Lead Intake is a short, branching script your agent runs at the start of a call to qualify the caller. You configure up to four questions, define the answers your agent should listen for, and pick what should happen for each — transfer, schedule, move to the next question, or wrap up. You'll find it under Optimize → Lead Intake.
This article covers Lead Intake only. For handling existing customers (a different flow), see Setting up Customer Service and Customer Memory. For static reference answers your agent can read out, see Setting your business details, terminology, and FAQs. Both live in Configuring Your Agent.
Turning Lead Intake on
The page opens with a master toggle: Enable your voice agent to handle lead intake. When it's off, the rest of the page fades out and your agent skips intake on every call. While it's on, you need at least one intake question — the agent won't save an enabled but empty intake.
There's no per-question toggle — the master switch is the on/off control. To stop using a particular question, delete it.
Adding a question
Click Add Intake Question to add one. You can have up to 4 questions; the Add button disappears once you've reached the limit.
Each question has:
A question text field — what your agent will ask.
A list of caller responses — short phrases your agent should listen for, up to 3 custom responses per question.
An action paired with each response — what your agent should do when it hears that answer.
A default response at the bottom that catches anything else the caller says. The default is always present and can't be deleted.
The first question is automatically marked Start — that's what your agent will ask first.
Answer options and actions
For each caller response, pick an action from the dropdown. The choices include:
Continue: move to next question — move on to the next question or hand off to general handling.
End: wrap-up and indicate follow-up — wrap up the intake politely and let the caller know someone will follow up; the call then continues, with the agent asking if there's anything else it can help with.
Transfer to: [destination] — only appears if you've added transfer destinations under Transfer Calls.
Schedule: [appointment type] — only appears if you've connected a calendar and defined appointment types under Schedule Appointments.
Jump to Question [N] — branch to a different question instead of the next one in order.
The default response uses the same dropdown. For an early or middle question, a common pattern is to set the default to Continue: move to next question or to a general transfer, so callers whose answers don't match any custom response still get handled gracefully.
On the last question, you can't use Continue — there's no next question to move to. The Continue option is removed from the action dropdown on the last question, and the default response automatically becomes End: wrap-up and indicate follow-up. For your custom responses on the last question, choose End, a transfer, a schedule, or a jump back to an earlier question.
Reordering and removing questions
Use the Up and Down arrows on each question to change the order. The first question is always the one marked Start — moving another question to the top makes it the new starting question.
Click the trash icon to delete a question. If other questions reference the one you're deleting via Jump to Question, you'll get a warning so you can update those branches first.
After the call
The full conversation — including each intake question and the caller's response — is captured in the call transcript, which you can review on the Calls page. The caller's phone number is also saved as a contact, so a returning caller is recognized as an existing lead the next time they call.
For details on reviewing call data, see Reviewing call details in Calls, Dashboard & Reports.