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Prospect management & outreach

Every lead in one prospect pipeline.

A prospect is a potential patient moving through your outreach and intake funnel, before they become an active patient. Fertiligent brings every prospect — however they first reached you — into one place, with their full history, so your team can work the funnel without losing anyone.

Where prospects come from​

Prospects are captured automatically from every intake channel and land in a single list:

  • a conversation with Eva on your website;
  • a follow-up from a phone call;
  • a confirmed referral;
  • an import from another system (for example a CRM).

Each prospect records where they came from, so you can see which channels are producing inquiries.

The prospect record​

Open a prospect to see everything about them in one view:

  • Contact details — name, email, phone, preferred language, age.
  • Intake information — structured details captured during the first interaction.
  • Interaction timeline — a chronological history of every touch across every channel, including messages, calls, and texts. System-sent texts are logged here automatically, so staff never have to hand-record them.
  • Notes — free-text notes your team adds.
  • Conversations — every call, text, portal message and email with this person, in one panel. See Conversations.

When your team sends a prospect a secure message, the record shows when the prospect read it, so staff can tell an unanswered message from an unopened one.

Working the funnel​

A prospect moves through a set of outreach stages — Not started, 1st contact, 2nd contact, Pending, Booked, Returned, and Withdrawn — and your team drives it forward:

  • Log a contact attempt. Record the outcome of a call — no answer, left a message, or reached — as a timeline entry.
  • Update details and notes. Keep contact information and context current.
  • Assign a physician. Route the prospect to the right provider.
  • Book an appointment. From the prospect's detail screen, book them into an open appointment slot (see below). Booking is what moves a prospect toward becoming an active patient.
  • Link a portal account. Connect the prospect to a registered patient-portal user once they onboard.

Prospects who withdraw​

Withdrawn is where a prospect ends up when they tell you they no longer wish to proceed. Reaching it closes outreach, so nobody keeps contacting them, and it clears any contact preference they had stated — a withdrawn prospect never carries a "prefers text" that invites someone to text them anyway.

A withdrawal is only recorded when the patient's intent is unambiguous. If they say something that reads as withdrawal but isn't a clear answer to a question you asked, outreach is put on hold and a coordinator is asked to confirm rather than the file closing itself. See Patient messaging & SMS. Staff can reverse a withdrawal if it turns out to be wrong.

Spotting prospects who've waited too long​

A prospect nobody has started working yet is flagged Overdue on the list — a tinted row and an Overdue badge against the referral date — once their referral has been sitting longer than your clinic's turnaround target. The default target is 3 days; ask your Fertiligent contact to change it.

Only prospects still at Not started are flagged, so the highlight tracks work nobody has picked up rather than work in progress.

Booking a prospect into a slot​

Scheduling for prospects is built into the portal — no external system required:

  1. Staff publish bookable appointment slots for a physician on the calendar.
  2. From a prospect's detail screen, pick an open slot and book them in.
  3. Booking is conflict-checked — if two people try to take the same slot, exactly one succeeds and the other is told the slot is no longer open.

Cancelling a booking returns the slot to open and the prospect to an unscheduled state. See Scheduling & booking for the full scheduling model.

Availability​

Prospect management is enabled per clinic. If you don't see it in your portal, ask your Fertiligent contact to enable it for your plan. Administrators can configure the funnel and automated outreach under Prospects & outreach setup.