Leads access can revisit the lead history on the patient profile after conversion.
- Review an existing patient match
Authorised staff can review duplicate records through the patient merge workflow. Conversion and merging have separate permissions; a merge is a deliberate records decision.
- Follow-up that knows when to stop
Use the Is Still Lead condition in nurture automations to stop that sequence after conversion or loss.
Understand what happens after the enquiry.
Bring pipeline outcomes and follow-up measures into the same review. See where enquiries progress, how quickly staff first act and what recorded campaign spend works out to per captured lead.
- Measure the first recorded action
The Leads report measures average minutes to the first recorded staff action, such as a sent message, note, outbound call or move out of New. An unanswered call can count; this is not a measure of completed conversations or patient replies.
- Put recorded spend beside enquiries
Enter campaign spend manually by campaign, month and currency. The Acquisition ROI report compares that spend with captured leads and the leads that became patients. Spend is not imported from advertising accounts.
- Keep the comparison clear
Cost per lead divides recorded campaign spend by that campaign’s lead count; cost per conversion uses the leads that became patients. Leads without a captured campaign are excluded from these cost measures, and currencies stay separate. Attribution depends on the history captured.
Trust and compliance
Your clinic stays in control.
Keep enquiry capture, staff access and patient information within clear boundaries.
Feature availability depends on your plan, enabled features and access permissions.
- Hosted in Australia
- Encrypted storage
- Separate marketing consent
- An enquiry does not automatically opt someone into general marketing. Review messaging preferences separately from the analytics and advertising consent settings used for website tracking.
- Private patient information
- A Web Chat visitor can see only messages within their own website-chat session. Matching an existing contact does not unlock that patient’s record.
- Permission-controlled work
- Lead viewing, editing and management permissions separate staff responsibilities. Patient merging needs its own permission. Owner filters organise the view; they do not restrict access to records.
- Clinic-controlled setup
- Leads must be enabled for your clinic. Owner groups, stage task rules, fallback owners, automatic conversion and nurture journeys need their own setup. Your team decides how enquiries will be handled.
FAQs
How can DappleOS help our clinic keep track of new enquiries?
With Leads enabled, bring connected website forms, Web Chat and staff-entered enquiries into one pipeline. Give enquiries a person or team owner and use stages, response targets and configured follow-up tasks to see what needs attention. Authorised API connections can also create leads.
Do we need to enter the person again when they book?
No. Staff can book directly from the lead and the contact record continues into the patient workflow. You can convert it manually or enable automatic conversion on the first appointment. Lead history remains visible on the patient profile for staff with Leads access. If the person already has a separate patient record, authorised staff can review the match through the patient merge workflow.
Can we share follow-up across the team and reassign enquiries?
Yes. Assign a lead to a person or owner group, then filter by All leads, My leads, Unassigned or a particular owner. In the table, staff with editing access can update the owner, stage or both for selected leads, up to 500 per action. Configured stage rules can create follow-up tasks using the lead owner or a fallback person or group.
How are leads prioritised?
Lead scores combine engagement signals and the clinic’s conversion history, with reasons visible to staff. Hot, Warm and Cold bands help your team prioritise follow-up. AI intent classification adds context, but the score does not assess clinical suitability or decide how the team should respond.
How can we measure our team’s first follow-up?
The Leads report shows average minutes to the first recorded staff action. A sent message, staff note, outbound call or move out of New can count. An unanswered call can also count, so this measure is not the same as a patient reply or a completed conversation. Review it alongside pipeline outcomes and enquiry history.
Can we stop lead nurture after someone books?
Yes. The Is Still Lead condition lets a nurture workflow check whether the person is still an active lead. It follows the other branch after conversion or loss, allowing the sequence to stop. This condition needs to be included in your clinic’s automation.
Does capturing an enquiry also give us marketing consent?
No. An enquiry, a saved audience and a captured source do not establish permission for every future communication. Review the person’s messaging preferences and your clinic’s tracking-consent configuration separately. Source attribution also does not mean conversions are being sent to an advertising platform.
Can we compare campaign costs with the leads they bring in?
Yes. Authorised staff enter spend manually for each campaign, month and currency. The Acquisition ROI report shows recorded spend, cost per lead and cost per conversion to a patient. The cost measures exclude leads without a captured campaign, keep currencies separate and depend on captured attribution. Advertising-platform spend is not imported automatically, and these measures do not prove that an advertisement caused a booking. A demo can show the setup and reporting relevant to your clinic.
Ask DappleOS
Ask how Leads could fit your enquiry channels, front desk and follow-up workflow.