Selected Role

Intake Teams own the first operating record: who needs help, what is happening, where the work is, how urgent it is, what context is required, and which team should receive it next.

Field service intake map

Demand becomes ready-to-work records.

Calls, web forms, referrals, photos, urgency, service area, scheduling, estimates, deposits, and handoffs need to become one clean starting point for the operation.

If the business can observe it, track it, decide on it, approve it, improve it, or report on it, it can become part of the software.

Lead and Request Capture

Open

New service requests
Phone, web, text, and referral intake
Customer contact details
Property address
Service area check
Job type selection
Urgency level
Photo/video intake
Preferred appointment window
Initial notes and expectations

Qualification

Open

Fit assessment
Service availability
Warranty or membership status
Commercial vs residential routing
Emergency vs standard work
Estimate required vs bookable job
Required access details
Budget or approval needs
Insurance or claim context
Duplicate customer/job detection

Booking and Scheduling

Open

Appointment booking
Calendar availability
Technician skill requirement
Service duration estimate
Route/territory fit
Arrival window selection
Recurring service setup
Reschedule handling
Deposit or booking fee collection
Confirmation messages

Estimate and Sales Handoff

Open

Estimate request creation
Sales opportunity creation
Site visit scheduling
Decision-maker capture
Scope notes
Photos and measurements
Financing interest
Follow-up reminders
Proposal status
Lost reason tracking

Customer Communication

Open

Initial response
Booking confirmation
Reminder messages
Missing information requests
Estimate follow-up
Arrival expectations
Intake status updates
Call notes
Customer preferences
Language or accessibility notes

Pipeline and Source Tracking

Open

Lead source
Campaign/source attribution
Referral tracking
Conversion by channel
Call outcome tracking
Booked vs unbooked requests
Estimate conversion
Average response time
Revenue by source
Follow-up aging

Forms and Required Data

Open

Dynamic intake forms
Required fields by job type
Asset/equipment details
Customer documents
Gate/access instructions
Safety notes
HOA/building requirements
Commercial site contacts
Tax-exempt details if needed
Consent or authorization fields

Handoff Readiness

Open

Complete job packet
Dispatch-ready status
Estimate-ready status
Missing information queue
Next owner assignment
Priority ranking
SLA or response target
Parts or equipment flag
Customer expectation summary
Internal handoff notes

Edge Areas

After-hours intake: emergency calls, overflow answering, and next-day triage
Call center operations: scripts, call scoring, routing, and callback queues
Commercial accounts: purchase order needs, site contacts, and account terms
Membership plans: plan eligibility, priority booking, discounts, and renewal prompts
Insurance or claims: carrier details, adjuster contacts, photos, and claim numbers
Financing: prequalification interest, payment link routing, and lender handoff
Duplicate control: duplicate customers, duplicate addresses, and repeated requests
Multi-location routing: branch, territory, franchise, or service area assignment