Best practices for Live Intake during a customer call
Prep your template choice and lines of business before you dial. During the call, use the Notepad for off-script notes and let autosave do the heavy lifting. If the call gets cut short, send a Continue Link by email or SMS so the prospect can pick up later.
In short: Pick a template before you dial, take notes in the Notepad as you go, and rely on autosave. If the call ends early, send a Continue Link so the prospect finishes on their own.
Before the call
A few seconds of prep saves a lot of awkward fumbling once the prospect picks up.
- Have the Submission ready. Either create it now or pull up the existing one (if the prospect already started a Link or you’ve talked before).
- Pick a template. If your agency has multiple, choose the one that matches the call type. The SALT Default template is fine if you don’t have a more specific one.
- Confirm lines of business. When you create or open the Submission, the lines of business on file determine which categories appear. Add lines now if you know they’ll come up.
- Know your script’s first beat. “Thanks for calling — to get started, can I get your full name?” is faster than starting with “uh, hold on, let me find the right screen.”
During the call
Let autosave do its job
Live Intake autosaves as you click through. You don’t need to hit a save button. If your browser tab crashes, the data on the prospect’s last completed step is safe.
Use the Notepad for context the questions don’t capture
Every Submission has a Notepad — a free-form text area for things that don’t fit into a structured field. Use it for:
- Why the prospect called (referral source, ad campaign, recommendation)
- Concerns they raised (budget sensitivity, prior bad experience)
- Follow-up commitments you made on the call (“I’ll email the quote by 4pm”)
- Anything you’d want a teammate to see if they picked up the Submission later
Notepad content stays internal and isn’t sent to integrations.
Switch templates if the call expands
If the conversation evolves beyond what your starting template covers, you can switch templates mid-call. Your existing answers are preserved — the new template just shows you a different sequence of questions to ask next.
Don’t multi-edit with a teammate
Live Intake doesn’t lock the Submission to a single editor. If a colleague opens the same Submission at the same time, the last save wins for any field they both touched. If you’re collaborating, divide and conquer verbally — you take Auto, they take Property.
When the call gets cut short
It happens. The prospect has to run, the call drops, the conversation needs to continue tomorrow.
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From the Submission’s detail page, send a Continue Link by email or SMS.
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The prospect receives a token-secured URL. Clicking it brings them right back into the same Submission, with everything you captured already filled in.
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They finish on their own time. Their answers merge into the Submission you started.
Continue Links expire after 30 minutes for security. If the prospect doesn’t act on it in time, send another from the Submission.
After the call
- Verify the Status is right. Move the Submission to the appropriate stage (In Progress, Quoted, Lost, etc.) so it shows up in the right Saved Views.
- Check for missing data. If you skipped any required questions, the Submission flags them. Filling them in now is easier than chasing the prospect later.
- Trigger any integrations that didn’t auto-fire (rater quote, AMS sync, dec page request). Manual triggers are usually a button on the Submission.
- Archive the Submission if the lead isn’t viable. Archive preserves the data and clears the active list — see Archiving vs deleting Submissions.
Common questions
Can the prospect see what I’m typing during a Live Intake call? No. Live Intake is on your screen only.
What if I make a typo on a field the prospect already verified? Edit the field directly in Live Intake — it autosaves the correction. If the field already triggered an integration (e.g. an address that pulled property data), you may need to retrigger that integration after fixing the value.
Can I print or export a summary while the prospect is still on the line? You can export the Submission to CSV or PDF after they answer the export consent step (if their flow includes one). For an unfinished Submission, exports may be partial.
Does Live Intake count toward my plan’s monthly Submission limit? A Live Intake session creates or updates a Submission. The Submission counts toward your limit the same way a Link-driven Submission does.