How a lead arrives
When a visitor fills out the “Request Appointment” form on the marketing site, their submission is saved as a new lead with a Pending status. A lead captures:- First name and last name
- Phone number and/or email address — at least one is required
- Program interest — one or more of Medicaid, Food (SNAP), or Cash (TCA)
- Language preference
- A free-text message, if they left one
Leads are never written directly into your client records. Every lead has to be reviewed and converted by staff before it becomes a client, so all client data stays staff-verified.
Who can see and act on leads
View leads
Owners, Admins, Managers, Case Managers, Front Desk, and Sales staff can open the Leads inbox and read incoming requests.
Convert or reject
Owners, Admins, Managers, Case Managers, and Sales staff can convert a lead into a client or reject it. Front Desk staff can view leads but cannot act on them.
Navigating the inbox
Select Leads in the left sidebar. The inbox opens as a two-pane view: a list of leads on the left and the details of the selected lead on the right.Filtering the list
The list is organized into tabs so you can focus on what needs attention:Pending
New requests that have not yet been reviewed. This is the default tab.
Converted
Leads that have been turned into client records.
Rejected
Leads that were dismissed, with the reason recorded.
All
Every lead regardless of status.
Reviewing a lead
The detail pane shows everything the visitor submitted — phone, email, language, programs, and any message — along with the exact date and time the request was received.Duplicate check
For pending leads, BridgePoint automatically checks whether the person may already exist as a client, matching on name and phone number within your office. If a possible match is found, a warning banner lists the existing client records with links to their profiles. Review these before converting so you don’t create a duplicate.Converting a lead to a client
When a lead is legitimate, convert it into a full client record.1
Open the lead and click Convert to client
On a pending lead, click Convert to client. This opens the standard new-client intake form, pre-filled from the lead’s submission.
2
Review the pre-filled fields
The client’s first name, last name, phone, email, language preference, and programs are carried over from the lead automatically.
3
Complete the full intake
Everything else — Social Security Number, ID capture, household members, income, and the signed acknowledgements — is still collected fresh, with the client present, exactly as it is for any other intake. Nothing about identity verification or consent is skipped.
4
Submit
When you submit the intake, the new client record is created and linked back to the lead, which moves to the Converted tab.
Once converted, the lead’s detail pane shows a link to the client record it created, so you can jump straight to the new profile.
Rejecting a lead
If a lead is spam, a duplicate, unreachable, or otherwise not worth pursuing, reject it.1
Click Reject
On a pending lead, click Reject.
2
Enter a reason
In the dialog, type a short reason — for example spam, duplicate, or unreachable.
3
Confirm
Click Reject. The lead moves to the Rejected tab, and the reason is recorded on the lead for future reference.
Next steps
Adding Clients
See the full intake form that a converted lead flows into.
Roles & Permissions
Review which roles can view and act on leads.