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Frequently Asked Questions

Quick insights to common questions

📘 Menspro HubSpot FAQ

Last Updated: April 2025
Audience: Clinic Staff, Coordinators, Front Desk, Admins
Purpose: This guide provides quick answers to the most common questions about using HubSpot in your clinic environment.

🗓️ Appointments & Booking

Q1: How do I book an appointment in HubSpot?
Use the internal booking page. Enter the patient’s first name, last name, and email, then click Submit. A calendar will appear—select the date/time and complete the form. Do not use the preview calendar—it’s for reference only.

Q2: What if the patient doesn’t have an email address?
HubSpot requires a unique email address per contact. Use this placeholder format:
[Firstname][Lastname]@none.com

Q3: Where does the appointment show up after booking?
It will appear:

  • As a Meeting in the contact's HubSpot record

  • In the EHR system calendar

  • In the Gmail calendar, with invite confirmation sent to the patient

🔁 Lead Status & Lifecycle

Q4: What is a Lifecycle Stage in HubSpot?
It’s an automatic field that tracks a contact’s journey (Lead → Qualified → Patient). It’s sequential and cannot move backward.

Q5: What does "Lead Status" track?
It shows real-time progress, such as:

  • Appointment Confirmed

  • No Show

  • Checked In

  • Purchased Plan

Q6: Can a patient revert back to “Lead” status?
No. Lifecycle stages only move forward unless manually changed by Admins for operational exceptions.

💵 Transaction Management

Q7: What’s the difference between an Invoice and a Deal?

  • Invoice: Shows product and plan details

  • Deal: Reflects the payment collected and is used for tracking sales and crediting staff

Q8: How do I apply a payment to an invoice?
Click Actions → Record Payment, enter the amount, payment method, and uncheck “Send Receipt.” Submit.

Q9: How do I edit a paid invoice?

  1. Delete the payment

  2. Edit the invoice

  3. Reapply payment

  4. Delete the original Payment Deal

Q10: After recording a payment, what’s next?
Update the “Daily Deal” with:

  • Plan type

  • Coordinator

  • Total collected

  • Method of payment

💳 Refunds

Q11: How do I process a refund in HubSpot?
Create a new Deal with:

  • Pipeline: Transaction

  • Stage: Cash Refund

  • Name: “Refund - [Invoice #]”

  • Add refund amount and other relevant details

💬 Engagement Programs

Q12: What happens when someone fills out the 'Contact Us' form?

  • A contact is created/updated in HubSpot

  • An email is sent to the user and internal team

  • Lead Status = New or Open

Q13: What’s a “Special Report Request”?
Visitors request educational reports on topics like TRT, ED, or PE. A form is completed, a report is emailed, and follow-ups are sent to encourage appointment booking.

📅 Appointment Confirmations

Q14: What appointment reminders does the patient get?

  • Email confirmation upon booking

  • Email reminder 2 days before the appointment

Q15: What email address do confirmations come from?
GrandCentralReception@gmail.com – this inbox should be monitored for replies.

🧩 ACE & New Patient Journeys

Q16: What is an ACE patient?
A contact who attended an appointment but didn’t purchase. They are placed in the ACE Journey, receive a special offer, and a follow-up strategy is assigned to the coordinator.

Q17: What happens when a patient buys a plan?
They are enrolled in a 5-week onboarding journey:

  • Week 1–3: Educational content

  • Week 4: Reminder for their 6-week appointment

  • Week 5: Reminder to check hormone levels

📌 Need Help?

Reach out to your clinic administrator or submit a ticket through the internal support portal if:

  • You’re unsure about deleting a payment or invoice

  • You’re not seeing expected lifecycle changes

  • You need access or permissions in HubSpot