When you accept a call or incoming messaging requests in the Crisis Support Center Management app, use the client intake flow to quickly enter basic client details.
Required Editions
|
Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud |
| User Permissions Needed | |
|---|---|
| To use the Crisis Support Center Management app: | Manage Crisis Support Center Management App |
After you accept a call using Open CTI or messaging requests using Omni-Channel, the intake flow opens automatically. The flow opens in the Engagement Interaction tab for calls, and the Messaging Session tab for SMS and chats.
Note If you don’t use Open CTI Softphone, you can create an Engagement Interaction record to
trigger the intake flow.
- Enter the client details.
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Associate the client to an existing account using one of these options:
- Choose Select account matching with the phone number to search for an existing account based on the phone number.
- Choose Select another account to search for an existing account based on the name.
- If there is no existing account, choose Create a person account. At a minimum, enter the client’s Last Name.
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Click Next.
The intake flow creates a case record and takes you to the case detail page.