Intake Flow and Engagement Interaction for Crisis Support Center Management

When a crisis center counselor accepts a call using Open CTI Softphone integrated with the Crisis Support Center Management app, the intake flow automatically opens in the Engagement Interaction tab. The counselor can capture client details and associate the client with an existing account or create a new one. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.

Required Editions

Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud

Note If you don’t use Open CTI Softphone, counselors can create an Engagement Interaction record to trigger the intake flow.

• Get to Know the Omnistudio Components Related to Intake Flow
  The intake flow in Crisis Support Center Management is built using Omnistudio components that combine to provide a smooth and swift client intake process.