PR-4001 · Live
IntakeGuide - Pools
IntakeGuide - Pools is a Chrome-extension capture workflow that walks the pools-industry CSR through symptom, equipment, and access intake during inbound problem calls and writes the completed ticket back to the FSM, billed per Call processed.
The promise
When an inbound pools problem call lands, the CSR follows a guided five-step capture flow against the customer's pre-loaded equipment history and finishes the call with the ticket already written to the FSM. The free-text notes typing and the downstream callbacks for gate codes, equipment specs, and the safety question are no longer part of her workflow.
How it works
The path from input to value.
- 01
Extension activates on the inbound call against the FSM customer record
When the CSR opens an FSM customer record during an inbound call, or when the FSM's call-pop fires on a matched caller-ID (operator-configurable), the IntakeGuide Chrome extension reads the page, recognizes that an inbound call is in progress, and renders a glanceable header with the customer's prior pool and equipment history: equipment-on-pad inventory with make, model, age, and serial per component, prior access notes, recent visit summary, open invoices, and membership status. This is the pre-capture surface that loads context for the CSR before the first question.
- 02
CSR classifies the call
The header shows three intent buttons: Problem call (pools), Routine booking, Other. On Routine booking and Other the guide stays closed, no Call is counted, and the CSR works in the FSM as she does today. On Problem call (pools) the guide opens and the inbound call is counted as one Call processed. The structured capture flow begins. (Transfers don't double-count, and the CSR has a 10-second grace window to undo a misclassification.)
- 03
Guided capture runs
The flow walks the CSR through five sub-steps in fixed order, with prior-history values pre-filled where the FSM has them. (a) Symptom-in-homeowner-words: one short free-text field captured as the homeowner's quote. (b) Likely-component routing: the CSR picks pump, heater, filter, salt cell, automation, structural, or not-yet-identified, and a deterministic symptom-to-component decision tree surfaces a pre-selected best guess off the homeowner's quote and the prior equipment inventory. (c) Component-specific question set: make, model, age, and serial keyed off the chosen component, pre-filled and editable. (d) Access details: gate code, lockbox, dog, pad location, and side-yard path, pre-filled and confirmed for change. (e) Pool-safe-to-use disposition: safe, not-safe, or unsure-please-have-tech-advise, with on-screen customer-facing guidance when the CSR picks not-safe. Required-vs-optional field defaults are configurable within the fixed schema; the sequence and the component branches are fixed.
- 04
Ticket writes to the FSM at call close
On Save & close (call completed normally) or Save partial (homeowner hung up mid-flow), the extension writes the captured fields directly to the FSM work order. Equipment fields update the customer's persistent pool record (so the equipment inventory carries forward to the next call); access details update the property record the same persistent way; the symptom and likely-component framing populates the work-order summary and tags; the homeowner-quote field populates a clearly-labeled Reported by customer field on the ticket; and the pool-safe-to-use disposition writes to a tagged FSM field that the dispatcher's routing reads. When the FSM is unreachable, the captured fields buffer locally and write to the FSM when it's reachable again.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not run on routine-booking calls. Focused on maintenance issues and diagnosis only.
- ×Does not own dispatcher job-assignment or routing logic.
- ×Does not replace the CSR. The CSR makes every classification, confirm, override, and disposition; this Product handles the structured-capture paperwork during the call so she can spend her talk time on the homeowner.