Customer Intake is available with the Voice, HCP Assist, or Pipeline add-ons.

Customer Intake Request Guide

The Request Guide is a versatile and customizable form that appears during the Request step of your Customer Intake process. By default, it comes with a standard set of questions, but you have the flexibility to modify, add, or remove these questions to better fit your business needs. Additionally, you can create new questions and reminders to enhance the form's effectiveness.

The Request Guide is a dynamic and highly customizable form that appears during the Request step of your Customer Intake process. Your account will initially come with a set of default questions. You can modify these questions to better suit your business needs or delete them entirely to start fresh with a new guide. Additionally, you can add new questions and reminders to further tailor the guide to your requirements.

What happens to the information I collect during Customer Intake?

After completing your customer intake, the information you gather from the Request Guide will be included on the new lead, job, or estimate under the Request Guide section.

Customize Your Request Guide

To set up and customize your Request Guide in the Customer Intake section:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Click + Question or + Reminder at the bottom of the Request Guide page, just beneath the pre-existing questions.

You can choose from three types of questions to include in your Request Guide:
- Single Choice: Allows customers to select only one response from a list of options.
- Multiple Choice: Enables customers to select more than one option from a list.
- Open Text: Provides a field for customers to enter a free-form response.

You can also enhance the functionality of your Request Guide by using Question Branching.
- Branching allows you to display different follow-up questions based on the customer's response to a single-choice question.
- For example, if a customer selects Installation versus Repair, you can present different sets of questions tailored to each type of request.

Single Choice Questions

To add Single Choice Questions to your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Scroll to the bottom of the page, just beneath the pre-existing questions, and click + Question.

A sidebar will pop out from the right-hand side. In the Question field, enter your desired question (e.g., for the home cleaning industry, "What type of cleaning service are you requesting?").

Then, make sure to select Single Choice from the Type dropdown.

From the Answers drop-down, you can choose between Custom, Industries, or Service Types.

If you select Service Types, you'll be able to add or remove options like Install, Repair, Maintenance, Cleaning, Diagnosis, or Get a Quote. These pre-existing industries are based on what was inputted during the Customer Intake Onboarding.

Use the toggle to the right of each service type to show or hide these options as needed.

Delete service type options by clicking the trash can to the left of the toggle.

Use the two horizontal bars to the left of each answer to move them up or down.

If you select Industries, relevant options for your industry, such as Home Cleaning or Laundry, will populate. These pre-existing industries are based on what was inputted during the Customer Intake Onboarding.

Use the toggle to the right of each industry type to show or hide these options as needed.

Use the two horizontal bars to the left of each answer to move them up or down.

If these options don't fit your needs, you can select Custom from the Answers drop-down to instead create your own options.

In the answers section, you can input custom options such as:
- Regular Cleaning
- Deep Cleaning
- Move-In/Move-Out Cleaning

To add each option, click + Answer for every new entry. This ensures that each choice is listed as a selectable option for your customers.

Use the two horizontal bars to the left of each answer to move them up or down, or use the X icon to delete a custom answer.

Additionally, you have the option to add a Reminder for your employees when they are filling out the answer to this question. This helps ensure consistency and clarity in responses.

When you are done, click Add in the upper right-hand corner of the sidebar to add this question to your Request Guide.

Multiple Choice Questions

To add multiple choice questions to your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Scroll to the bottom of the page, below the pre-existing questions, and click + Question.

A sidebar will pop out from the right-hand side. In the Question field, enter your desired question (e.g., for the home cleaning industry, "Which areas of your home would you like us to clean?").

Make sure to select Multiple Choice from the Type dropdown.

In the answers section, input your options such as:
- Living Room
- Kitchen
- Bedrooms
- Bathrooms
- Hallways

Use the two horizontal bars to the left of each answer to move them up or down, or use the X icon to delete a custom answer.

Additionally, you have the option to add a Reminder for your employees to guide them when they are filling out the answer to this question. This helps ensure consistency and clarity in responses.

When you are done, click Add in the upper right-hand corner of the sidebar to add this question to your Request Guide.

Text Questions

To add Text questions to your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Scroll to the bottom of the Request Guide page, below the pre-existing questions, and click + Question.

A sidebar will pop out from the right-hand side. In the question field, enter your desired question (e.g., for the home cleaning industry, "What is the square footage of your home?").

Make sure to select Text from the Type dropdown.

In the answers section, you don't need to input options since customers will provide a free-form response.

Additionally, you have the option to add a Reminder for your employees to guide them when they are filling out the answer to this question.

When you are done, click Add in the upper right-hand corner of the sidebar to add this question to your Request Guide.

Add Branches to Questions in Your Request Guide

Question Branching enhances the Request Guide by allowing you to tailor follow-up questions based on the customer's responses. This feature helps streamline the intake process and ensures you gather the most relevant information by presenting specific questions only when certain answers are provided.

For instance, if a customer selects Cleaning as their service type, you can follow up with additional questions related to various cleaning tasks, making the information collected more precise and actionable.

To add Branches to your questions in the Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Find the Question to which you want to add a branch and click the Create Branch icon, indicated by two arrows branching off.

Alternatively, you can click the More icon (three dots) to the right of the question and select Add Branch from the drop-down menu.

📌 Note: This feature is available for Single Choice questions only.

Once you click Create Branch or Add Branch, an expanded section will open, showing Show For: followed by the answers that were added to this question.

Click the answer for which you want to add additional questions or reminders. The selected answer will be highlighted in blue.

In the sidebar that appears, you can:

Select Question Type: Choose from the Type dropdown menu. The options are:
- Single Choice: Respondents choose one answer from a predefined list.
- Multiple Choice: Respondents select multiple answers from a list.
- Text: Respondents provide a freeform text response.

Manage Answers:
- For Single Choice questions, use the Answers dropdown to select or manage options like Custom, Industries, or Service Types. To add new options, click + Answer. Rearrange options with the two horizontal bars and delete options with the X icon.
- For Multiple Choice questions, click + Answer to add new options directly.
- Text questions do not require predefined answers.

Add Reminders: Enter guidance in the Reminder field to assist employees with this question.

When you are done, click Add in the upper right-hand corner of the sidebar to save your changes.

For more details on adding Single Choice questions, please see the relevant section of this article here.

Example: If the customer answers "Yes," you can branch to follow-up questions with text answers.

Question: "Is this request covered by an insurance claim?"
- Answer: Yes

Branched Questions:
- "What is the insurance provider’s name?"
- "What is the claim number?"

Edit Request Guide Questions

To edit Questions in your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Find the question you wish to edit and click the More icon (three dots) to the right of the question. Select Edit from the dropdown menu.

In the sidebar that appears, you can:

Modify the question text: Change the wording of the question as needed.

Move the answers: Use the two horizontal bars next to each answer to move them up or down.

Add additional answers or reminders: Click + Answer to include more options or enter a reminder in the Reminder field to add more details.

📌 Note:

When editing a question, you can modify the question text, rearrange answers, and add additional answers or reminders. However, you cannot change the Question type (e.g., Single Choice, Multiple Choice, Open Text) or the Answer type if the question was set up as a Custom question.

If you need to change the question type or answer type, you would need to delete the existing question and create a new one with the desired settings.

If you would like to see more flexibility in this area in the future, please submit a product suggestion via the Blue Chat Bubble or through our Product Roadmap.

When you are done, click Save to apply the updates to your Request Guide.

Delete Request Guide Questions

To delete questions from your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Find the question you wish to edit and click the More icon (three dots) to the right of the question. Select Delete from the dropdown menu.

📌 Note: There is no confirmation prompt when you select Delete for a question. Be certain you want to remove the question before clicking Delete to avoid any accidental deletions.

Move Questions in Your Request Guide

To move questions in your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Find the question you wish to move and click the More icon (three dots) to the right of the question.

Select Move Up or Move Down from the drop-down menu.

Request Guide Reminders

You can add in-line Reminders in three ways:

Before or after questions
As a part of a question
As a branch off of a question (e.g., if you selected "Repair" as the response to a question, you want to include a reminder that all repairs include a service charge)

Add Reminders to Your Request Guide

To add Reminders to your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

To add a Reminder before or after a question:

Scroll to the bottom of the Request Guide and click + Reminder.

A sidebar will appear where you can add the Title and Note for the Reminder.

Click Add in the upper right-hand corner to save your changes. This lets you provide additional context or instructions related to that specific question.

To include a Reminder as part of a branch:

Locate the question that has an existing branch or add a branch by clicking the Create Branch icon (two arrows branching off).

When the section expands, a sidebar will appear where you can add the title and note for the reminder.

Click Add in the upper right-hand corner to save your changes.

For example, if a respondent selects Repair, you might add a reminder noting that all repairs include a service charge. For more details on Question Branching, please view the related section of this article here.

When creating or editing a question, a sidebar will appear on the right side of the screen. In this sidebar, you will find a field for adding a Reminder.

Enter your Reminder text here to offer additional context or instructions related to the question.

For example, if your question asks for the square footage of a house, you might include a Reminder to measure the area of each floor separately.

For more details on adding Reminders when creating or editing a question, please view the related section of this article here.

Edit Request Guide Reminders

To edit a Reminder in your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Find the reminder you want to edit. Click the More icon (three dots) next to the reminder and select Edit from the dropdown menu.

A sidebar will appear, allowing you to update the Title and Note of the reminder.

Click Save in the upper right-hand corner to save your changes.

Delete Request Guide Reminders

To delete a Reminder from your Request Guide:

Click the gear icon in the top right corner of your Housecall Pro account.

From the Settings menu on the left, scroll down to the Booking section and select Customer Intake > Request guide.

Locate the reminder you wish to delete. Click the More icon (three dots) next to the reminder and select Delete from the dropdown menu.

📌 Note: There will not be a confirmation prompt for deletion, so ensure you truly want to delete the Reminder before clicking Delete to avoid any unwanted changes.