Industry guides
TraceClose for medical and dental clinics
Start with the Clinic template in Settings › Segment: it sets up the stages New contact, Assessment scheduled, Attended, Quote, Closed and Lost, swaps “lead” for “patient” and “sale” for “treatment”, and comes with conversion sending turned off, because this is health data. There’s no dedicated dental template: the Clinic one works, and you can rename the stages in the pipeline.
Step by step
Apply the Clinic template
In Settings › Segment, click Use this template on the Clinic card. If you already have patients in the funnel, the preview shows where each one goes before you apply it.
Adjust the stage names
In Settings › Pipeline, rename what you need (for example, “Assessment scheduled” to “Dental exam scheduled”) and click Save pipeline.
Connect the front desk WhatsApp
In Settings › Channels, create the instance and scan the QR code with the clinic’s phone. See connect WhatsApp.
Connect the ad account
In Settings › Integrations, create the Meta connection with the Ads source function to bring in spend. See connect Meta.
Invite the front desk and set up rotation
In Settings › Team, invite the receptionists as Salesperson. In Settings › Operations, pick the distribution mode and the maximum time without a reply.
What the Clinic template sets up for you
The template is built for practices that sell an assessment first and a treatment after: the person messages you on WhatsApp, books the assessment, shows up, gets a quote and goes ahead (or not). Each stage has a job:
| Stage | Type | How the patient gets there |
|---|---|---|
| New contact | Open (entry) | Automatically, on the first message |
| Assessment scheduled | Appointment | Automatically, when someone uses Schedule appointment in the patient panel |
| Attended | Appointment | Automatically, when the appointment is marked as Held |
| Quote | Open | By dragging in the Kanban or from the panel |
| Closed | Won | By dragging; opens the treatment record with the amount |
| Lost | Lost | By dragging; asks for the reason |
The template also changes the screen terms: “lead” becomes patient, “salesperson” becomes receptionist, “meeting” becomes appointment and “sale” becomes treatment. Triggers only move forward: if the patient is already in Quote, scheduling another appointment won’t move them back.
Dentistry, physical therapy, psychology…
There’s no template per specialty. Use the Clinic one and adjust it in Settings › Pipeline: rename stages, add an open stage such as “Treatment plan sent” (the pipeline takes up to 20 stages) or archive one you don’t use, choosing where its patients go. The terms (patient, receptionist, appointment, treatment) come from the template and can’t be edited one by one.
Sensitive data and conversion sending
Health data is sensitive data under the LGPD, Brazil’s data protection law. That’s why the Clinic template shows the Sensitive data badge, comes with conversion sending to Meta turned off, and its stages have no “CAPI event”. The screen warns you: “handle the data according to data protection law and check the ad platforms’ health restrictions before sending conversions”.
Even without sending conversions, you still see which ad each patient came from and the cost per patient and per closed treatment in the dashboard: the only difference is that Meta doesn’t receive the events. If, after checking Meta’s rules for your case, you decide to turn it on, the switch is in Settings › Operations › Send conversions, and each stage gets its event in Settings › Pipeline. See what is sent to Meta.
Don’t ask for or write down diagnoses in internal notes or in the patient’s name. TraceClose stores whatever the team writes; the less health data going around, the better.
Front desk teamwork: rotation, response time and canned replies
- Rotation. In Settings › Operations, “Simple rotation” gives each new patient to the receptionist who received one the longest time ago; “By weight” gives more patients to whoever has a higher weight (1 to 10, in Team). Managers aren’t part of the rotation. Anyone who’s off can be paused in Team.
- Maximum time without a reply. A patient who waits goes cold. Set something like 5 or 10 minutes: past that, the manager and the receptionist get an on-screen alert.
- Quick replies. Save your address, hours, accepted insurance plans and assessment prep instructions in Settings › Quick replies and use them by typing “/” in the message field.
- Auto greeting. Optional, in Settings › Operations, with the receptionist’s first name.
Example: Example Clinic, one month of ads
Example Clinic (fictional) advertises dental implants and teeth whitening with click-to-WhatsApp ads. In the month, it spent $4,500.00, got 180 patients from paid traffic, ran 45 assessments (appointments held) and closed 12 treatments totaling $36,000.00. In the dashboard: CPL of $25.00, cost per appointment held of $100.00, CAC of $375.00 and ROAS of 8.0. In Analytics › Campaigns, it saw that the implant ad brought in 9 of the 12 treatments, while the whitening ad brought plenty of contacts and few assessments.
Two numbers worth their weight in gold for a clinic: the no-show rate (appointments marked “No-show” ÷ held + no-shows), in Analytics › Salespeople, and the monthly goals for appointments held and wins per receptionist. See monthly goals.
Returning patients
One patient can have several treatments recorded on the same record: in the patient panel, under Treatments, use Record treatment again. A treatment recorded outside a won stage counts toward revenue but doesn’t trigger a purchase event. If the same patient shows up twice (with and without the extra 9 in a Brazilian mobile number, for example), the manager merges them in Settings › Duplicates.
Didn’t work? See…
- Patient arrived with no source ad: conversation with no source.
- Receptionist isn’t getting new patients: salesperson isn’t getting leads.
- Want to understand the templates in detail: segment templates.
Frequently asked questions
Is there a pipeline template for dentists?
There’s no dental-only template. Use the Clinic template (New contact, Assessment scheduled, Attended, Quote, Closed, Lost) and rename or add stages in Settings › Pipeline.
Why does the Clinic template come with conversions turned off?
Because it’s health data, which is sensitive under the LGPD (Brazil’s data protection law), and ad platforms restrict that use. You can turn it on in Settings › Operations after checking Meta’s rules for your case.
Can I track no-shows for assessments?
Yes. Mark the appointment as “No-show” in the patient panel; the no-show rate shows up in Analytics › Salespeople.
See the path from ad to sale in your WhatsApp.
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