> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bridgepointhq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Leads: Triaging Public Appointment Requests

> Learn how appointment requests submitted from the public marketing site arrive in the Leads inbox, and how staff review, convert, or reject them.

The **Leads** inbox collects appointment requests submitted by prospective clients from your public marketing site. A lead is not yet a client — it is unverified information someone typed into a web form. Staff review each lead, then either convert it into a full client record through the standard intake flow or reject it.

## 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

<Note>
  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.
</Note>

## Who can see and act on leads

<CardGroup cols={2}>
  <Card title="View leads" icon="eye">
    Owners, Admins, Managers, Case Managers, Front Desk, and Sales staff can open the Leads inbox and read incoming requests.
  </Card>

  <Card title="Convert or reject" icon="user-check">
    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.
  </Card>
</CardGroup>

Leads are shared across the whole organization — they are not tied to a specific office. Any staff member with access can triage a lead from any office.

## 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:

<CardGroup cols={2}>
  <Card title="Pending" icon="clock">
    New requests that have not yet been reviewed. This is the default tab.
  </Card>

  <Card title="Converted" icon="circle-check">
    Leads that have been turned into client records.
  </Card>

  <Card title="Rejected" icon="circle-xmark">
    Leads that were dismissed, with the reason recorded.
  </Card>

  <Card title="All" icon="list">
    Every lead regardless of status.
  </Card>
</CardGroup>

Each card in the list shows the person's name, a status badge, the programs they are interested in, and how long ago the request came in. Select a card to open its full details on the right.

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Submit">
    When you submit the intake, the new client record is created and linked back to the lead, which moves to the **Converted** tab.
  </Step>
</Steps>

<Note>
  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.
</Note>

## Rejecting a lead

If a lead is spam, a duplicate, unreachable, or otherwise not worth pursuing, reject it.

<Steps>
  <Step title="Click Reject">
    On a pending lead, click **Reject**.
  </Step>

  <Step title="Enter a reason">
    In the dialog, type a short reason — for example spam, duplicate, or unreachable.
  </Step>

  <Step title="Confirm">
    Click **Reject**. The lead moves to the **Rejected** tab, and the reason is recorded on the lead for future reference.
  </Step>
</Steps>

## Next steps

<CardGroup cols={2}>
  <Card title="Adding Clients" icon="user-plus" href="/clients/adding-clients">
    See the full intake form that a converted lead flows into.
  </Card>

  <Card title="Roles & Permissions" icon="shield-halved" href="/roles-permissions">
    Review which roles can view and act on leads.
  </Card>
</CardGroup>