Use the Call intake console

Call intake is where a customer service rep turns a phone call into a work order. Look up the caller, note what they said, and draft a work order without leaving the call — nothing is created until you confirm it.

Find or add the caller

Search by name or phone number — phone search matches on any part of the number, so an area code or the last four digits is enough. Pick the matching customer to open their intake screen, or choose New caller if this is their first time calling in.

Review the account record

Once a customer is selected, the account record sits alongside the intake form: their sites, equipment, agreements, recent service history, and recent work orders. Use it to confirm you have the right caller and the right address before drafting anything, and to see if a unit is already under agreement or has open history worth mentioning to the caller.

If the customer has no service site on file yet, add one inline — a work order can't be drafted without an address to send a tech to.

Draft the work order

Choose the service site the call is about, and the specific unit if the caller named one (leave it blank if they haven't). Then paste or type the call notes — write them close to what the caller actually said; the more detail here, the better the draft.

Select Draft work order to generate a suggested job type, priority, parts/skill flags, and any renewal or warranty follow-up based on the notes and the customer's history. This is a starting point, not a finished work order — nothing is written to the account yet.

Review and confirm the draft

Check the draft summary. Job type, priority, and the draft notes are editable right there — change anything that doesn't match what the caller actually needs. If a contractor non-compete override reason field appears, the site is under a rental agreement with a non-compete flag and you need to explain why this visit is allowed before you can confirm.

Select Confirm draft to create the work order and open it. If you changed anything from the original draft, that's recorded as an edit — the original suggestion is kept alongside your final version for the record.

A shop can turn the draft assistant off entirely (Automations → Call intake drafting). When it's off, the draft step returns an error and you fill in the work order by hand from the customer's account record instead.

Reference

• Who can reach Call intake — Owners, Dispatchers, and Office users. Technicians don't have access. See Roles & permissions.
• Work order status and job type values — in Status & domain values.