Every service enrollment in KeepSight moves through a series of stages. These stages represent where the client is in your intake and onboarding process.
The default stages
- Inquiry — A new referral has come in. First contact hasn’t happened yet, or you’re still in early outreach.
- Intake — You’ve made contact. Financial counseling and document collection happen here.
- Waitlist — The client is ready for services but waiting for staff assignment.
- Onboarding — A BCBA and/or RBT has been assigned. The start-of-care process is underway.
- Assessment — Diagnostic evaluation in progress.
- Active — The client is receiving treatment. This is an end state.
- Hold — Services are temporarily paused (e.g., family traveling, insurance lapse).
- Discharged — Services are complete. This is an end state.
- Removed — The client declined services or wasn’t appropriate. This is an end state.
How clients move between stages
Clients advance when you click the “Advance” or “Move to…” action on their enrollment. Before the system lets you move a client forward, it checks whether all required conditions are met — these are called transition gates.
If a gate isn’t satisfied, the system tells you exactly what’s missing (e.g., “Missing required fields: client DOB, contact phone”) and blocks the transition until it’s resolved.
SLAs on stages
Each stage can have a time limit — for example, “first contact within 24 hours” or “follow up every 7 days.” When a client exceeds the SLA for their current stage, they show up as overdue in your workbench. SLA thresholds are configured by your admin in Settings → Pipeline.
Things to know
- Stages are fully configurable. Your admin can rename stages, add new ones, or change the order in Admin → Pipeline Stages.
- Each service enrollment tracks its own stage independently. A client with both in-home and clinic enrollments can be at different stages for each.
- End states (Active, Discharged, Removed) don’t have SLAs.