Reordering steps and elements in a Live Intake template
You can reorder categories, steps within a category, and sections within a step. Reordering applies to new Live Intake sessions; past Submissions keep the order their data was captured under.
In short: Use the Reorder Categories and Reorder Steps controls in the template editor to change order. Drag elements where you want them and save. Past Submissions are unaffected.
What’s reorderable
| Element | Reorderable? | Notes |
|---|---|---|
| Categories | Yes | The “Insured” category can’t be removed but can be reordered |
| Steps within a category | Yes | Drag-and-drop within their parent category |
| Sections within a step | Yes | Both question sections and Instruction blocks |
| Questions within a section | Yes | Drag a question up or down inside a section |
| The SALT Default template | No | Locked structure — see Using the default template |
Reorder categories
Categories define the high-level structure of the template (Insured, Auto, Property, Coverage, etc.).
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Open the template you want to edit.
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Click Reorder Categories.
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Drag categories into the order you want them to appear during a call.
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Save. The new order applies to any Live Intake session started after this point.
The “Insured” category will always be present, but its position is up to you. Most agencies keep it first since it captures the prospect’s identity.
Reorder steps within a category
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Inside the template editor, click into the category whose steps you want to reorder.
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Click Reorder Steps.
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Drag steps into the order that matches your call flow.
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Save.
Steps can only be reordered within their own category — you can’t move a step from “Auto” into “Property,” for example. Move it by deleting the original step and re-creating it in the target category.
Reorder sections inside a step
Open a step in edit mode. The sections inside it (question sections and Instruction blocks) can be dragged into a new order without a separate “reorder” mode. Save the step when you’re done.
Reorder questions inside a section
Drag a question within a section to change its position. The agent will see questions in this order during the call.
What about my agents currently in a session?
Agents already mid-call when you save a reorder don’t see the new structure. They finish the session in the order they started with. Their next session uses the new order.
Past Submissions are anchored to whatever structure they captured data under — historic data isn’t reshuffled.
Common questions
Can I move a step from one category to another? Not directly via reordering. Delete the step from its current category and re-add it in the target category.
Why is the Insured category always at the top of my edit screen, but I want it later in my flow? The edit screen displays categories in a fixed order in the editor, but Live Intake sessions follow whatever order you set in Reorder Categories. Verify by starting a real session.
Reordering doesn’t seem to be saving — what gives? Click out of the reorder mode (or the explicit save action if there is one) before navigating away. If your changes don’t persist, try a hard browser refresh and check whether your role still has permission to manage templates.