Call intake
What it's for
Call intake turns a phone call into a booked job. You pick the account, type what the caller said, and the screen drafts a work order — job type, priority, site, equipment — for you to check and confirm. It exists so a busy phone takes less typing and fewer missed details.
Reach it from Jobs → Call intake in the sidebar, at /call-intake. The screen
opens on "Choose the customer account before drafting the work order."
Tabs
The screen has no tabs. It is a sequence: find the account, add the call, check the draft, confirm.
Panels and controls
Finding the account
Search looks up customers by name or phone — "Search customers by name or phone…" — showing Name and Contact so you can tell two similar accounts apart while the caller is still on the line. Account record shows what you already know about them.
The call
- Service site — which of their sites the call is about. If they have none, Add site creates one inline with a Site label ("e.g. Main Office"), Address line 1 ("Street address"), City, State, and ZIP, so a new site does not send you to a different screen mid-call.
- Equipment — the unit in question, when the caller can name it.
- Caller notes — what they actually said. This is the input the draft is built from, so write it the way they said it.
The draft
Draft work order produces a Draft intake and a Draft summary, including a suggested Job type and Priority, plus Renewal follow-up and Warranty follow-up flags where the account has something worth mentioning. Nothing is booked yet — Confirm draft is what creates the work order, and Draft notes let you adjust before you do. If the draft assistant is switched off for your shop, the screen says so and you book the job the usual way.
Contractor non-compete
A site under a contractor non-compete rental needs an override reason before the job can be confirmed, the same rule the booking form applies.
What it accepts
| Field | Format | Required | Rule |
|---|---|---|---|
| Customer | Search and pick | Yes | "Choose a customer." |
| Service site | Pick a site | Yes | "Choose a service site."; must belong to that customer — "Service site not found for this customer." |
| Equipment | Pick a unit | No | Must belong to that customer — "Equipment not found for this customer." |
| Caller notes | Free text | Yes | "Enter the caller notes." |
| Site label / Address line 1 / City / State / ZIP | Free text | Yes, when adding a site | Creates the site on the account |
| Draft notes | Free text | No | Adjustments before confirming |
| Non-compete override reason | Free text | Only on a covered site | Required before the job will confirm |
How to configure it
- Automations settings decide whether the draft assistant runs at all. With it off, the screen still records the call and hands you a blank booking form.
- Branches decide which accounts a branch-limited user can find.
- Agreements and Warranty settings decide when the renewal and warranty follow-up flags appear.
Who can see it
This screen sits behind the Dispatch area.
Owners, office managers and dispatchers can open it. Technicians cannot. The gate is checked on the server, not just hidden in the sidebar, so a direct link does not get around it.
The full role matrix is on Roles & permissions.