Engage leads not showing in Manage

Engage leads not showing in Manage

If leads created in Engage appear in your Auditdata Cloud reports but do not show under Manage → Lead, this is usually because too many fields are set as mandatory for patient leads in Manage.
For Engage leads to sync correctly, only First Name, Last Name, and Date of Birth should be mandatory for patient leads in Manage.

Applies to

• Products: Manage, Auditdata Cloud, Engage

• Area: Lead management and synchronisation

Symptoms

You may notice:

• Leads can be created in Engage without any visible error.

• Lead information does appear in Auditdata Cloud reports Auditdata cloud

• The same leads do not appear in Manage → Leads

Cause

In Manage, there is a configuration for mandatory fields on patient leads.

For leads coming from Engage, the mandatory fields for patient leads in Manage must be limited to:

• First Name

• Last Name

• Date of Birth

If other fields (for example, Gender, address details, or specific phone fields) are set as mandatory:

• Engage does not provide those fields in the way Manage expects.

• Manage will reject the incoming lead.

• The lead will not appear under the Lead function in Manage, even though it appears in Auditdata Cloud.

How to fix it (in Manage)

You (or someone in your organisation) will need access to the Environment settings in Manage.

1. Open environment settings in Manage

1. Log in to Manage with an account that has configuration access.

2. Go to Environment settings.

2. Check patient lead mandatory fields

1. In Environment settings, go to the patient settings area.

2. Find and open the mandatory fields configuration.

3. Select the configuration area for patient leads.

3. Adjust mandatory fields for patient leads

1. In the patient lead mandatory fields list, ensure only these are set as mandatory:

   • First Name

   • Last Name

   • Date of Birth

2. Remove Gender as a mandatory field (uncheck it).

3. Remove any other mandatory fields that Engage does not always populate, such as:

   • Address details

4. Save your changes.

Recommended setup for Engage leads:

• Mandatory fields for patient leads in Manage:

  • First Name

  • Last Name

  • Date of Birth

How to verify it worked

1. In Engage, create a new test lead that includes:

   • First Name

   • Last Name

   • Date of Birth

   • Any other optional information you normally capture

2. In Auditdata cloud confirm that this new lead appears in your report.

3. In Manage, open the Lead function and check whether:

   • The new test lead is visible.

   • The details look correct.

• If the lead now appears in Manage, the previous mandatory field configuration was blocking the sync.

• If the lead still does not appear, contact Auditdata Support for further investigation.

Prevention and best practices

• For sites using Engage to create leads:

  • Configure patient lead mandatory fields in Manage to:

    • First Name

    • Last Name

    • Date of Birth

• Avoid adding more mandatory fields for patient leads unless:

  • Your Engage forms always capture those fields, and

  • They are correctly passed through to Manage.

• When you:

  • Introduce new integrations, or

  • Change online lead forms,

  Review the patient lead mandatory fields in Manage to make sure they still match the data being sent.

• If leads stop syncing after configuration changes:

  • First, check the mandatory field settings for patient leads in Manage before looking into other integration or workflow issues.