In this article, we'll guide you through the complete process of setting up your Customer Intake Flow. You’ll learn how to complete the initial setup, configure your intake flow to match your business needs, and effectively use Customer Intake across various devices to ensure smooth and efficient customer interactions.

The first time you navigate to Account Settings and select 'Customer Intake,' you’ll be prompted to go through the 'Customer Intake Onboarding' process. To get started, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down until you reach the Booking section, and click on 'Customer Intake.' This will initiate the onboarding process.

The first step will be to confirm the industries your business serves. You will see your primary industry pre-populated in the form. If you need to add more industries, click the + INDUSTRY button located below the existing industry. This allows you to include additional sectors that your business operates in. Once you’ve reviewed or added industries, click the Next button in the bottom right corner of the screen to proceed to the next stage.

After confirming your industries, you’ll be prompted to select the services you offer within those industries. For each industry you have enabled, a list of relevant services will appear. To indicate which services you provide, toggle the corresponding switches. Services you don't offer can be turned off by clicking on the blue toggle; when it moves to the left and turns gray, the service is disabled. You can also add new services by clicking the + SERVICE TYPE button located beneath the existing list of services. Once you have made your selections, click Next in the bottom right corner to move forward.

The next part of the setup will allow you to customize your Request Guide, Reminders, and FAQs. To do this, navigate to the Customer Intake section in the menu on the left-hand side of the screen and select the item you wish to configure. The Request Guide will already include some common questions that other Pros commonly ask their customers. You can fully customize this guide by adding, removing, or editing the questions to match the specific needs of your business. This customization allows you to gather the most relevant information from your customers during the intake process.

You can customize your Reminders, FAQs, and Request Guide in the Customer Intake section of Account Settings. These features allow you to personalize the intake experience for your customers, ensuring that all the necessary information is collected upfront.

To get started, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down until you reach the Booking section, and click on Customer Intake. An expanded menu will appear, allowing you to choose between Reminders, FAQs, or the Request Guide for further customization.

Reminders will appear at the top of each of the three pages in the Customer Intake form: Request, Schedule, and Contact. These reminders are shown for each step in the intake flow, helping you ensure that critical information is addressed during customer interactions.

To add a reminder, begin by clicking the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down until you reach the Booking section and select Customer Intake. An expanded menu will appear—click Reminders. You will then see the option to add a reminder by clicking +Reminder under each step: Request, Schedule, or Contact.

When you click Add Reminder, a sidebar menu will pop out from the right side of the screen. In this sidebar, enter a Title and a Note into their respective fields. Once you’ve entered your information, click Add in the upper right-hand corner of the Add Reminder sidebar. You can continue to click +Reminder to add additional reminders for each step, ensuring you have all relevant details covered.

Helpful reminders to include might focus on scheduling specifics, fees, services you don't offer, or estimated wait times for materials.

To edit existing reminders in the Customer Intake form, you will begin by accessing the Reminders section within Account Settings. First, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click Reminders.

Once you're on the Reminders page, find the reminder you wish to edit. To begin editing, click the three vertical dots next to the reminder, then select Edit from the drop-down menu.

A sidebar will pop out from the right side of the screen, allowing you to update both the Title and Note fields. After making your changes, click Save in the upper right-hand corner of the Edit Reminder sidebar to ensure your updates are applied. This will allow you to keep important information current and relevant to your intake process.

To delete reminders in the Customer Intake form, start by navigating to the Reminders section within Account Settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account. From the left-hand menu, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click Reminders.

Once you're on the Reminders page, locate the reminder you wish to delete. Click the three vertical dots next to the reminder, then select Delete from the drop-down menu.

Be cautious when deleting a reminder, as no confirmation message will appear after selecting Delete. Ensure that you truly want to remove the reminder before proceeding, as this action cannot be undone.

To move reminders in the Customer Intake form, start by accessing the Reminders section within Account Settings. First, click the gear icon located in the upper right-hand corner of your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click Reminders.

Once you're on the Reminders page, locate the reminder you want to move. Click the three vertical dots next to the reminder, then select Move Up or Move Down from the drop-down menu.

This will allow you to rearrange the order of your reminders, ensuring that they appear in the sequence that best fits your intake process. After making the adjustments, your reminders will be repositioned accordingly.

The FAQ section is always available on the left side of the Customer Intake form, regardless of which page you are on—Request, Schedule, or Contact. This setup ensures that you and your employees can access important information at any stage of the intake process, making it easier to find necessary details and enhancing overall workflow efficiency.

Each FAQ entry includes a Question and an Answer. These FAQs are searchable from the intake screen, allowing you to include a wide range of questions while still ensuring that you can easily find the relevant information. Common FAQs might cover topics such as warranty terms, discounts offered, company details, or accepted payment methods.

To add a new FAQ, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down until you reach the Booking section and click on Customer Intake. An expanded menu will appear—click FAQs.

Then, click +Question to add a new entry. A sidebar will pop out from the right side of the screen where you can enter a Question and an Answer into their respective fields. After filling in these fields, click Add in the upper right-hand corner of the sidebar to save your FAQ.

This process makes it easier for you and your employees to find relevant information quickly, providing a better customer service experience by ensuring that answers are readily available.

To edit existing FAQs in the Customer Intake form, you will begin by accessing the FAQ section within Account Settings. First, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click FAQ.

Once you're on the FAQ page, find the FAQ entry you wish to edit. To begin editing, click the three vertical dots next to the FAQ, then select Edit from the drop-down menu.

A sidebar will pop out from the right side of the screen, allowing you to update both the Question and Answer fields. After making your changes, click Save in the upper right-hand corner of the Edit FAQ sidebar to ensure your updates are applied.

This helps keep your FAQ section accurate and up-to-date, providing valuable information quickly for an improved customer service experience.

To delete an existing FAQ in the Customer Intake form, you will begin by accessing the FAQ section within Account Settings. First, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click FAQ.

Once you're on the FAQ page, find the FAQ entry you wish to delete. To delete, click the three vertical dots next to the FAQ, then select Delete from the drop-down menu.

Please note that there will not be a confirmation screen before the FAQ is deleted. Be careful to ensure that you truly want to delete the question, as this action cannot be undone.

This process helps you manage your FAQ section by removing outdated or irrelevant information, improving the efficiency of the customer intake process.

To move an existing FAQ in the Customer Intake form, you will begin by accessing the FAQ section within Account Settings. First, click the gear icon located in the upper right-hand corner of the navigation bar in your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. An expanded menu will appear—click FAQ.

Once you're on the FAQ page, find the FAQ entry you wish to move. To do so, click the three vertical dots next to the FAQ, then select Move Up or Move Down from the drop-down menu.

This feature allows you to reorganize your FAQ entries, ensuring that the most relevant or frequently asked questions are positioned prominently. This helps streamline information access and enhances the efficiency of your customer intake process.

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.

To set up and customize your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account. From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide.

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 by clicking + 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:

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.

To add Single Choice Questions to your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Scroll to the bottom of the Request Guide 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 trashcan 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:

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.

To add Multiple Choice Questions to your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Scroll to the bottom of the Request Guide 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, "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:

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.

To add Text questions to your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Scroll to the bottom of the Request Guide 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 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.

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 within the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on 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 vertical three-dot icon to the right of the question and select Add Branch from the drop-down menu.

Please 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:

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

For example:

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

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

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

To edit Questions in your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Find the question you wish to edit and click the vertical three-dot icon to the right of the question. Select Edit from the dropdown menu.

A sidebar will pop out from the right-hand side. In the sidebar that appears, you can:

Please note that 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.

To delete questions from your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Find the question you wish to edit and click the vertical three-dot icon to the right of the question. Select Delete from the dropdown menu.

Please note that 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.

To move questions in your Request Guide in the Customer Intake section, start by accessing the Request Guide settings. Click the gear icon in the upper right-hand corner of your Housecall Pro account.

From the menu on the left-hand side, scroll down to the Booking section and select Customer Intake. Then, click on Request Guide. Find the question you wish to move and click the vertical three-dot icon to the right of the question. Select Move Up or Move Down from the dropdown menu.

You can add in-line Reminders in three ways:

To add Reminders to your Request Guide, start by accessing the Request Guide settings from your Housecall Pro account. Click the gear icon in the upper right-hand corner, then navigate to the Booking section on the left-hand side menu and select Customer Intake. Click on Request Guide to open the settings.

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 (indicated by 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.

To edit a Reminder in your Request Guide, begin by accessing the Request Guide settings from your Housecall Pro account. Click the gear icon in the upper right-hand corner, navigate to the Booking section on the left-hand side menu, and select Customer Intake. Click on Request Guide to open the settings page.

Find the reminder you want to edit. Click the vertical three-dot icon 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.

To delete a Reminder from your Request Guide, access the Request Guide settings by logging in to your Housecall Pro account. Click the gear icon in the upper right-hand corner, go to the Booking section in the left-hand sidebar, select Customer Intake, and then click on Request Guide.

Locate the reminder you wish to delete. Click the vertical three-dot icon next to the reminder and choose Delete from the dropdown menu.

Please 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.

To move a Reminder within your Request Guide, log in to your Housecall Pro account and go to the Request Guide settings. Click the gear icon in the upper right-hand corner, select Customer Intake from the Booking section, and then click on Request Guide.

Find the reminder you want to move. Click the vertical three-dot icon next to the reminder and select Move Up or Move Down from the dropdown menu to reposition the reminder within the list. The reminder will be reordered accordingly.

Managing the Customer Intake Flow on desktop offers a streamlined and efficient approach to handling customer requests. This section will guide you through the essential steps of using the desktop interface, from accessing the intake flow to entering and managing information. Whether you’re starting a new intake or navigating through existing forms, you’ll find everything you need to ensure a smooth and effective process.

To use the Customer Intake Flow on the desktop, start by logging into your Housecall Pro account. Click the black New button at the top of your screen and select Intake from the drop-down menu. This will open a new page titled New Call.

At the top of the New Call page, you can use the Address Lookup search bar to search for the service address. Once entered, a map view of the address will appear. Click Use This Address to select it for the intake flow.

In the Customer Name field, enter the customer's name. If the customer is already in your system, select their name from the search drawer, and their address, phone number, and email will populate vertically along the top of the screen. For new customers, click Create Customer from the search drawer and enter their details.

You can view a customer's profile, including any estimates, jobs, or invoices linked to the profile, by clicking Show Profile in the upper right corner. To hide the profile, click Hide Profile.

Use the three vertical dots icon to the right of Show Profile at the top of the New Call page to detach the customer from this intake flow.

For new customers, use Show Profile or the Contact section on the left-hand side under Intake Flow to add their service address, email, phone number, customer tags, notes, and other details.

Under Intake Flow, navigate to the Request section to add a request description and private notes that are only visible internally. Review the Request Guide you’ve set up. There will also be fields for business unit, job type, tags, lead source, and the ability to add service or material line items.

In the Schedule section on the left-hand side, view any existing reminders at the top of the page in yellow. Use the toggle next to Show Reminders to hide or show them. Click on the calendar to add a date and time, and click on the scheduling block to edit details such as the appointment date, time, and whether the job is recurring. Keep in mind, leads do not need to be scheduled on the calendar.

Click Contact on the left-hand side under Intake Flow to confirm and review the customer’s profile information. Use the Show All Fields toggle in the upper right-hand corner of this section to display additional fields, such as the option to receive notifications, add additional addresses, phone number types, and more.

For answers to frequently asked questions at any point during intake, click the FAQ tab located to the right of Intake Flow on the New Call page.

When finished, click Save in the upper right corner. You will be prompted to save the intake as a job, estimate, or lead. Choose the appropriate option from the drop-down menu, and you will be taken to the relevant details page.

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.

The Customer Intake flow on mobile allows you to capture and manage customer information on the go, with some differences compared to the desktop version.

To access the Customer Intake flow on mobile, start by logging into the Housecall Pro app on your mobile device. Once logged in, tap the plus (+) icon in the top right corner of the app and select Intake from the menu. This will open the Customer Intake Flow on your mobile screen. Please note, on mobile, you won't have access to view the customer’s profile or FAQ directly from the intake flow.

The New Intake screen will populate. For adding a customer using Mobile Intake, begin by clicking on the Customer button listed under the 'Required' section. If the customer is already in your system, use the search bar to find and select their profile from the list. For new customers, manually enter their details by clicking the plus (+ icon) in the upper-right-hand corner of the Customers screen and entering their details as prompted.

Under the 'Optional Section,' you will find three key components you can customize: Request Guide, Schedule, and Line Items. Each of these sections allows you to add specific details relevant to the Customer Intake process.

By using these sections effectively, you can ensure that all necessary information is captured and organized, making it easier to manage the intake and proceed with scheduling and execution.

Once you have entered all the necessary details into the Request Guide, Schedule, and Line Items sections, you can save the intake information. Click on the Save As button in the upper-right hand corner to finalize and store the intake. You will be prompted to save it as a job, estimate, or lead. Select the appropriate option based on the nature of the intake. This ensures that all the details are preserved and that the intake is properly categorized for future reference and action.

When viewing Customer Intake details, any information captured from the request guide will appear in the mobile view of the job or estimate under the Request Guide widget.