Utilizing the Leads Table to Manage Abandoned Bookings

Navigate to your AR portal and click the ***Leads*** tab across the top. You will see a badge notification as new leads are added to your queue. *This feature is only accessible for Practices on the AR Accelerator subscription plan.*

Leads show up in the ***Leads Table*** if they are not currently in your AR system. That is determined by their *phone number*. If an existing Patient attempts to book with an existing phone number, they will not show here.

This feature is the reason we moved the Patient contact information to the ***BEGINNING*** of the booking flow- so that you can capture the contact information of those abandoned bookings and follow up accordingly. As long as a lead completes the first page of the Online Booking form through the the SMS verification step, they will appear here.

Once in the **Leads Table**, you will see a series of columns. If you have more than one clinic available for online booking, note the ***Location*** column. It tells you which clinic was used in the abandoned booking.

Under the ***Source*** column, you will find the source listed as *Online Booking*. If you are currently using the Leads Table with another 3rd party integration, this will help you determine where the lead is coming from.

There are 4 actions to the far right of the table that you can take to work your leads. First, you can book an appointment for that lead directly from the table by clicking on the **calendar icon**.

You can also use the **checkmark** to add the lead to your Patient list without taking additional actions. This will redirect you to their new Patient timeline where you can leave any notes, etc. This would be helpful for a lead looking to book at some point in the future but not today - you will move them off the Leads Table by clicking the checkmark & add them to your Patient list so they sync with ***LeadAR*** or other integrated CRMs. This keeps your Leads Table current.

You can delete the lead from your system by clicking the **X**. This removes them from the Leads Table without adding them to the Patient list. This could be helpful if a Patient starts booking with a new phone number. You wouldn't want to add a new lead since it would create a duplicate profile.

Lastly, if you have a dedicated 2-way inbox, you can message the lead by clicking the **messaging icon.**

In order to send a 2-way SMS, we must add the lead to your patient list. However, *we recognize this is not an actual patient,* so it could be confusing. Therefore, we've introduced an icon to let you know the lead has been added as a product of sending out the 2-way SMS and not because of a booking or a by clicking the checkmark. You will notice a ***red eye*** that identifies these leads in your patient list. This makes it easy to identify these leads in order to delete them in the future if they grow cold, but it also adds them to your patient list so you can track the communication if/when they respond.

In addition to utilizing the Leads Table, we strongly recommend adding your GA4 Google measurement ID to your web configuration so you can monitor traffic to your booking page. By doing both, you can see how your campaigns are driving traffic IN to your online booking, and measure how many of those visitors are starting to book but abandoning the process vs. those leads who convert to booked appointment. You can find detailed instructions for locating and adding your GA4 ID here: <https://learn.aestheticrecord.com/portal/en/kb/articles/adding-a-ga4-measurement-id-to-the-online-booking-ecommerce-portal>

You can track your conversion rates by heading to ***Business Insights &gt; Patient / Client Reports &gt; Lead Conversion***. This **Lead Conversion** report will show you all the leads that have entered your Leads Table during a given time, and if they have converted, you will also see that here along with a ratio of leads to conversion. You can download or share this report as needed to update your marketing pipelines!