Building a custom Live Intake template

When to build a custom template

The SALT Default template covers general intake. Build a custom template when you have a recurring pattern that the default doesn’t fit:

• A specific carrier or rater that needs a particular set of fields.
• A short pre-qualification template that runs before the full intake.
• A line-of-business-specific flow (e.g. landlord vs owner-occupied).
• A different sequence than the default’s order.

Templates are account-wide — every agent on your agency can use them.

Create a new template

1. 1

   From the main nav, open Live Intake templates (or your agency’s equivalent navigation to Live Intake settings).

2. 2

   Click Create Template. The “Create a New Live Intake Template” modal opens.

3. 3

   Give the template a clear, action-shaped name — something like “Auto Quick Quote” or “Landlord Pre-Qualification.”

4. 4

   Pick the lines of business this template covers. The picker controls which categories and questions are available later.

5. 5

   Click Create to save the empty template and open the editor.

A newly created template starts empty. You add categories and steps from the editor.

Build out the template

Inside the editor, you’ll see the structure of your template — categories on the left, steps under each category, and questions inside each step.

Add and remove categories

Categories group related steps (for example, “Insured Information,” “Vehicle Details,” “Coverage Preferences”). Use Add/Remove Categories to choose which ones the template includes. The “Insured” category cannot be removed — it’s required for any Submission.

Add a step

Within a category, click Add Step (or the category-specific equivalent like Add Auto Step). A step is a screen the agent walks through during the call. Give it a heading and decide what it contains.

Add sections inside a step

A step can contain multiple sections:

• Question sections with one or more individual questions.
• Instruction blocks (sometimes labeled “Blocks” or “Instruction” in the UI) for static text — script prompts, reminders, instructions for the agent. These don’t capture data; they guide the conversation.

Add questions to a section

From the Available Questions panel, drag or click questions into a section. Both standard SALT questions and your agency’s Custom Questions appear here.

If you toggle Hide questions used on other steps, the panel hides any question already placed elsewhere in the template — useful for avoiding duplicates.

Save and validate

The template saves automatically as you edit. SALT shows an Invalid template indicator if a template has no active steps:

Without any activated steps, the template will not be available in Live Intake.

Add at least one step with at least one section before agents can use the template.

Make the template available to agents

Once the template has active steps, it appears in the picker for any Live Intake session on your account. There’s no separate publish action — saving and having a valid structure is enough.

To pull a template out of circulation, archive it instead of deleting.

Common questions

Can I duplicate an existing template to start from? Yes. From the templates list, find a template and use the duplicate action. The copy keeps the structure but starts as its own independent template.

Do Custom Questions need to be published before I can add them to a template? Yes. Only published Custom Questions appear in the Available Questions panel.

What happens to in-progress Submissions if I edit a template they used? Edits affect new Live Intake sessions. Existing Submissions retain whatever data was captured under the previous structure.