The Inquiries page allows you to view all of your prospective clients in one place. If you’re accepting new clients, you can use the Inquiries page to view and manage inquiries from various sources, including contact forms on Monarch, the Professional Website, and the Client Portal.
Note: The Inquiries page is available on the Essential and Plus plans. This feature is part of a phased rollout, and may not be available yet in your account.
In this guide, we’ll cover:
- Using the Inquiries page
- Adding prospective clients to the Inquiries page
- Managing your prospective clients
- Turning on the contact form
- FAQs
Using the Inquiries page
To access the Inquiries page:
- Navigate to Inquiries from the left navigation menu
For each prospective client, you’ll see the following information:
- Name
- Contact
- Billing Type
- Preferred Clinician (for group practices)
-
Status
- Appointment status options:
- No upcoming appointments
- Pending request
- Scheduled
- Canceled
- Document status options:
- Documents incomplete
- Documents complete
- Appointment status options:
-
Created at
- The time and source of the appointment request or inquiry (if applicable)
-
Actions
- To learn more, see Managing your prospective clients
Adding prospective clients to the Inquiries page
You can manually add a prospective client to the Inquiries page to track them more effectively. To do this:
- Click the + icon
- Select + Create client
- Enter the prospective client’s details
- Select Prospective under Client status
- Click Continue
- Navigate back to the Inquiries page to view the prospective client
Note: To learn more about adding clients, see Adding a new client and navigating your Clients and contacts list.
Additionally, a prospective client profile is automatically created when someone new to your practice submits a contact form inquiry or appointment request. These profiles will appear on the Inquiries page, where you can take further action, such as sharing intake documents, scheduling an appointment, or archiving the inquiry.
Managing your prospective clients
To make changes to a prospective client’s details, click into the row of the client. From here, you can configure their billing type, preferred clinician, and location.
To take action on a prospective client, click the three horizontal dots under Actions.
You can do the following:
-
Share intake documents
- You can customize the Welcome email template under Settings > Client notifications > Email
- Schedule appointment
-
Send link to schedule
- This option appears if you have online appointment requests enabled for new clients and availability set up
- Make client active
- Archive client
- View profile
Note: If you’d prefer to add this client to your waitlist, you’ll have to make them Active to remove them from the Inquiries page. To learn more, see My caseload is full. Can I waitlist a prospective client?
Turning on the contact form
To allow prospective clients to reach out to you, you can enable the contact form. This form lets prospective clients submit inquiries through your Client Portal, Professional Website, Monarch profile, or external website. These submissions can be viewed on the Inquiries page.
Account Owners, practice managers, and clinicians with administrative access can enable the contact form for the practice. To enable this from the Inquiries page:
- Click the gear icon in the top right corner
- Toggle on the Contact form
- Click Close
Clinicians who don’t have administrative access will be able to toggle on their individual Monarch contact form settings from this flyout, if Monarch is enabled for them.
Note: To learn more, see Team member roles and access levels.
To view all contact form settings, navigate to Settings > Scheduling and inquiries > Contact form. For more information, see Managing the integrated contact form.
FAQs
- What’s the difference between the Requests and Inquiries pages?
- What does the Inquiries notification number represent?
- My caseload is full. Can I waitlist a prospective client?
- How do I remove a client from the Inquiries page?
What’s the difference between the Requests and Inquiries pages?
The Requests page is where you manage online appointment requests from both prospective and existing clients. From this page, you can accept or decline these requests.
The Inquiries page lists all clients with the Prospective status. It includes online appointment requests from prospective clients and prospective client inquiries submitted through the contact form. From this page, you can view prospective client details, share intake documents, schedule appointments, archive the client, or make them active.
What does the Inquiries notification number represent?
When a new client profile with the Prospective status is added to your account, you’ll see a notification badge appear next to Inquiries in the left navigation menu.
The number displayed in the notification badge reflects the total number of prospective clients on your Inquiries list, not the number of new inquiries received.
My caseload is full. Can I waitlist a prospective client?
Yes, even if your caseload is full, you can still accept inquiries from prospective clients and move them to your waitlist. However, to move a prospective client to the waitlist, you’ll first need to make them active. This allows you to manage interest and keep clients organized for future availability. To do this:
- Click the three horizontal dots under Actions
- Select Make client active
- Navigate to the Calendar > Waitlist
- Click Add client
- Select Add existing client
- Search the client’s name and select their profile
- Add additional waitlist details
- Click Save
Note: The client waitlist is only available on the Plus plan. To learn more, see Managing the client waitlist.
How do I remove a client from the Inquiries page?
To remove a client from the Inquiries page, you can do any of the following:
- Make them an active client
- Move them to your waitlist
- For more information, see My caseload is full. Can I waitlist a prospective client?
- Archive their profile
Note: Prospective clients won’t automatically update to Active if you schedule an appointment with them. You’ll need to manually update their status to Active.