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Communications
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8

Messages & Lead Management

Effective communication with patients and potential leads is essential for a successful practice. Genkō provides robust messaging and lead management tools.

Part 1: Messages

Accessing Messages

  1. Click Messages in the sidebar
  2. URL: /admin/messages

Messages Overview

The Messages interface has two main panels:

Left Panel: Conversations List

  • All active conversations
  • Search and filter options
  • Status indicators
  • Priority badges

Right Panel: Conversation View

  • Selected conversation messages
  • Message input area
  • AI assistant controls

Understanding Conversations

Each conversation shows:

Element Description
Patient Name Conversation participant
Last Message Preview of most recent message
Status Badge Active, Pending, Resolved
Priority Low, Medium, High
AI Icon Blue robot if AI is enabled
Message Count Total messages
Timestamp Last activity time

Conversation Statuses

Status Color Description
Active 🟢 Green Ongoing conversation
Pending 🟡 Yellow Awaiting response
Resolved ⬜ Gray Conversation closed

Starting a New Conversation

  1. Click New Conversation button
  2. Select a patient or enter contact info
  3. Set conversation priority
  4. Choose AI assistance preference
  5. Click Create

Sending Messages

  1. Select a conversation from the left panel
  2. Type your message in the input area
  3. Optional: Toggle AI override
  4. Click Send or press Enter

Message Options:

Option Description
AI Override When enabled, bypasses AI for manual responses
Attachments Add files (coming soon)

AI-Assisted Messaging

Genkō includes intelligent AI assistance:

How AI Helps:

  • Drafts initial responses
  • Suggests replies based on context
  • Handles routine inquiries
  • Learns from your communication style

AI Toggle Per Conversation:

  1. Open conversation settings
  2. Toggle "AI Enabled" switch
  3. When ON: AI may respond automatically
  4. When OFF: All responses are manual

AI Override for Single Message:

  1. Toggle "AI Override" before sending
  2. Your message bypasses AI processing
  3. Useful for sensitive or specific responses

Message Indicators

Message Sender Types:

Icon Sender Description
👤 User Patient Message from patient
🤖 Bot AI AI-generated response
💬 Staff Staff Manual staff response

AI Generated Badge:

  • Messages created by AI show a small robot icon
  • Helps distinguish between AI and staff responses

Filtering Conversations

Quick Search:

  • Search by patient name or message content

Status Filter Dropdown:

Filter Shows
All All conversations
Active Ongoing conversations
Pending Awaiting response
Resolved Closed conversations

Conversation Actions

From a conversation, you can:

Action How
Change Status Update dropdown in header
Toggle AI Flip the AI Enabled switch
View Patient Click patient name link
Close Conversation Set status to Resolved

Part 2: Lead Management

Accessing Leads

  1. Click Leads in the sidebar
  2. URL: /admin/leads

Understanding Leads

Leads are potential patients who have shown interest but haven't converted to full patient records yet.

Lead Sources:

Source Description
WhatsApp Inquiries via WhatsApp
Website Form submissions from website
Referral Referred by existing patients

Lead Pipeline Stages

Leads move through a sales pipeline:

Lead → Prospect → Qualified → Converted
                        ↓
                      Lost
Stage Description
Lead Initial contact, minimal engagement
Prospect Showed genuine interest
Qualified Ready to become patient
Converted Successfully became patient
Lost Did not convert

View Modes

Toggle between two view modes:

Table View:

  • Traditional list format
  • Sortable columns
  • Bulk actions available

Kanban View:

  • Visual pipeline board
  • Drag-and-drop between stages
  • Quick status changes

Adding a New Lead

  1. Click Add Lead button
  2. Fill in the lead form:
Field Required Description
Phone Number Yes Primary contact number
First Name No Lead's first name
Last Name No Lead's last name
Email No Email address
Source Yes Where they came from
Status Yes Current pipeline stage
Notes No Additional information
Tags No Custom labels
  1. Click Create Lead

Managing Leads in Table View

Search and Filters:

  • Search by name, email, phone
  • Filter by status
  • Filter by source

Table Actions:

Icon Action
✏️ Edit Modify lead information
💬 Message Start conversation
✅ Convert Convert to patient
🗑️ Delete Remove lead

Managing Leads in Kanban View

Drag and Drop:

  1. Click and hold a lead card
  2. Drag to desired column
  3. Release to update status

Card Actions:

  • Click icons on card for quick actions
  • Use arrow buttons to move left/right
  • Loading spinner shows during updates

Moving with Arrows:

  1. Click ◀ to move lead left
  2. Click ▶ to move lead right
  3. Status updates automatically

Converting Leads to Patients

When a lead is ready to become a patient:

  1. Find the lead in table or kanban view
  2. Click Convert to Patient (✅ icon)
  3. Confirm the conversion
  4. Lead becomes a patient record
  5. Status changes to "Converted"

After Conversion:

  • Patient record is created
  • Lead is marked as converted
  • You can schedule their first appointment
  • Original lead data is preserved

Starting Conversations from Leads

  1. Click the message icon (💬) on any lead
  2. A new conversation is created
  3. You're redirected to Messages
  4. Lead information is pre-populated

Editing Lead Information

  1. Click the edit icon (✏️)
  2. Update fields in the modal
  3. Click Update Lead

Editable Fields:

  • Name and contact info
  • Source and status
  • Notes
  • Tags

Deleting Leads

  1. Click the delete icon (🗑️)
  2. Confirm deletion
  3. Lead is permanently removed

Warning: Deleted leads cannot be recovered. Convert important leads to patients before deleting.

Lead Tags

Use tags to categorize leads:

Common Tags:

  • urgent
  • follow-up
  • insurance-question
  • price-sensitive
  • referral

Adding Tags:

  1. Edit the lead
  2. Add tags in the tags field
  3. Save changes

Best Practices

Messages

  1. Respond Promptly: Aim for same-day responses
  2. Use AI Wisely: Let AI handle routine inquiries
  3. Set Priorities: Mark urgent conversations appropriately
  4. Close Resolved: Archive completed conversations
  5. Stay Professional: Maintain HIPAA-compliant communication

Lead Management

  1. Follow Up Quickly: Contact new leads within 24 hours
  2. Update Stages: Keep pipeline status current
  3. Add Notes: Document all interactions
  4. Use Tags: Categorize for easy filtering
  5. Convert Promptly: Move qualified leads to patients

Troubleshooting

Messages

Conversation Not Loading:

  • Refresh the page
  • Check internet connection
  • Select a different conversation

AI Not Responding:

  • Verify AI is enabled for conversation
  • Check organization AI settings
  • AI may be disabled on free plans

Leads

Lead Not Moving (Kanban):

  • Wait for loading to complete
  • Try using arrow buttons instead
  • Refresh the page

Cannot Convert to Patient:

  • Check required fields are filled
  • Lead may already be converted
  • Verify you have permission

Duplicate Leads:

  • Search before creating new leads
  • Merge duplicates by contacting support
  • Use consistent phone formatting

Integration with Other Modules

Messages ↔ Patients

  • Click patient name to view profile
  • Access message history from patient records

Leads ↔ Patients

  • Convert leads to create patient records
  • Lead history preserved in patient notes

Messages ↔ Leads

  • Start conversations directly from leads
  • Lead context available in conversation

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