Intake AI Getting Started: Configure Channels, Routing, and Handoffs

This guide helps you set up Intake AI from scratch. You will enable channels, configure routing, hand off to staff, build your first flow, test it, and review captured data.

Setup Checklist

Before building anything, confirm these items:

• Intake AI is enabled

• At least one channel is active

• Routing destinations are configured

• Staff handoff rules are defined

This prevents broken flows later.

Step 1: Open Intake AI

Navigate to the Intake AI section from the main menu.

This is where all intake flows are created and managed.

Step 2: Enable Intake Channels

Channels define where users start intake.

Common channels:

• Web chat

• Form link

• SMS or messaging (if available)

Steps:

1. Open Channel Settings

2. Enable required channels

3. Save changes

Only enabled channels can collect intake data.

Step 3: Configure Routing Rules

Routing decides where the intake goes.

You can route to:

• A specific team

• A staff member

• A case queue

• Manual review

Steps:

1. Open Routing Rules

2. Set conditions (case type, urgency, answers)

3. Choose destination

Clear routing avoids delays.

Step 4: Set Up Staff Handoff

Some intakes need human review.

Configure handoff when:

• Information is incomplete

• Case is high priority

• User requests a person

Steps:

• Define handoff trigger

• Assign staff or team

• Set notification method

This ensures smooth transitions.

Step 5: Build Your First Intake Flow

An intake flow is the question sequence.

Start simple:

• Client name

• Contact details

• Case type

• Brief issue description

Save after each step.

This reduces user drop-off.

Step 6: Test the Intake Flow

Always test before going live.

Steps:

1. Use Test Mode

2. Complete the intake as a user

3. Verify routing and handoff

Fix issues before real users see them.

Step 7: Review Captured Intake Data

All submitted data is stored for review.

You can:

• Open intake records

• Review answers and metadata

• Confirm routing result

This is where staff continues the workflow.

Common Setup Mistakes

• Channels enabled but not routed

• No staff assigned for handoff

• Intake questions too long

• Flow not tested before launch

Fixing these early saves time.