Use the Call intake console

Call intake is where a customer service rep turns a phone call into a job. Open it from Call intake in the sidebar, or New intake in the header (on a phone, the + menu → New intake).

There are two paths:

An account already on file — look them up, draft, then Confirm draft. Nothing is written until you confirm.
A first-time caller — New caller opens New caller and job. Create job writes the account, the site, and the job together. There is no draft step on this path.

Find an existing caller

Search by name, phone, or email — 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.

Take a new caller straight to a job

If this is their first time calling in, choose New caller. Fill in:

Name (required). Company is optional — with no company, the account takes the caller's name. Type three or more characters into Company and a dropdown of matching businesses appears; picking one fills the address and phone into whatever of those fields are still blank and sets Customer type to Commercial. Keep typing and it still saves as free text if nothing matches.
Customer type — Residential or Commercial.
Phone and Email (email is the duplicate check).
The service address: Address, City, Province / state, Postal / ZIP code, and an optional Site label.
Why they called (required) — choose a reason from the list. It sits above Issue. The options are New service, Emergency, Quote request, Agreement visit, Billing, Reschedule or status, Warranty, and Other.
Issue — what the caller needs, in their words.

Select Create job. If you skip Why they called, Thermal stops you with "Choose why they called." If Thermal thinks this caller is already on file, it lists the matching accounts — open one of those, or Create a new account anyway then Create job anyway.

The job opens with a one-time Created from call chip.

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 jobs. 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 job can't be drafted without an address to send a tech to.

Draft the job

Choose the Service site the call is about. Equipment is optional — search the units at this site, leave it as No specific equipment, or Add equipment if they named a unit that is not on file yet.

Choose Why they called (required). On a known account it sits above the outcome controls. The options are the same as for a new caller: New service, Emergency, Quote request, Agreement visit, Billing, Reschedule or status, Warranty, and Other. Without one, Thermal says "Choose why they called."

Then type or paste Caller notes — write them close to what the caller actually said. If this caller was captured with an Issue, that text is already in Caller notes; edit it if you need to.

Select Draft job 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 job — 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 job and open it. The job header shows a one-time Created from call chip. 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.

If this is not a job today: Call back later (set Call back by, then Park call) or Discard draft. Parked callbacks show under Callbacks owed with Mark called back.

A company can turn the draft assistant off entirely (Automations → Call intake drafting). When it's off, Draft job returns an error — fill in the job by hand from the customer's account record, or use New job.

Reference

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