---
schema_version: "1"
id: 59ddd2c84c5bb0437f699ce3c17f5eb14cfc3bb0df1cf4a3820ab9073bea61fb
title: Intake Flow and Engagement Interaction for Crisis Support Center Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/admin_crisis_center_intake_flow_and_engagement_interaction.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.admin_crisis_center_intake_flow_and_engagement_interaction.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8d2cb332b9f7e774d29caa8e7e34ef83e4f802a460df978049bc0f170110a387
description: When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.
products:
  - Health
release: "264"
---
# Intake Flow and Engagement Interaction for Crisis Support Center Management

When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <p>Available in: Lightning Experience</p>
            <p style="margin-bottom:0;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Health
              Cloud</p>
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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/images/icon_note.png)

Note If you don’t use Open CTI Softphone, counselors can create an Engagement Interaction record to trigger the intake flow.

- **[Get to Know the Omnistudio Components Related to Intake Flow](https://help.salesforce.com/s/articleView?id=ind.admin_crisis_center_omnistudio_components_of_intake_flow.htm&release=264.0.0&type=5)**  
    The intake flow in Crisis Support Center Management is built using Omnistudio components that combine to provide a smooth and swift client intake process.