Overview
If some leads aren't showing up in your Healthdesk Pipelines, it's usually because of pipeline settings, Mindbody lead status, or profile creation date. Here are the most common reasons and how to fix them.
Quick check: Before troubleshooting, try the Pipeline search bar, search the lead by first name, last name, phone number, email, source, or location name. The card may simply be sitting in a different stage than you expected.
Step 1: Check Your Pipeline Settings
- Click the Pipeline Settings (gear icon in the top-right).
- Make sure all your Lead – No Intro stages are toggled on (green). These stages should cover the following time spans:
- 1d = past 1 day/24 hours
- 3d = past 1–3 days
- 5d = past 3–5 days
- 1w = past 5–7 days
- 10d = past 7–10 days
- 2w = past 10–14 days
- 4w = past 14–28 days
- 6w = past 28–56 days
- If you've been a customer since June 2025 or earlier, your 3d, 5d, and 10d stages may be turned off and pushed to the bottom of the list. Either drag-and-drop them to the top, or click Reset to Default Settings (red button at the top) > Reset. You'll then see them at the top and can toggle them on.
Step 2: Check Lead Status in Mindbody
Healthdesk only pulls in Prospects from Mindbody as leads.
In Mindbody, open the person's profile. Click Client Info > Edit Name. Confirm the Prospect box is checked. If it's not, they won't show as a lead in Healthdesk.
You may have left this unchecked intentionally if you didn't want this person to receive automated lead nurturing texts.
Step 3: Check Profile Creation Date
Healthdesk Pipelines only show leads created in the past 6 weeks.
In Mindbody, open the person's profile. Click Client Info > History. Check the Profile Creation Date. If it's more than 6 weeks ago, the person won't appear in the Leads – No Intro pipeline stages.
Still Having Issues?
If you've checked all of the above and leads are still missing, please contact our support team:
- Email: support@healthdesk.ai
- Live Chat: Click the chat icon in the bottom-right corner of your Healthdesk dashboard
- Text: (949) 989-5380