Ask your own intake questions on calls

Set up call intake

1. Open Call intake

   Go to Receptionist and select the Call intake card.

2. Start from a template or from scratch

   Select Start from a template for a ready set of questions for your kind of business, or Start from scratch.

3. Add what to ask

   Fill in Instructions for your receptionist, the questions to Ask every caller, and your Reasons for calling. Each reason can have its own questions, and a reason can send the call to a number you choose.

4. Check it and turn it on

   Select See what your receptionist is told to read it over. Then switch on Use this intake on calls and save.

Where the answers show up

Each call’s answers appear under Intake answers in the call’s details, and on the customer’s page under What your receptionist collected.

The Talk Note email has them too, unless your account protects health information. Then the email only says a call came in, until you turn on Email the answers that aren’t health details on the Call intake page. Mark each question that can carry health information as a Health detail: those answers stay in the app.

Asking for a Social Security number

Your receptionist never asks for one unless you add a question with the answer type Social Security number. Then it confirms only the last four digits. The number is stored encrypted and shown masked, only owners and managers can see it, and each view is logged. It’s never in Talk Note texts or emails.

Keep it short

• Ask only what you need to call back, quote, or book. Every question adds time to the call, and to your Talk Time.
• Use the caller’s words for each reason, like “my car won’t start,” not your internal job codes.
• Make a test call for each reason after you change it.

Which plans have it

Call intake is on Real Talk and Big Talk. On Small Talk, you can set it up and save it turned off, and it starts working when you move up.

Questions