Will importing the same file twice create duplicates?

Existing patients are matched and reported separately from new ones, so re-importing is not catastrophic. Even so, check the import history before repeating an import, and use the merge tool on the patients list if duplicates do appear.

The import says 'needs review'. What is wrong?

Usually a missing name, no email and no phone, or a phone number that cannot be interpreted as a Swiss or international number. The preview lists the affected rows before anything is created.

Lead capture & import

Bring leads in from ad platforms, spreadsheets, web forms and AI phone calls.

Where to find itMenuLead Import

StaffAdministrators

Leads arrive from many places, and this module handles all of them: file imports from ad platforms and spreadsheets, live leads from Meta and Zapier, submissions from embedded forms, and calls handled by the AI agent. Every route creates or matches a patient and can open a deal, so nothing sits in a download folder.

What you can do here

Import CSV and Excel files, including native TikTok and Meta Ads exports
Recognise column names in six languages
Normalise Swiss phone numbers automatically
Detect the service from the filename or a per-lead form column
Preview and fix problems before anything is created
Track live Meta and Zapier leads with campaign and ad filters
See leads from embedded contact and booking forms
Review leads generated by AI phone calls
Keep a full import history
Re-send WhatsApp messages that failed

Importing a file

1
Open Lead Import and choose a file
CSV, Excel .xlsx or .xls, exported from TikTok Ads, Meta Ads, Google Sheets, Excel or Numbers.
2
Check the preview
The platform reports the total number of leads, how many are valid, how many need review and how many have phone problems.
3
Check service detection
Services are detected from the filename or from a per-lead Form column, and the breakdown per service is shown so you can confirm it guessed right.
4
Fix what needs review
Correct problem rows before importing rather than cleaning up patients afterwards.
5
Confirm the import
Progress is shown as it runs.
6
Read the result
You get counts of new patients, deals created, existing patients matched and rows that failed.

What the file needs to contain

Headers in the first row
Required: a name, plus at least one of email or phone
Optional and used when present: Created, Source, Form, Channel, Stage, Labels
Column headings are recognised in English, French, German, Spanish, Russian and Ukrainian
Native ad-platform exports are recognised directly, including ad_name, campaign_name, form_name, created_time and localised field names
Phone numbers are reformatted for Switzerland automatically

Note

Apple Numbers files cannot be read directly — export to CSV or Excel first with File › Export To.

Tip

Name the file after the treatment when the export has no Form column. Service detection uses the filename, and a deal with the right service is worth far more than an untagged lead.

Meta & Zapier leads

Leads sent in live from Meta lead ads or through Zapier arrive continuously and are listed with their campaign context.

Totals for today, this week and this month, so you can see whether spend is producing enquiries
Filter by campaign, by individual ad, by service and by stage
Each lead keeps the campaign and ad it came from, which is what makes cost-per-consultation calculable

Embedded form leads

Submissions from the contact form and booking form embedded in your website are listed together, with the embed addresses to copy.

Totals for all leads, converted leads, contact-form submissions and booking-form submissions
The embed address for each form is shown ready to copy into your site
Filter by location when the clinic runs more than one site

Leads from AI calls

Calls handled by the AI voice agent produce leads too. The Aliice Calls page lists them with the outcome of the call.

See which calls produced a booking and which need a human to call back
Recordings and transcripts are attached to the patient where available
Follow-up tasks can be created automatically by a workflow

Import history and WhatsApp re-sending

Import history: Every import is kept with what it created, so a bad file can be identified after the fact rather than guessed at.
Resend WhatsApp: Where a welcome or follow-up WhatsApp message failed — usually a bad number — it can be re-sent after the number is corrected.

Frequently asked

Will importing the same file twice create duplicates?: Existing patients are matched and reported separately from new ones, so re-importing is not catastrophic. Even so, check the import history before repeating an import, and use the merge tool on the patients list if duplicates do appear.
The import says 'needs review'. What is wrong?: Usually a missing name, no email and no phone, or a phone number that cannot be interpreted as a Swiss or international number. The preview lists the affected rows before anything is created.

Last updated September 2025. Screens may differ slightly depending on your plan and role.