Workflow on enter
Trigger: stage changed to New enquiry. Action: agent.run (qualifier). Optional crm.create_task for the desk if confidence is low.
Intake first — fields before a fake booking
New enquiry is the intake column: qualifier fields land here before anyone offers a slot or pretends the appointment is already booked. Web, Meta, QR, and WhatsApp create the contact here. Calendars stay empty until Appointment booked. Workflows on enter start the qualifier via agent.run.
- Four qualifier fields
- Dedup capture hops
- No slot yet
Speed-to-slot is not speed-to-lie
Desks drag every WhatsApp ping into Appointment booked so the board looks full. Then Saturday is ghosts. New enquiry exists so the Patient Inquiry Qualifier can finish. Duplicate portal and QR leads belong here, not as two bookings. A workflow on enter can agent.run the qualifier or route.agent by source (Meta vs walk-in). crm.set_custom_properties can stamp source=qr. Do not fire a reminder template from this column — there is no calendar fact yet.
Omnichannel hops that land here
This column is hop one. Slot, reminder, consult, and plan are later columns and playbooks.
- Capture Widget, lead ad, QR, or inbound WhatsApp creates New enquiry.
- Qualify Conversation agent writes the four fields against catalogs. Lists/Flows on WhatsApp if connected.
- Handoff Clinical questions and emergencies leave the bot. Inbox keeps the thread.
- Exit Offer a calendar slot only when fields exist; then move Appointment booked with a matching Appointments record.
How it runs in CoPulse
On stage enter: agent.run qualifier, optional route.agent if cardiology vs dental should split, crm.set_custom_properties for UTM/source. Do not crm.update_stage to booked from a send count.
Conversation agent
Qualifier + catalogs. Appointment skill may offer times; the column stays New enquiry until the slot is real.
Router
route.agent by channel or campaign so a health-check blast reply does not hit the dental bot.
Inbox
Duplicates and insurance questions. Humans merge contacts.
Operator setup
Pipeline label New enquiry should match what ops shouts across the desk.
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.
Two captures, one card
An Instagram lead and a website chat for the same phone merge in New enquiry. Workflow runs agent.run. Qualifier stores evening GP. The appointment skill shows Thursday 6:30 but the visitor has not confirmed; the card stays here. A zealous intern must not drag it to Appointment booked. When they confirm, calendars get the meeting and the column moves — that story belongs on the next stage page.
Playbooks: enquiry capture and patient qualification. See speed to appointment — still not a reason to skip qualifier fields.
This page is the New enquiry 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. Never treat a template delivered or an autonomous read as exit criteria for this column. 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.
New enquiry vs neighbours
Exit is fields plus intent — not a calendar ghost.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| New enquiry | agent.run qualifier | Dedup / emergency | Web, Meta, QR, WhatsApp | Four fields; slot offered not yet accepted |
| Appointment booked (next) | Reminder workflow | Capacity | Calendars + WhatsApp | Calendar event exists |
| Consult done | Do not jump here | Visit happened | — | Not from intake |
| No-show (not a stage) | Playbook only | Recover later slot | WhatsApp + voice | Stay booked or back to enquiry |
| Report ready (not a stage) | Playbook after consult | LIS still yours | Email + WhatsApp | N/A on intake |
Jobs that fill this column
Capture and qualify. Booking is the next URL.
Frequently asked questions
Intake column, qualifier, and what not to pretend.
Can the qualifier book from this stage?
It can offer a calendar slot. The card should move to Appointment booked only when that slot is accepted and written on Appointments.
Workflow on enter?
Yes. agent.run the qualifier. route.agent if sources need different bots. crm.set_custom_properties for source tags.
Emergency in the first message?
Tell them to call emergency services immediately. Do not keep a booking script.
SMS capture?
Coming soon. Not a live hop.
Is this Qualified buyer from other verticals?
Healthcare’s second column is Appointment booked, not a separate Qualified label. Do not paste real-estate stage names.
Product CRM?
Related
Parent hub, sibling stages, CRM product, and jobs that move this column.
Healthcare hub
Qualifier, catalogs, calendars, ICPs, and jobs.
Back to hub →Pipeline hub
All five default columns.
Open →Appointment booked
Column vs calendars.
Open →Pipeline & CRM
Deals start here. Appointments module is still empty until booked.
Product CRM →Wallet-only pricing
Qualifier turns debit the Organization wallet.
See pricing →Put every new ping in intake
Finish the qualifier, then book — do not decorate the board with fake slots.
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