Staff Phone and Walk-in Intake

Phone and in-person enquiries usually get jotted on paper or into a separate app, then re-entered into the CRM later, creating delays and duplicate records.

The staff intake desk lets office staff search for an existing customer or create a new one, then create whatever record the enquiry needs — a lead, a booking, a quote, a job, or an invoice — from the same screen. It covers phone-based intake and in-person, counter-style enquiries where a staff member is taking the details directly.

• A customer calls in rather than using the website
• A customer visits in person to ask about a service or get a job started
• Staff need to create a customer record and the first piece of work in one motion

• Trades and field service businesses that still take a large share of enquiries by phone
• IT support providers logging call-in requests
• Appointment-based businesses taking walk-in bookings at a counter

• Customer
• Lead
• Booking
• Quote
• Job
• Invoice

• Quotes created from the intake desk are sent for acceptance using Quotes and Customer Acceptance
• Invoices created directly from the desk are covered by Invoices, Payments and Receipts
• Bookings taken over the phone follow the same downstream flow as Online Booking

• A customer calls about a leaking tap and staff create a lead and schedule a callout while still on the phone
• A walk-in customer asks for a quote on custom shelving and staff draft it from the counter

• No special setup is required — staff phone intake is available to staff accounts by default
• Configure which services and pricing options staff can select from during intake

Phone and in-person enquiry handling — creating leads, bookings, quotes, jobs and invoices from the staff desk — is available today. Ringing up a walk-in retail sale as a commerce order directly from this desk is not yet the primary path; walk-in retail sales are currently handled through invoices rather than the online store's order flow.