# The Intake agent

> The AI agent that answers tenants on phone, WhatsApp, your website and email. Here you decide how it sounds, what it handles and which numbers and inboxes it answers, then test it live before anyone else does.

**Find it in:** Agent Configuration › Intake

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/intake/*

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## How the Intake page is laid out

Open **Intake** under **Agent Configuration** in the menu. The page is called **Intake Configurations** and has five tabs:

| Tab | What you set there |
| --- | --- |
| **General** | The agent's name, language, voice, greeting, tone, scope of work, example answers and how it ends conversations |
| **Calls** | Which phone numbers the agent answers |
| **Whatsapp** | Which WhatsApp numbers the agent replies on |
| **Web Widget** | The chat and call widget for your website, and its embed code |
| **Email** | Which inboxes the agent reads and replies to |

On the right of every tab is the **Playground**, where you can talk to your agent by phone, WhatsApp or the web widget.

![The tabs along the top, with Save And Publish on the right.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-tabs.webp)
*Fig. 1 — The tabs along the top, with `Save And Publish` on the right.*

![The Playground on the right: talk to your agent as it's set up right now.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-playground.webp)
*Fig. 2 — The **Playground** on the right: talk to your agent as it's set up right now.*

> Changes on every tab are published together with one button, `Save And Publish`. If you try to leave with unsaved changes, you'll be asked to **Save changes** or **Discard**.

## The General tab, section by section

The **General** tab is one long page. Here's each section in order, and what it controls. The how-to guides further down walk through changing them.

### Identity

![The agent's name, language and dialect.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-identity.webp)
*Fig. 3 — The agent's name, language and dialect.*

### Voice

![Choose Female or Male, then pick a voice. Press play on a card to hear it.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-voice.webp)
*Fig. 4 — Choose **Female** or **Male**, then pick a voice. Press play on a card to hear it.*

### Greeting

![How the agent opens every conversation.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-greeting.webp)
*Fig. 5 — How the agent opens every conversation.*

### Behaviour

![The agent's tone and personality.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-behaviour.webp)
*Fig. 6 — The agent's tone and personality.*

### File Analysis

![When this is on, the agent can read photos and PDFs that tenants send.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-files.webp)
*Fig. 7 — When this is on, the agent can read photos and PDFs that tenants send.*

### Scope of Work

![What the agent handles. Each scope is a type of request, such as HVAC & cooling.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-scope.webp)
*Fig. 8 — What the agent handles. Each scope is a type of request, such as **HVAC & cooling**.*

### Scenarios

![Exact answers for specific requests: what a tenant might say, and how the agent should respond.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-scenarios.webp)
*Fig. 9 — Exact answers for specific requests: what a tenant might say, and how the agent should respond.*

### Ending the conversation

![What ends a conversation, and the line the agent signs off with.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-ending.webp)
*Fig. 10 — What ends a conversation, and the line the agent signs off with.*

### Actions

![Things the agent can do in your other systems during a conversation, added with Add Action.](https://facilio.com/help/helpdesk-guide/screens/focus-intake-actions.webp)
*Fig. 11 — Things the agent can do in your other systems during a conversation, added with `Add Action`.*

## The agent's identity and voice

### How to name your agent and choose its language

1. Open **Intake** and stay on the **General** tab.
2. Under **Identity**, type the **Agent Name** tenants will hear and see on every channel.
3. Choose the **Language**, then the **Dialect**. Languages include Arabic (Egyptian, Emirati, Saudi), English (American, Australian, British, Indian, UAE), English & Arabic (UAE) and Hindi.

![Identity: the agent's name, language and dialect, with the Voice section below.](https://facilio.com/help/helpdesk-guide/screens/how-intake-identity-1-name.webp)
*Fig. 12 — **Identity**: the agent's name, language and dialect, with the **Voice** section below.*

> **Key terms** appears when the language is English (UAE) or English & Arabic (UAE). List the building, community and brand names the agent should recognise on calls, separated by commas.

### How to choose the agent's voice

1. In the **Voice** section, choose `Female` or `Male`. The voice cards update to match.
2. Press the play button on a card to hear the voice.
3. Click the card to choose it.

![Switching to Male shows the male voices. Each card has a play button and a short description.](https://facilio.com/help/helpdesk-guide/screens/how-intake-identity-2-voice-male.webp)
*Fig. 13 — Switching to **Male** shows the male voices. Each card has a play button and a short description.*

### How to set the greeting and tone

1. Under **Greeting**, pick how the agent opens a conversation, for example **Professional**, **Empathetic** or **Direct**. Hover over a chip to read the exact wording.
2. Under **Behaviour**, pick its tone: **Empathetic**, **Friendly & Casual**, **Formal & Precise** or **Calm & Reassuring**.
3. Leave **File Analysis** switched on so the agent can read the photos and PDFs tenants send.

![Greeting set to Empathetic, and Behaviour set to Calm & Reassuring.](https://facilio.com/help/helpdesk-guide/screens/how-intake-identity-3-greeting-behaviour.webp)
*Fig. 14 — **Greeting** set to **Empathetic**, and **Behaviour** set to **Calm & Reassuring**.*

## What the agent handles

### How to add to the agent's scope of work

The scope tells your agent what it should handle and where to draw the line.

1. Scroll to **Scope of Work** on the **General** tab and click `Explore Library`.

![Scope of Work lists what the agent already handles.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scope-1-section.webp)
*Fig. 15 — **Scope of Work** lists what the agent already handles.*

2. In the **Scope Library**, browse by category on the left or search. Templates already in your scope are marked **Already Added**.

![The Scope Library, with templates grouped into categories.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scope-2-library.webp)
*Fig. 16 — The **Scope Library**, with templates grouped into categories.*

3. Tick the templates you want to add. The count at the bottom shows how many you've selected.

![Two new templates selected: Lifts & Escalators and Security & Access.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scope-3-selected.webp)
*Fig. 17 — Two new templates selected: **Lifts & Escalators** and **Security & Access**.*

4. Click `Add to Scope of Work`. The new templates appear in the list.

![The two new scopes are added to the agent.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scope-4-added.webp)
*Fig. 18 — The two new scopes are added to the agent.*

> Can't find your use case? Click `Draft With AI` in the library. [Ask Atom](https://facilio.com/help/helpdesk-guide/ask-atom/) opens, ready for you to describe the work in your own words, and it drafts the scope for you.

### How to add a scenario

A scenario teaches the agent exactly how to answer a specific request.

1. Scroll to **Scenarios** and click `Add`.

![The Add Scenario dialog.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scenario-2-open.webp)
*Fig. 19 — The **Add Scenario** dialog.*

2. Under **What a user might ask**, type the request, for example *"The lift is stuck with people inside"*.
3. Under **How the agent should respond**, describe what the agent should do.

![Both fields are needed before you can add the scenario.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scenario-3-filled.webp)
*Fig. 20 — Both fields are needed before you can add the scenario.*

4. Click `Add`. The scenario joins the list. To change or remove it later, open its **⋯** menu and choose `Edit` or `Delete`.

![The new scenario is listed with the others.](https://facilio.com/help/helpdesk-guide/screens/how-intake-scenario-4-added.webp)
*Fig. 21 — The new scenario is listed with the others.*

## How conversations end

### How to set when and how the agent signs off

1. Scroll to **Conversation end condition** and tick what should end a conversation, for example **Ticket is created** or **Caller says goodbye**.

![End conditions and closing messages.](https://facilio.com/help/helpdesk-guide/screens/how-intake-closing-1-end-conditions.webp)
*Fig. 22 — End conditions and closing messages.*

2. Under **Closing message**, pick a preset, or choose `Write my own` and type the exact line the agent should say.

![Write my own opens a text box for your own sign-off (up to 255 characters).](https://facilio.com/help/helpdesk-guide/screens/how-intake-closing-2-write-my-own.webp)
*Fig. 23 — **Write my own** opens a text box for your own sign-off (up to 255 characters).*

## Let the agent use your other systems

### How to add an action

Actions let the agent look things up or do things in your other systems during a conversation. For example, it can find the caller's tenant record or raise a work order in Facilio.

1. Scroll to **Actions** at the bottom of the **General** tab and click `Add Action`.

![The Actions section, at the end of the General tab.](https://facilio.com/help/helpdesk-guide/screens/how-intake-action-1-section.webp)
*Fig. 24 — The **Actions** section, at the end of the General tab.*

2. The **Add Action** picker lists your connectors on the left and their actions on the right. Connected systems are marked **Connected**. For others, click `Contact Support`, or `Request connector` if yours isn't listed.

![Facilio is connected, and its actions are listed on the right.](https://facilio.com/help/helpdesk-guide/screens/how-intake-action-2-picker.webp)
*Fig. 25 — **Facilio** is connected, and its actions are listed on the right.*

3. Tick the actions the agent may use, then click `Proceed`.

![Two actions selected: Get Tenant By Phone Number and Create Work Order.](https://facilio.com/help/helpdesk-guide/screens/how-intake-action-3-selected.webp)
*Fig. 26 — Two actions selected: **Get Tenant By Phone Number** and **Create Work Order**.*

4. For each action, write **When to call this tool**, in plain words. Then set the **Processing message**: what the caller hears while the action runs. Choose **Say a message** or **Play a sound**. Fill in the **Parameters**, or let the agent decide.

![Telling the agent to look up the caller at the start of every call, and what to say while it does.](https://facilio.com/help/helpdesk-guide/screens/how-intake-action-5-configured.webp)
*Fig. 27 — Telling the agent to look up the caller at the start of every call, and what to say while it does.*

5. Click `Save Action`. The actions are listed under **Actions** and saved straight away.

![Both actions are added. Open one to change its instructions, or remove it from its ⋯ menu.](https://facilio.com/help/helpdesk-guide/screens/how-intake-action-6-added.webp)
*Fig. 28 — Both actions are added. Open one to change its instructions, or remove it from its **⋯** menu.*

## Publish your changes

### How to save and publish

1. Make your changes on any tab. `Save And Publish` at the top right turns active as soon as something changes.

![Here the Behaviour is changed to Formal & Precise, and Save And Publish is active.](https://facilio.com/help/helpdesk-guide/screens/how-intake-save-1-changed.webp)
*Fig. 29 — Here the **Behaviour** is changed to **Formal & Precise**, and **Save And Publish** is active.*

2. Click `Save And Publish`. All tabs are saved together, and the button greys out again until the next change.

![Published. The agent uses the new settings from its next conversation.](https://facilio.com/help/helpdesk-guide/screens/how-intake-save-2-published.webp)
*Fig. 30 — Published. The agent uses the new settings from its next conversation.*

## Channels the agent answers

### How to choose the phone numbers the agent answers

1. Open the **Calls** tab. Your numbers are listed under **Phone Numbers**, each tagged **Trial** or **Purchased**, and **SIP** if it comes from your own phone system.

![Intake › Calls: the agent answers the ticked numbers.](https://facilio.com/help/helpdesk-guide/screens/how-intake-calls-1-numbers.webp)
*Fig. 31 — **Intake › Calls**: the agent answers the ticked numbers.*

2. Click a number card to tick it. A dimmed card is already used by another agent.
3. Click `Save And Publish`.

![The Retail tenants line is now ticked as well.](https://facilio.com/help/helpdesk-guide/screens/how-intake-calls-2-ticked.webp)
*Fig. 32 — The **Retail tenants line** is now ticked as well.*

> No number yet? Click `Buy Number` on the **Need A New Number?** banner (see [Settings › Phone numbers](https://facilio.com/help/helpdesk-guide/settings/#how-to-buy-a-phone-number)).

### How to choose the WhatsApp numbers the agent replies on

1. Open the **Whatsapp** tab.
2. Click the WhatsApp number cards the agent should reply on, then click `Save And Publish`.

![Tick a WhatsApp number. The Playground on the right switches to a WhatsApp chat so you can test it.](https://facilio.com/help/helpdesk-guide/screens/how-intake-whatsapp-1-ticked.webp)
*Fig. 33 — Tick a WhatsApp number. The Playground on the right switches to a WhatsApp chat so you can test it.*

### How to choose the inboxes the agent reads

1. Open the **Email** tab.
2. Click the inbox cards the agent should handle. Use the copy icons next to **Incoming** and **Outgoing** to grab an address.
3. Click `Save And Publish`.

![The Tenant requests inbox is ticked. To add a new inbox, see Settings › Email(settings.html#how-to-add-a-support-email).](https://facilio.com/help/helpdesk-guide/screens/how-intake-email-1-ticked.webp)
*Fig. 34 — The **Tenant requests** inbox is ticked. To add a new inbox, see [Settings › Email](https://facilio.com/help/helpdesk-guide/settings/#how-to-add-a-support-email).*

## The web widget

The web widget sits on your website or tenant portal. Visitors can start a call or a chat with your agent from it.

### How to create a web widget

1. Open the **Web Widget** tab.

![Intake › Web Widget: your widgets on the left and a live preview on the right.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-1-tab.webp)
*Fig. 35 — **Intake › Web Widget**: your widgets on the left and a live preview on the right.*

2. If you see **Your widget isn't live yet**, click `Set Up` and add a signing key first (see [Web chat keys](https://facilio.com/help/helpdesk-guide/settings/#how-to-set-up-a-web-chat-key)).
3. Click `New Widget`.

![The New Widget builder, with a live preview on the right.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-2-open.webp)
*Fig. 36 — The **New Widget** builder, with a live preview on the right.*

4. Fill in the **Widget Name** and **Subtext**, and click `Upload Logo` to add your logo.

![The preview updates as you type.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-3-general.webp)
*Fig. 37 — The preview updates as you type.*

5. Choose a **Theme** colour, a **Position** (**Bottom Left** or **Bottom Right**) and a **Widget Type**: **Call**, **Chat** or **Both**.

![Here the widget is set to Chat only, at the Bottom Left.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-4-type-position.webp)
*Fig. 38 — Here the widget is set to **Chat** only, at the **Bottom Left**.*

6. Click `Save Widget`. The **Embed Code** appears.

![Click Copy Code and paste the snippet into your website.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-5-embed-code.webp)
*Fig. 39 — Click `Copy Code` and paste the snippet into your website.*

7. Click `Done`. The new widget appears on the tab. To get the code again later, click `Embed Code` on the widget card.

![The new widget is listed next to your other widgets.](https://facilio.com/help/helpdesk-guide/screens/how-intake-widget-6-added.webp)
*Fig. 40 — The new widget is listed next to your other widgets.*

## Test it in the Playground

Before tenants reach your agent, try it yourself. These are real conversations with your agent as it's set up now, not a recording. The Playground follows the tab you're on, or you can switch with the three icons above it.

### How to test a WhatsApp conversation

1. Open the **Whatsapp** tab. The Playground shows a WhatsApp chat, and the agent greets you.

![The agent greets you with its name, just as a tenant would see it.](https://facilio.com/help/helpdesk-guide/screens/how-playground-whatsapp-1-greeting.webp)
*Fig. 41 — The agent greets you with its name, just as a tenant would see it.*

2. Type a message in **Message** and press Enter. The agent replies.

![Reporting a power cut. The agent asks the right follow-up question.](https://facilio.com/help/helpdesk-guide/screens/how-playground-whatsapp-2-reply.webp)
*Fig. 42 — Reporting a power cut. The agent asks the right follow-up question.*

3. Keep chatting to see the whole flow, right up to the ticket.

![The agent raises the emergency ticket and tells the tenant who is coming.](https://facilio.com/help/helpdesk-guide/screens/how-playground-whatsapp-3-ticket.webp)
*Fig. 43 — The agent raises the emergency ticket and tells the tenant who is coming.*

### How to test a phone call

1. Open the **Calls** tab and press the green call button in the Playground. Allow your browser to use the microphone.

![The call preview, ready to start.](https://facilio.com/help/helpdesk-guide/screens/how-playground-call-1-idle.webp)
*Fig. 44 — The call preview, ready to start.*

2. Talk to the agent as a tenant would. The call shows a timer, plus **Mute**, **Keypad** (to press numbers) and the red end-call button.

![A test call in progress with your agent.](https://facilio.com/help/helpdesk-guide/screens/how-playground-call-2-greeting.webp)
*Fig. 45 — A test call in progress with your agent.*

### How to test the web widget

1. Open the **Web Widget** tab and choose `Start a Chat` (or `Start a Call`) in the preview.
2. Type in **Ask anything...** and send. The agent replies inside your widget, with your name, colours and logo.

![Chatting through the Tenant portal widget, exactly as a website visitor would.](https://facilio.com/help/helpdesk-guide/screens/how-playground-widget-2-reply.webp)
*Fig. 46 — Chatting through the **Tenant portal** widget, exactly as a website visitor would.*