Client Status

Each client profile has a status attached to it in order to note where they are at in that journey. The current status options are described below:

• Lead: A new potential client that has not officially moved forward
• Active: A client that is moving forward with your doula services
• Inactive: A client that is not moving forward with your doula services, or has not had contact
• Complete: A client who's journey and services have been completed with you

Lead

Definition:

A "Lead" is a new or potential client who has expressed interest in your doula services but has not yet committed or moved forward officially. If a client submits a lead form, and creates their own profile, that profile will start in a "lead" status. There will also be a red bubble next to Clients, which indicates how many "leads" you currently have. If you manually enter a client's information, you can decide what status they should be entered with depending on their journey.

How to Use This Status:

• Use this to track individuals who have made initial inquiries, filled out lead forms, or shown interest through social media or referrals.
• It signals the need for follow-up—whether that means sending more information, scheduling a consultation, or answering questions.
• Leads can be nurtured with check in messages, phone calls, or promotional materials to encourage conversion to an “Active” client.

Recommendations:

• Set reminders to check in regularly
• Document all communication and next steps
• Segment leads by how “warm” they are by creating custom "labels" if you want to track additional "statuses" (e.g., just curious vs. scheduling a consultation). The labels can be easily added or removed with the pencil icon in that client row!

There a few ways listed below on when a lead status would automatically convert to active status, but you can also change the status manually based on when you decide what makes them an "active" (or other status) within your business. A client's status automatically changes from lead ➡️ active if:

• The client “approves” an invoice
• The client “pays” an invoice
• The doula “finalizes” a $0 invoice

Active

Definition:

An “Active” client is someone who has decided to move forward with your services and is currently in the care process.

How to Use This Status:

• This is the most critical status for ongoing care. It helps you prioritize your time and communication with clients currently relying on your services
• Includes all clients currently in contract with you, whether a private pay or insurance client

Recommendations:

• Maintain frequent contact and notes on appointments or interactions.
• Clearly document service stages and deliverables.
• Use labels to track milestones within this status if you wish to elaborate

Inactive

Definition:

An “Inactive” client is someone who either chose not to move forward with services or who has stopped engaging, and no services are currently being provided.

How to Use This Status:

• This helps you maintain a clean and accurate overview of your current workload by filtering out those who are no longer participating
• Useful for identifying leads who did not convert, or clients who have not responded after initial communication

Recommendations:

• Periodically review inactive clients for potential follow-up or re-engagement
• Include a reason for inactivity in the profile notes, if known (e.g., chose another doula, pregnancy loss, paused plans)
• Move the inactive client profile to your archive so their information is saved, but not clogging your main client list

Complete

Definition:

A “Complete” status is assigned to clients whose doula journey with you has finished, meaning all agreed-upon services have been fulfilled.

How to Use This Status:

• Serves as a closure marker for the client relationship in this specific journey
• Indicates no further tasks are pending, but the relationship can still be nurtured for testimonials, referrals, or future services

Recommendations:

• Send a final thank-you message or exit survey
• Mark any outstanding payments as resolved
• Move the inactive client profile to your archive so their information is saved, but not clogging your main client list

Putting It All Together

By consistently using these statuses—Lead, Active, Inactive, and Complete—you create a streamlined client journey that supports better organization, communication, and professional care.