Client Intake & Lifecycle Management

What it solves	Removes manual intake work. Families submit a lead form online, you review the lead, and the caregiver completes the client's onboarding information and documents.
Who it's for	Agency admins
Outcome	A shareable intake link, a Leads waiting list, a self-service client onboarding guide, and custom client statuses you can filter by.

How it fits together

Lead form submitted → Lead appears as Pending → You accept it and choose a client status → Client is created → (Optional) Caregiver gets an onboarding link → Caregiver completes info and documents → You manage the client's status through discharge.

Requirements

Role: Agency admin.
Custom subdomain: Your agency needs a custom subdomain set up before you can turn on intake. Each agency gets a unique intake link based on that domain.
Documents (optional): If you want caregivers to upload files or complete forms during onboarding, set those up first under Clinical documents and Template documents.

Before you start

If intake can't be turned on, check that your custom domain is set up. Intake stays unavailable until it is.

Part 1 — Set up intake

Step 1: Open the Intake settings

Go to Configuration.
Click Intake (Manage the lead submission form for your agency).

Step 2: Turn on lead submissions

Under Leads, switch on Allow leads. The label changes to Lead submissions are enabled.
Click Copy to copy your intake link.
Share the link with families. You can post it on your website, social media pages, or ads, or embed it on your site.

Tip: Switch Allow leads off any time you want to stop taking new leads, for example, when your waiting list is full.

Step 3: Choose required documents (optional)

Required documents are files the caregiver uploads during onboarding, such as a referral letter or a BIP.

Under Required documents, open the dropdown.
Select each document the caregiver must upload.

Step 4: Choose required document templates (optional)

Required document templates are forms the caregiver fills out online, such as a Consent for Treatment.

Under Required document templates, open the dropdown.
Select each template the caregiver must complete.

Step 5: Add custom fields (optional)

Custom fields let you ask extra questions on the lead form, such as insurance details or a previous diagnosis.

Under Custom fields, click Add field.
Enter a Field name.
Choose a Field type.
Switch on Required if families must answer the question.
Click Add field.

Field type	Use it for
Text	Short answers, such as an insurance member ID
Select	One choice from a list
Multiselect	Several choices from a list
Date	Dates, such as the date of a previous evaluation
Textarea	Longer answers
Boolean	Yes/No questions

To change or remove a field, click the action button next to it in the Custom fields table.

Part 2 — What families see on the lead form

The lead form has three steps. Fields marked with * are required.

Step	Screen	Fields
1 of 3	Your info	First name, Last name, Email address, Phone number (the person submitting the form)
2 of 3	Recipient info	Recipient first name, Recipient last name, Date of birth, Gender, Preferred language, Zip code (the person who will receive care)
3 of 3	Additional info	Your custom fields, plus Notes

When the family clicks Submit, the lead shows up in your Leads list as Pending.

Part 3 — Review and convert leads

Step 1: Open your leads

Go to Clients.
Click the Leads tab.
Use Search, Sort by, or Lead status to find a lead.

Step 2: Review the lead

Click a lead to open it.

Left panel: Recipient info and the submitter's Contact information.
Main area: Answers to your custom fields and Notes.
Comments/Notes: Click + to add internal notes.

Step 3: Choose an action

Click the Pending status button. Then choose one of these:

Action	What happens
Accept › status	Creates a client in the status you pick, such as Onboarding or Active. The lead changes to Accepted.
Decline	Marks the lead Declined. It stays in your list so you have a record.
Delete	Removes the lead from your Leads list.

Step 4: Create the client and send the onboarding link

Hover over Accept and select the status for the new client.
In Do you want to create a client?" check Send link if the caregiver should finish the client's information and documents.
Click Yes, proceed.

Expected outcome: You see "Created successfully." The client profile is created using the recipient and caregiver information from the lead. If you checked Send link, the caregiver gets an email with their onboarding link.

The onboarding link works for 7 days. If the caregiver doesn't finish in time, resend the link.

Part 4 — What caregivers see in the onboarding guide

Identity check

The caregiver opens the link and clicks Email me a code.
They enter the 6-digit code sent to their email and click Continue. If the code doesn't arrive, they can click Resend.

Client onboarding guide

The guide is a simpler version of the Add client screen in Office Puzzle. Answers save automatically, so the caregiver can leave and come back while the link is still active.

Section	What the caregiver does
General information	Confirms demographics. Name, date of birth, email, and phone come from the lead.
Addresses	Adds addresses
Caregivers	Reviews or adds caregivers
Physicians	Adds physicians
Medications	Adds medications
Pharmacies	Adds pharmacies
Document Uploads	Uploads the files you chose under Required documents
Documents	Completes the templates you chose under Required document templates

Caregivers can't add insurance, users, or prior authorizations. Your team handles those.

Document statuses

Where	Status flow
Document Uploads	Missing → Pending after the caregiver uploads a file
Documents (templates)	Not started → In progress after Save → Ready for review after Submit

When the caregiver clicks Finish, they see a Thank you confirmation.

Part 5 — Manage client statuses

Status vs. status category

	Status	Status category
What it is	The label your team sees, such as On Hold	The rules of Office Puzzle apply behind the label
Can you edit it?	Yes. You can rename statuses and add new ones.	No. The categories are fixed: Onboarding, Active, and Inactive.
Example	Waiting to be discharged	Active, so your team can still finish billing

Why categories matter: Clients in an Inactive category don't appear on the calendar and can't be scheduled. Clients in the Onboarding category are treated as active for now.

Default statuses

Status	Category
Onboarding	Onboarding
Active	Active
On Hold	Active
Discharged	Inactive
Inactive	Inactive

Add or edit a status

Go to Configuration → Client statuses.
To add a status, click Add status, enter a name, and pick a Status category.
To rename a status or change its category, edit that row.
Click Save.

Change a client's status

Open the client's profile.
Click the status badge under the client's photo.
Select the new status.

Filter clients by status

On the Clients tab, use the Status filter, for example, to see every client who is Waiting to be discharged.

Troubleshooting

Problem	Likely cause	Fix
I can't turn on intake	Custom subdomain isn't set up	Set up your custom subdomain, then try again.
Families say the link doesn't work	Allow leads is off	Switch Allow leads back on.
A lead isn't in my list	The lead was deleted, or a Lead status filter is on	Set Lead status to All.
The caregiver didn't get the onboarding email	Send link wasn't checked, or the email went to spam	Ask them to check spam, then resend the link.
The caregiver didn't get the 6-digit code	The email was delayed or went to spam	Have them click Resend and check spam.
The onboarding link has expired	More than 7 days have passed	Resend the link from the client's profile.
The caregiver can't add insurance	That section isn't part of the guide	Add insurance, users, and prior authorizations yourself.
A template shows In progress	The caregiver saved it but didn't submit it	Ask them to open it again and click Submit.