Client Intake Pipeline
The intake pipeline helps you manage prospective clients from their initial enquiry through to their first appointment. Each enquiry moves through configurable stages, giving your team a clear view of where every prospective client sits in the process.
The unified Intake Hub
All intake-related surfaces are organised under a single nav item: Practice →
Intake (URL: /intake). The hub has four tabs you can switch between using
either the tab strip at the top of the page or the ?tab= query parameter:
| Tab | URL | What it shows |
|---|---|---|
| Inbox | /intake (default) | Triage queue — every open intake from every source, with filters for source, urgency, funding, and practitioner. |
| Pipeline | /intake?tab=pipeline | Kanban board for the full client lifecycle (enquiry → forms sent → forms completed → waitlist → booked → active → discharged). |
| Waitlist | /intake?tab=waitlist | Appointment-slot waitlist for accepted clients waiting on availability. |
| Sources | /intake?tab=sources | Per-channel controls (online booking, public enquiry form, referrer page, practice phone, HL7, email) plus a link to the Intake Funnel report. |
Old URLs. The pipeline, waitlist and referral pages now live in the hub as
/intake?tab=pipeline, /intake?tab=waitlist and
/intake?tab=inbox&sourceEntityType=referral. The standalone Waitlist Map
remains at /waitlist/map with an "Open in Intake hub" deep-link in the header;
waitlist analytics lives in Reports › Waitlist (/reports/waitlist).
Automation: the intake-engagement workflow
New intakes from any source — public booking, enquiry form, GP referral letter, email ingest, HL7, practice phone — fire the seeded intake-engagement workflow. The workflow:
- Routes by source (different first step for booking vs enquiry vs referral).
- Flags urgent intakes to the practice owner.
- Sends intake forms automatically.
- Checks completion after 3 days and escalates if stuck.
- Hands off to the intake-follow-up workflow once a client is activated.
Every new organisation provisioned via the setup wizard gets this workflow cloned and enabled automatically. ESSENTIALS tier can adjust variables (reminder cadence, form-pack selection); PRO tier and above can clone, edit, or create their own variants in the Workflow Builder.
Pipeline Stages
Each intake record moves through the following statuses:
| Status | Description |
|---|---|
| New | Initial enquiry received (phone, email, online form, referral) |
| Reviewing | Practice team is reviewing the enquiry |
| Awaiting Info | Additional information has been requested from the prospective client or referrer |
| Accepted | Enquiry accepted and client activated |
| Waitlisted | Client accepted but placed on the waitlist |
| Declined | Enquiry declined (with reason provided) |
| Archived | Record archived after completion or inactivity |
Intake Sources
Enquiries can arrive from multiple channels. Praxi records the source automatically where possible:
- Manual entry -- Staff creates an intake record directly
- Booking widget -- Prospective client submits via your website widget
- Website enquiry -- Contact form submission from your website
- Email -- Enquiry received by email
- GP referral or External referral -- Referral from a healthcare professional
- EAP -- Employee Assistance Programme referral
- NDIS -- NDIS referral
- HL7 message -- Electronic healthcare message
- Workflow -- Created by an automated workflow
- CSV import -- Bulk-imported enquiries
Moving Clients Through the Pipeline
- Go to Practice > Intake to see the pipeline board
- Each card represents a prospective client with their current status, contact details, urgency level, and time in stage
- Update the status by opening a card and selecting the new status
- Add notes at each stage to record interactions (e.g., "Left voicemail on 15 March")
- Use Accept, Decline, or Waitlist actions to move records to their final outcome
Urgency Levels and SLA Monitoring
Each intake record has an urgency level that determines the response deadline:
| Urgency | Response Deadline |
|---|---|
| Crisis | 1 hour |
| Urgent | 4 hours |
| Priority | 24 hours |
| Routine | 48 hours |
Praxi monitors these deadlines automatically and alerts your team when an SLA is approaching breach. Filter the pipeline view by SLA status to focus on overdue items first.
Completeness Tracking
Each intake record is scored against configurable completeness rules. These rules define what information is required before a client can be activated:
- Contact details -- Email, phone, or mobile
- Date of birth -- Required for Medicare and minor consent
- Emergency contact -- Recommended for all clients
- Medicare/DVA/NDIS number -- Required for the relevant funding type
- Consent to treatment -- Required before first session
Completeness rules can be customised per funding type (e.g., Medicare intakes require a Medicare number, NDIS intakes require an NDIS number), and additional checks such as presenting issue or assigned practitioner can be added. Contact your practice administrator to update which fields are required for each funding type.
Assigning to Practitioners
When a prospective client is ready to be matched:
- Open the client's intake record
- Assign a practitioner from the available list
- The practitioner receives a notification about the new assignment
Consider matching based on:
- Practitioner specialisation and areas of practice endorsement
- Availability and current caseload
- Client preferences (gender, language, approach)
- Funding source compatibility
Intake Forms
Send intake forms to prospective clients to collect essential information before their first appointment:
- Open the client's intake record
- Click Send Intake Forms
- Select which forms to include (e.g., demographics, consent, clinical history)
- The client receives an email with a link to complete the forms via the Client Portal
Completed forms are automatically attached to the client record. You can review submissions from the intake card or from the client's documents tab.
Accepting, Declining, and Waitlisting
Once a prospective client has been reviewed:
- Accept -- Click Accept to activate the client. Optionally assign a practitioner at the same time. The client's status transitions to Active and all intake notes and forms are retained on the client profile.
- Decline -- Click Decline and provide a reason. The referrer is notified if applicable.
- Waitlist -- Click Waitlist to place the client on the practice waitlist while retaining the intake record.
The intake pipeline includes statistics on record counts by status, urgency breakdowns, and SLA compliance. Access these from the pipeline dashboard to identify bottlenecks and improve your intake process.