Configure Intake Channels and Routing Rules

This guide explains how to set up Intake channels and configure routing rules for smooth intake handling.

Step 1: Supported Channels Setup

Intake AI may support multiple channels.

Call

• Enable incoming call intake

• Assign staff to answer or voicemail routing

• Test with sample calls

Text / SMS

• Enable text intake

• Verify number assignment

• Confirm auto-response if needed

Email

• Enable email intake

• Connect mailbox

• Confirm auto-forwarding to Intake AI

📸 Screenshot: Channel configuration screens

Step 2: Configure Routing Rules

Routing rules decide where incoming intakes go.

Steps:

1. Open Routing Rules Builder

2. Set conditions like:

   • Case type

   • Urgency

   • Client location

3. Choose destination based on rules

📸 Screenshot: Routing rules builder

Proper rules prevent misrouted intakes.

Step 3: Define Handoff Destinations

Handoffs determine who receives the intake after routing.

Common destinations:

• Team inbox

• Specific staff member

• CRM record creation

• Case queue

📸 Screenshot: Handoff destination selection

Always assign a responsible party to avoid dropped intakes.

Step 4: Testing Checklist

Before going live, test each step:

• Channel is enabled and reachable

• Routing rules direct intake correctly

• Handoff destination receives the intake

• Auto-responses and notifications work

Testing ensures smooth operations.