Intake Forms

Intake forms let your AI receptionist collect structured information from callers by asking a series of questions during the call. The answers are captured and saved as tickets in your dashboard, making it easy to follow up.

Video walkthrough

Where to find it

Intake forms are located on the Overview page of your receptionist dashboard, under the Intake Form (Phone Workflows) section.

How intake forms work

Each intake form is a scenario with a trigger condition and a list of questions. When the trigger condition is met, the AI asks each question in order, collects the caller's answers, and submits the results as a ticket.

There are two types of scenarios:

  • Beginning of Call -- Questions are asked at the start of every call, before the caller states their reason for calling. Only one "Beginning of Call" scenario can exist.
  • Custom Scenario -- Questions are asked when a specific situation occurs during the call. You can create multiple custom scenarios.

Adding an intake form scenario

  1. In the Intake Form (Phone Workflows) section, click Add.
  2. The Add New Scenerio modal opens.
  3. Fill in the fields described below, then click Save.

Title

Give your intake form a descriptive title. This title is used to group the tickets generated by this workflow (for example, "New Customer Intake" or "Service Request").

Scenario Description

Choose when the questions should be asked:

  • Beginning of Call -- Select this to ask questions at the start of every call. This option is disabled if a "Beginning of Call" scenario already exists.
  • Define a custom scenario -- Select this and then describe the trigger condition in the text field that appears. Example: "Ask the new user some qualifying questions. Execute this anytime the user mentions they are a new customer."

Questions

Add the questions you want the AI to ask. Each question is a separate field. You need at least one question per scenario.

  • Click Add Question to add more questions.
  • Drag and drop questions to reorder them.
  • Click the minus icon next to a question to remove it.

Example questions: "What is your first and last name?", "What is your email address?", "What service are you interested in?"

What should the AI do next?

Optionally, provide instructions for the AI to follow after completing the intake. This field appears for both "Beginning of Call" and custom scenarios.

Example: "Thank the caller for the information and ask if they would like to be transferred to customer support for assistance."

Managing existing scenarios

Each scenario appears as a card. "Beginning of Call" scenarios are labeled as such; custom scenarios are numbered (for example, Custom Scenario 2).

  • On/Off toggle -- Enable or disable a custom scenario without deleting it. The "Beginning of Call" scenario cannot be toggled off individually.
  • Edit -- Open the scenario to change the title, description, questions, or post-execution instructions.
  • Delete -- Remove the scenario. When deleting, you will be asked whether to also delete all tickets associated with this scenario.
  • Duplicate -- Create a copy of a custom scenario to modify. The "Beginning of Call" scenario cannot be duplicated.
  • Availability -- Set operating hours for a custom scenario. When scheduled, a blue Scheduled tag appears on the card.

Deleting individual questions

You can delete a single question from a scenario by clicking the delete button next to it in the info view. If you delete the last question in a scenario, you will be prompted to delete the entire scenario.

Tips

  • Use the "Beginning of Call" scenario to capture essential details like name and phone number before the conversation begins.
  • Keep questions short and clear so callers can answer quickly.
  • Use the post-execution prompt to guide the AI toward the next step, such as transferring the call or sending a follow-up text.
  • Review submitted tickets regularly in the Tickets section of your dashboard.