Managing patient relationships effectively means knowing exactly where each person stands in their journey with your practice. Growth99 uses two key organizational tools—Lifecycle Stages and Statuses—to help you track every contact from their first inquiry through becoming a long-term patient. This system ensures no one falls through the cracks while helping your team prioritize outreach and automate follow-ups intelligently.
Every contact in Growth99 belongs to one of two Lifecycle Stages that define their overall relationship with your practice:
Someone who has expressed interest but hasn't yet booked an appointment or purchased a service. This includes people who:
Submitted a contact form on your website
Called to ask about services
Started a chat conversation
Requested a virtual consultation
Someone who has taken the next step by booking an appointment or purchasing a service from your practice. These are your active and past patients.
Each Lifecycle Stage contains specific statuses that provide granular detail about engagement levels, helping you determine the right next action.
Leads require careful nurturing to convert into patients. These statuses help your team track engagement and prioritize follow-up efforts.
New
Definition: A fresh lead from any source who hasn't been contacted by your team yet
Use When: The lead just arrived through your website, phone, chat, or was manually entered
Action Required: Assign to a team member and follow up immediately—speed dramatically improves conversion rates
Pending
Definition: Your team has made initial contact and is awaiting the lead's response
Use When: You've sent that first message or left a voicemail
Action Required: Monitor for responses and set follow-up reminders if needed
Cold
Definition: The lead hasn't responded despite multiple outreach attempts
Use When: You've tried connecting several times without success
Action Required: Consider pausing active follow-up or enrolling in a long-term nurture campaign
Warm
Definition: The lead is actively engaging with your team
Use When: They've responded to messages, asked questions, or shown genuine interest
Action Required: Maintain momentum by answering questions promptly and guiding toward scheduling
Hot
Definition: The lead is ready to book and actively seeking appointment times or pricing
Use When: They're asking about availability, costs, or trying to schedule
Action Required: Make this your top priority—respond with urgency and clear next steps
Inactive
Definition: The lead won't be converting to a patient
Use When: They've explicitly declined, aren't a good fit, or all reasonable attempts have failed
Action Required: Close out the lead and add notes explaining why for future reference
Junk
Definition: Invalid or mistaken entry that shouldn't be in your system
Use When: Dealing with duplicates, spam submissions, or incorrect data
Action Required: Mark as junk to maintain database accuracy and clean reporting
Once a lead books their first appointment, update their Lifecycle Stage to Customer. This transition is crucial for accurate tracking and appropriate communication.
Active
Definition: Currently engaged patients receiving services or in active communication
Use When: They have upcoming appointments, ongoing treatment, or recent interactions
Action Required: Track appointments, gather feedback, and identify upsell opportunities
Inactive
Definition: Past patients who haven't engaged with your practice recently
Use When: Treatment is complete or they haven't returned in an extended period
Action Required: Consider re-engagement campaigns, satisfaction surveys, or win-back offers
Growth99 provides three convenient ways to update contact information:
While managing a conversation, use the dropdown menu in the contact details panel to instantly update stage or status without leaving the message thread.
Open any contact's full profile and update their stage and status using the clearly marked dropdown menus.
Update individual contacts using in-line dropdowns, or select multiple contacts to apply bulk changes—perfect for cleaning up your database or moving groups through your pipeline.
Pro Tip: Keeping statuses current is critical. Accurate status tracking enables better follow-up timing, cleaner automation rules, and more reliable reporting on your practice's performance.
Your team instantly knows which leads need immediate attention (Hot) versus those requiring patient nurturing (Warm) or re-engagement strategies (Cold).
Clear end-state designations (Inactive, Junk) prevent your active pipeline from becoming cluttered with dead leads, keeping your team focused on real opportunities.
Trigger targeted campaigns based on status changes—send booking links to Hot leads, nurture sequences to Warm leads, or win-back campaigns to Inactive customers.
Identify exactly where leads drop off in your conversion process. If many leads go from Warm to Cold, you might need stronger follow-up protocols. If New leads rarely progress, response time might be the issue.
Update in Real-Time: Change statuses immediately after interactions to maintain accuracy
Train Your Team: Ensure everyone understands the definitions and uses them consistently
Review Regularly: Schedule weekly pipeline reviews to catch outdated statuses
Use Bulk Updates: Clean up multiple records at once when patterns emerge
Add Context: Use contact notes to explain status changes, especially for Inactive or Junk designations
By mastering Lifecycle Stages and Statuses, you transform a simple contact list into a powerful pipeline management system that drives growth for your practice.