Working with the lead record interface

During a lead’s life-cycle, there are a variety of tasks to be completed in a process outlined by the Influx administrator as a map. The lead record is the interface that you as the agent use to manage each lead.

When you navigate to the lead record, the interface has the following sections:

Influx patient record

Lead Demographics

The collection of core information about a lead is called the lead demographics. These data consist of status fields, system fields, and custom fields.

  • Status Fields: Describe the map status and assigned agent for the lead. The values in these fields can be changed by the agent. Changing a status field makes a variety of changes within influx. Some of these actions cannot be undone so it is best to be sure they are required prior to making these changes.
  • System Fields: The core information about a lead such as name and contact information. These fields are available for all leads and patients. They can be edited by an agent at any time by selecting the value with a left click of your mouse.
  • Custom Fields: These fields are created by an administrator and record information that is specifically required as part of you practice’s business processes.

To edit lead demographics:

  1. In the lead demographics panel
  2. Click item you wish to edit
  3. Make changes in the item field that appears
  4. Exit the field to auto- save changes.
  5. A confirmation message at the top of the page indicates the change was made successfully
Note
Removing the email or the phone number in the lead demographic panel will suspend the lead as incomplete. When the lead has both these values, the lead is removed from suspension.

Lead Map

The lead map is a representation of the process that the lead is following to become a patient and the current position of the lead in that process.

Standard Track

Influx standard map

A map is composed of a series of tracks and each track contains steps that should be completed before the lead can progress to the next track. The active track is colored orange and the steps associated with the active track appear below the map to the left of the messaging center.

Video Track

If the map contains video tracks, the videos appear above the track images. Video tracks function slightly differently from a standard track. When a video track opens, the videos become available to the lead through the education center. The track will immediately jump to the next standard track to display its steps. After opening, the video track remains available to the lead for the duration of the map unless a business rule specifically revokes lead access.

As the lead views the videos, progress is tracked and a check appears next to the video once it is completed by the lead.

Steps

Influx map stepsA step is a task requiring completion by the lead, an agent, or automatically by Influx.

As each step is completed the agent places a check mark next to it, completes a text field or selects from a date or dropdown list. When all required steps are completed the track is closed and the next track opens revealing a new set of steps.

An administrator can designate if a step is required or not. If the track contains a mix of required and not required steps, when the required steps are completed the next track in the map will turn green.

required steps

This indicates that the agent can move forward to the next track when ready. Clicking the green track closes the active track and opens the next one in the sequence

Message Center

Lead message centerServing as the central communication hub of the Influx PRM, the messaging center is an easy to use interface that allows the agent to receive, record and send lead communications.

The message center toolbar contains 6 icons representing the channels by which the agent can communicate or log communications with a lead.

Phone note Call: The call icon is used to log an interaction with a lead by telephone.
email note Email: Agents can send email from the message center. Additional routing and subject line options are made available when this option is selected.
Note Note: Agents use the note field to add messages to the lead history.
Video message Video Message: Leads can communicate with agents through a message box at the base of each video in the education center. By clicking on the video icon in the lead history, the agent can respond to the appropriate video so that the response appears on the lead dashboard and under the video.
Internal message Internal Message: Influx facilitates communication between administrators, Agents and providers using internal messaging. These messages appear on the dashboard of the agent(s) included in the and are not part of the lead history.
To-do list To-Do List: tasks that the agent wishes to remember or to assign to another agent or provider are entered as items in the to-do list. These items can be scheduled and will appear in the dashboard of the agent or the person the item is assigned to.

Apply Macro: The macro drop-down list provides a simple method for agents to streamline workflow with direct access to pre-written emails, to-do items, and notes. Macros are added to Influx by administrators as part of workflow mapping.

Apply a macro

Selecting a macro from the list populates the appropriate message center fields that can be customized by an agent before submission

Macros frequently take advantage of the placeholder system to customize lead data when the message is submitted.

Text Editor: The text editor is a simple and intuitive interface to create or modify the content of emails, lead notes and internal messages. Because it is important that the content in the editor is converted into HTML for display online and in email systems, formatting options are limited to the essentials.

Log a phone conversation

  1. In the lead message panel
  2. Click the phone icon.
  3. Enter your note in the message input field
  4. Click the Submit button to add note to lead log

Email the Lead

  1. In the lead message panel
  2. Click the email icon.
  3. Enter the subject in the Subject field
  4. Select agents to receive copies of the email (optional).
  5. Enter your email message in the message input field
  6. Click the Submit button to send your email to the lead and anyone in the cc list.
  7. Your email will be added to the lead history

Enter a note

  1. In the lead message panel
  2. Click the note icon.
  3. Enter your note in the message input field
  4. Click the Submit button to add note to lead log

Lead History

lead history section of lead record
All activity associated with a lead is recorded in the lead history. This is the permanent record of the entire intake process. The history records entries from lead forms, emails, and message center. Influx automated activities are also recorded in the history. Once entered into the lead history, the record cannot be updated or altered.