Intake stages

The pipeline stages in order and how to move an enquiry through them.

Last updated · 10 November 2026

An enquiry moves through a pipeline of stages, from first contact through to acceptance or decline. You set the stage yourself. The app does not enforce a fixed order, so you can move an enquiry to any stage at any time.

The stages

The board columns and the Stage filter run in this order:

Stage	What it means
New	A new enquiry, with no contact made yet.
Contacted	You have made first contact.
Needs Info	You are waiting on more information before you can progress it.
Assessment	A formal assessment is under way.
Accepted	The person is accepted into your services. Converting an enquiry to a participant sets this stage for you.
Declined	The enquiry did not proceed.

Note

The board column is labelled Needs Info, while the same stage shows as Needs Information on the table’s Stage pill. They are the one stage.

Changing a stage, including dragging to Accepted, does not create a participant. The Converted tag appears only after Convert to participant creates and links the record.

Moving an enquiry

There are two ways to change an enquiry’s stage:

On the board, drag a card to another column.
In the table, open the enquiry, set Pipeline stage in the drawer, then select Update intake.

Use Pipeline stage for the enquiry’s current position and Next contact for the agreed follow-up date. The next-contact date does not move the enquiry automatically. Explain the work still needed in Internal notes, so another staff member can pick it up.

While the drawer is open you can also set a Next contact date to keep follow-ups on track.

Tip

To accept someone into your services you usually convert their enquiry to a participant, which sets the stage to Accepted automatically. See Convert, decline or archive an intake.

Sam’s saved Assessment enquiry has a 12 November follow-up and practical office notes. Convert to participant is available but has not been performed. — 1Assessment is saved before conversion is offered.
2The next follow-up is recorded for 12 November.
3Record the practical follow-up the office needs to complete.
4Convert after checking identity, contact, NDIS number and address.
This saved Assessment enquiry also offers Convert to participant. A stage change alone does not create a participant; use the conversion action when ready.

Check a stage change

You need Intake edit access to move a card or save Pipeline stage. A board move saves immediately; wait for it to finish and check that the card remains in the intended column. In the drawer, the change is saved only after Update intake.

For example, move an enquiry to Needs Info while waiting for plan details and record what is missing in Internal notes. Set Next contact in the drawer and save so the team knows when to follow up.

If a move fails, check the saved stage before trying again. There is no required stage sequence, and a declined enquiry can be reopened by changing its stage. Use Convert to participant at Assessment or Accepted to create the participant; moving to Accepted alone only updates the enquiry.