Patient files and stages
Every patient has a file with a stage, an owner and a next step. The team and the reports read everything from there, so keep it up to date.
Where patient files come from
There is no “New patient” button. Files are made for you:
- New leads: a patient who fills in a Meta lead form or writes to your WhatsApp number for the first time (with Avlu Lead Distribution or Avlu WhatsApp).
- The import: an admin imports patients from a CSV file in Settings → CRM → Import and export (see Settings for the admin).
- Returning patients: when a known patient comes back, the app adds a note to their open file or reopens their old file; it never makes a second file.
Home
Home starts with “Hello” and your name: your work first, then your numbers for today, this week and this month.
- My files: the files that need you now, each with its reason: Missed call, Approval, New lead, Overdue, Due now, Needs a reply or Too long in stage. Click a row to open the file.
- Open My Work takes you to your WhatsApp work list (Avlu WhatsApp).
- On the right, a panel for your role: your work and your results, your files and plans, your teams now (team leaders) or the company (admins).
The Patients list and board
Patients shows the files you can see. Switch between List, Board and All patients at the top.
- Search: a name, a phone number, an e-mail or the file number (your clinic's prefix and a number, for example ABC-12345).
- Filters and views: filter the list, then Save this view to keep it for yourself, your team or the company.
- Columns: Patient, Ref, Stage, Status, Owner, Team, Language, Country, Source, Next action, Last activity, Amount, Arrival.
- Export CSV (admins): set the filter you need, then press Export CSV.
Team leaders and admins can tick several files and use the bar at the bottom: Assign…, Hand out old data…, Change stage… or Mark lost….
The board
Board shows the stages of one group as columns: choose the group under Group (Lead & contact, Medical & plan, Closing, Won & trip, Nurture or Lost). Drag a card to another column to change its stage. While you drag (on a computer), two targets appear at the top: Drop here to mark lost… and Drop here to nurture until a date…; the app then asks for the reason or the date.
The patient file
Open a file from Patients, from Home, or from the Patient file section of a WhatsApp chat.
- The header: the name (press Add the real name when you only have a WhatsApp name), the phone numbers, Call (Avlu Calls), WhatsApp (Avlu WhatsApp) and the owner, with Claim, Assign this file or Unassign for the people allowed to.
- Left: the timeline of everything that happened, with a box under it to add a Note, an Outcome of a call (No answer, Voicemail, Followed up, Talked or Busy) or a WhatsApp message.
- Right: the cards Next steps, Stage, Approvals, Trip (Operations extra), Plan (Avlu Treatment Plan), Money, Documents, Source, Details (Edit the file for the extra fields) and Other files of the same patient.
On a phone the same parts are tabs: Timeline, Next, Trip, Plan, Money and Docs.
The stages
These are the default stages, in board order. Your admin may hide some of them or change their order on the board.
| Group | Stages | Good to know |
|---|---|---|
| New | Fresh | A new lead. Reactivated and Warm Lead are set by the app only. |
| Contact | NR1, NR2, NR3, NR4, Call Later | NR means not reached: the first to fourth try. Call Later needs a callback time. |
| Medical | Waiting Photos, Need X-Ray, Waiting Diagnostic | Waiting for the patient's photos or X-ray, then for the doctor. |
| Plan | Diagnostic Done | The doctor has approved the plan. |
| Closing | General Price, Offer Sent, Negotiation, Will Think, Will Buy, Agreement, Waiting Ticket | From the first price to the agreement and the flight ticket. |
| Won | Deposit, Booked/Won | Second Visit, Third Visit and Have Problem After Treatment are set by the app only. |
| Nurture | Interested In The Future, General | Pick one in Change stage, or use Nurture until: the file comes back on the day you choose. |
| Lost | No Response, Just For Info, Blocked Me, Wrong Number, Expensive, Not Interested, Not Interested In Turkiye, Lost Competition, Not Suitable, Cancellation | Pick one in Change stage, or use Mark lost and choose a reason. |
Each file also has a status: Open, Won, Lost or Nurture.
Changing the stage
- On the file, in the Stage card, press Change stage.
- Pick the new stage. For Call Later, choose Call back at (your time). For a nurture stage, Contact again on sets the day the file comes back to you.
- Add a Note (optional) and press Save stage.
To close or pause a file use the other two buttons of the Stage card:
- Mark lost: choose the Reason: No response, Not interested, Not interested in Turkey, Price, Went to a competitor, Medically unsuitable, Cancelled, Wrong number, Blocked us or Information only. Some reasons cannot be reopened later (Wrong number, Blocked us). For Wrong number, the app asks which of the patient's numbers was wrong.
- Nurture until: choose the day under Contact again on, then Save date. The file is paused and comes back to the owner on that day.
Stage rules
Some stages need information first, for example a teeth photo before the medical stages, or an approved plan before an offer. The dialog lists what is missing under Needed first, for example “Save at least one teeth photo, X-ray or CBCT to the file first.” By default these rules only warn; an admin can make a rule block the move in Settings → CRM → Switches.
Stages that change by themselves
- A treatment plan sent to the doctor moves a file in Waiting Photos or Need X-Ray to Waiting Diagnostic (Avlu Treatment Plan).
- The doctor's approval moves the file to Diagnostic Done, if it is not further already (Avlu Treatment Plan).
- A paid flight-ticket deposit moves the file to Deposit (Deposits extra).
Next steps and tasks
The Next steps card shows the file's open tasks and the callback time. To add one:
- In Next steps, press Add task.
- Choose What: Call back, Follow up, Get a document, Hotel, Ticket, Transfer, Payment due, After-care or Other. Add a Short note (optional).
- Set Due (your time) and How: Phone call, WhatsApp or Either, then press Add task.
The task goes to the file's owner. When it is due, the file shows on the owner's Home under Due now, and later under Overdue.
Documents and photos
The Documents card keeps the patient's files in slots: Teeth photos, X-ray, CBCT, Passport, Flight ticket, Hotel voucher, Agreement, Commitment letter, Plan PDF, Receipt, Medical report, Before / after, Unsorted and Other.
A photo or document the patient sent on WhatsApp is saved with Save to file: from the message's menu in the chat, or from the Patient file section of the chat's side panel (Avlu WhatsApp).
Documents are shown only to the file's owner, their team leaders and operations staff. Others see “Not shown to you”.
Money
The Money card shows the amount, the deposit, what was paid and the balance.
- Request deposit (Deposits extra): with Avlu WhatsApp it opens the file's own chat, where you make the card-payment link in the side panel; it stays greyed out while the file has no WhatsApp chat of its own (then open the patient's current chat from the inbox). Without Avlu WhatsApp it makes the link here. See Treatment Plan → Deposits.
- Record payment (admins and operations staff) records a payment taken outside the link. Kind: Payment, Deposit (flight ticket), Refund or Adjustment; method: Card at the clinic, Cash, Bank transfer or Other.