---
title: "Lost Reasons"
description: "Help you understand why a treatment or service didn't move forward"
url: https://help.boxly.ai/en/articles/10182689-lost-reasons
collection: "Account Settings"
updated: 2026-11-06
language: en
---

# Lost Reasons

Help you understand why a treatment or service didn't move forward

When a lead doesn’t move forward with a treatment or service, **knowing _why_ can be just as important as knowing _how_ they got there.** 

**Lost Reasons** in Boxly helps you track why potential clients didn’t convert into sales, giving you valuable insights to improve your processes and/or pricing.

## What Are Lost Reasons?

* * *

✨ **Lost Reasons are specific explanations for why a lead decided not to proceed.**

These could be due to cost, competition, scheduling issues, or other issues. By **identifying and tracking Lost Reasons**, you can address potential gaps and rework your approach to increase conversion rates.

When a lead moves into a **Stage** linked to a **Lost Reason**, you’ll be prompted to **assign a reason, ensuring you always have information to work with.**

## Default Lost Reasons in Boxly

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![](https://staticfiles.gleap.io/ghelparticle/SgwDEfZENvrUD8I9rN8WLvVuJYdIYuBUr5qvj8R4D8fYRdI4GybdT74W1EWckr5j0BEfXU5iXSY.png)

**Boxly provides a set of standard Lost Reasons to help you get started:**

> ✨ **Changed Mind –** The lead initially showed interest but later decided against the treatment/service.
> 
> ✨ **Insurance Coverage Issues –** The treatment wasn’t covered by the lead’s insurance, making it financially unfeasible.
> 
> ✨ **Scheduling Conflicts –** The lead couldn’t find a suitable time for an appointment.
> 
> ✨ **Went Cold –** The lead stopped responding and did not proceed with the process.
> 
> ✨ **Opted for a Different Provider –** The lead chose to go with another clinic or provider.
> 
> ✨ **Complaint –** The lead had an issue or concern that prevented them from moving forward.

## Managing Lost Reasons in Boxly

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You can access and manage your Lost Reasons in settings:

✅ **Settings** → **Account**, then **Lost Reasons**

✅ **Edit** a specific lost reason by clicking on the Lost Reason **“Options”** (**…**)  
\- Click on the three-dot menu next to the reason on the left.  
✅ Click **“Edit lost reason”**

![](https://staticfiles.gleap.io/ghelparticle/twT7KOubileXnRY0oF9iC3lRoS7xJw9OSyxR2MWlNFy2Akoeu2YQIqSlz5bmnZArysfvgOom81e.png)

You can change the lost reason here and add sub reasons - **Toggle on the sub reason to add it.**

![](https://staticfiles.gleap.io/ghelparticle/waXoCeOnemtxCJbb4ApQPdcPmrnycI5jHprcArYAiZmimn7EmYRm3BbIzXHWHaG5jGxo6ZxqKHV.png)

### Adding a New Lost Reason

![](https://staticfiles.gleap.io/ghelparticle/sC5t3zxkL3TjSd8zHHie14jbcAuPaqBd3UQYFdCKdqeqzsF2c6WNXBAYUY9jB7kArM8t5QQ07F5.gif)

1.  Click the **“+ Lost Reason”** button in the top right corner.
    

![](https://staticfiles.gleap.io/ghelparticle/tjp0WgwC1hxRVPGmWVnpR9OwmLHXd5NNPRHZ1wpNGxRmrNyTPYMQG376lHnoGSamdjFHKCUxrNH.png)

2.  Enter a new reason and save it to your list.
    

![](https://staticfiles.gleap.io/ghelparticle/VFMIQgqQt8Ps0EhpneXKRBXYWLhxTr8whBwe3ZdtzjPJNC4NK9q51O9UQf1YUEP7Li1baRC7g8B.png)

### Deleting a Lost Reason

![](https://staticfiles.gleap.io/ghelparticle/dq4Lmr4TNRNUMOzyd6OjBnl9SuFIa2AeCJfNbCVXBbpoOi9vEkNdOpnrPDPxsmSxxdNZYmxhpC4.png)

If a Lost Reason is no longer relevant:

1.  Click the **three-dot menu** next to the reason.
    
2.  Select **“Delete lost reason”**.
    

> **Warning:** **Note:** Once a Lost Reason is deleted, it cannot be recovered, and any associated data may be lost.

## Assigning your Lost Reasons Milestone to a Stage

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**Milestones are key checkpoints** in your sales journey that help you measure lead progression. When a lead enters the Lost stage you can link the **lost reasons milestone which** (as shown above) **includes a dedicated section where you can add specific reasons for lost leads.** Linking lost reasons to your workflow, helps you identify the areas that leads to loss in sales.

Want more info on your **Milestones** - [Click here](https://help.boxly.ai/en/articles/10182688-milestones.md) to head over to the article

**How To Link a Stage to Lost Reasons:**

✅ Go to the **“Lost”** Stage in a Box  
✅ Click the three-dots (…) menu on the Stage  
✅ In stage settings you’ll find the **Milestones** field - **Toggle on** the Milestone

> **Error:** **IMPORTANT:**
> **A stage can only be linked to one milestone, and once linked, it can’t be changed.**

✅ You’ll be notified that - Once you select the milestone and save it, you can't change it  
\- Click **“Okay”**  
✅ Chose the “**Lost**” in the dropdown menu.  
✅ Click **“Save”.**

This Stage will **now always be linked to the Lost Milestone**, when a lead moves into the **Lost** Stage you will be asked **to specify the reason for lost lead.**

![](https://staticfiles.gleap.io/ghelparticle/t2RlijEergIrloCMY0VSrA2bskn37zAVfmIlpyITdewiAd5yhXh9cJwtaSio00ZQ6Wh1D0ryB3M.gif)

**You can change the specific lost reason on a lead:**

✅ Go to the lead and **“View Contact”**  
✅ In the **“Contact”** tab, in the Lost Reason field - click the dropdown menu and select the lost reason applicable to the lead.

![](https://staticfiles.gleap.io/ghelparticle/F22XgVGWnJ6iy7HakcA4zklZ1dUQVsUBn11y2TkIBigZhTe5J7qWcQuYdcgPCt2kIIE2yUuV4f1.png)

Use Lost Reasons to gain deeper insights into your sales pipeline and improve your lead conversion strategy. Visit the **Lost Reasons** section in Boxly’s settings to review, edit, or add new reasons.

[Visit Lost Reasons](https://app.boxly.ai/settings/account-settings/lost-reason)