Pipeline CRM
Kanban on the Project. Default healthcare labels. Product: /product/pipeline.
Five columns — not a construction-style extra board
The default healthcare board is five columns: New enquiry, Appointment booked, Consult done, Treatment plan, Recurring patient — no extra invented stages. Campaign meters (Reached, Replied, Contacted) are not kanban columns. Appointment booked is both a stage and a calendar fact. No-show recovery and report-ready are playbooks.
- Five default stages
- Workflows on stage change
- Calendars ≠ extra columns
Excel recall lists are not a pipeline
Desks invent Loan, Construction, Report ready, and No-show columns because a spreadsheet had those tabs. In CoPulse healthcare, the default map is five labels from the product vertical. A no-show is still Appointment booked (or back to New enquiry) plus the no-show recovery playbook. A lab PDF ready is a message job, not a sixth stage. Insights on drop-off are cues for operators — they do not auto-open Sunday OPD or write a treatment plan. Workflows fire when a card enters a stage: agent.run, route.agent, crm.set_custom_properties, not an adaptive nurture brain.
How a contact moves, omnichannel
Capture on web/Meta/QR, qualify and offer a slot on WhatsApp, confirm on voice, prep on email. The board records where the person sits. A playbook is the job; a stage is the column. Calendars hold the time.
- New enquiry Qualifier fields land before anyone pretends a slot exists. Dedup walk-in and ad leads.
- Appointment booked CRM column plus an Appointments/calendars record. Autonomous sends do not move this by themselves.
- Consult done The visit happened. No-shows never sit here. Show-rate uses calendars plus this column.
- Treatment plan / Recurring Plan you already shared, then follow-up cycles. Agents do not invent clinical advice. Not a second HIS chart.
How it runs in CoPulse
Conversation agents on live threads. Growth campaigns for programs. Autonomous lists for overdue recalls (sends/reads). Workflows on stage change as on /product/workflows: agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, templated sends. Inbound agents, drips, and autonomous tasks are three systems.
Appointments / calendars
Slot truth: meetings and public booking pages on the contact. Distinct from the Appointment booked column, which should agree with a calendar fact.
Workflows
Stage-changed trigger. agent.run hands to a Studio agent. route.agent uses the router. crm.set_custom_properties stamps fields. Not a drip clock.
Conversation agent
Qualifier, catalogs, appointment skill, inbox handoff. Router can bind agents per stage.
Operator setup
Pick Healthcare at signup so the five labels appear. Rename only if ops already uses other words — do not add loan/construction clones.
Setup → Customers → Pipeline (keep the five default labels unless you truly rename) → Appointments/calendars → Setup → Channels → Library templates → Agents → Studio / Router → Agents → Workflows (trigger: stage changed; actions: agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, send.whatsapp / send.email) → Growth campaigns with wallet preview.
One OPD week on five columns
Monday: Meta lead and QR walk-in both New enquiry; workflow on enter runs agent.run on the qualifier. Tuesday: appointment skill writes a calendar slot; a human or crm.update_stage moves Appointment booked; a second workflow sends the T-24h template and crm.set_custom_properties reminder_queued=true. Wednesday: they miss; the card stays Appointment booked; the no-show recovery playbook offers a later slot — you do not create a No-show column. After they attend, Consult done. Staff share a plan and move Treatment plan; a drip may follow. Annual package people sit in Recurring patient for reactivation. Report-ready is a ping playbook after a lab visit, not a stage.
Growth may show 1,200 reached and 400 reads on a checkup blast. That is not 400 Appointment booked cards. Move the kanban with a human, the appointment skill plus workflow, or crm.update_stage — never by treating autonomous success as a booking.
This page is the healthcare pipeline hub story on the default healthcare board — not a playbook clone and not a loan-style extra stage. The Patient Inquiry Qualifier still collects reason, service_need, location, and preferred_times. Knowledge bases hold Departments, Doctors, Beds, and Services. Appointments and calendars are slot truth; the Appointment booked column is a CRM stage that should match a calendar fact, not a campaign send. Inbox plus human handoff carries clinical questions. Pricing is wallet-only. Autonomous success is sends, reads, or contacted — not appointment booked. Emergencies: tell them to call emergency services immediately. Clickable mock-stages on this page are the only default columns. Channel overlays and playbooks link here; they must not fork extra stages. Workflows live under Agents → Workflows with a stage-changed trigger. Typical actions: send.whatsapp or send.email with a Library template, agent.run (hand the contact to a Studio agent), route.agent (agent router by stage/channel/rules), crm.set_custom_properties, crm.update_stage, crm.create_task. Skills and knowledge stay on the agent, not on the workflow node. Preview the Organization wallet before a template blast. Do not add No-show or Report ready as board columns — those are playbooks. Do not invent HIS/EMR replacement.
Stage × automation × human × hops × exit
Default healthcare map. No-show and report-ready are jobs, not rows.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| New enquiry | agent.run qualifier on enter | Dedupe / emergency redirect | Web / Meta / QR → WhatsApp | Four qualifier fields |
| Appointment booked | Reminder template + optional voice via agent.run | Calendar capacity | WhatsApp + voice + calendars | Showed, recovered, or lost |
| Consult done | Prep already sent; optional feedback drip | Mark visit happened | Off-platform visit | Plan to share or recall later |
| Treatment plan | Follow-up drip you designed | The plan itself | WhatsApp + email + inbox | Accept, pause, or recurring |
| Recurring patient | Campaign or autonomous list | Segment overdue | WhatsApp + email | New slot (back to booked) or quiet |
Playbooks that move columns — not extra stages
Each playbook is one omnichannel job. Do not nest WhatsApp-only URLs. Do not promote no-show or report-ready into columns.
Frequently asked questions
Five columns, workflows, calendars, and what not to add.
Can we add a No-show or Report ready stage?
Do not. Those are playbooks. Keep the five defaults. A no-show stays Appointment booked (or returns to New enquiry) while you recover.
Is Appointment booked the same as the calendar?
No. Calendars (Appointments on the CRM product) are slot truth. The column should match a booked time. Autonomous sends do not move the column.
What fires when a card moves?
Agents → Workflows, trigger stage changed. Use agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, templated sends. See workflows.
Are Reached and Replied pipeline stages?
No. Campaign/autonomous meters. Phone replied is STT, not Consult done.
SMS reminders on stage enter?
Use WhatsApp templates, voice, and email.
Does this replace HIS?
No. Engagement CRM. Charts stay in your clinical system.
Related
Parent hub, sibling stages, CRM product, and jobs that move this column.
Healthcare hub
Qualifier, catalogs, calendars, ICPs, and jobs.
Back to hub →New enquiry
Intake column before a slot exists.
Open →Appointment booked
Stage column vs calendars.
Open →Workflows
agent.run, router, crm.set_custom_properties.
Open →Pipeline & CRM
Kanban, accounts, Appointments module, activity — same Project.
Product CRM →Wallet-only pricing
Template sends on stage-enter workflows debit the Organization wallet.
See pricing →Stand up the five-column board
Keep calendars as slot truth and wire workflows on stage change — not extra invented stages.
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