Intake Overview

Intake is how you move each case through a process you design, step by step, from first contact onward — without losing track of where anyone is. And every case stays linked to the real person behind it.

Intake works with the following two features — Pipelines and Cases.

Pipelines and cases

• A pipeline is the process you design — the set of steps someone moves through, in order. Think of it as the path: a new contact comes in, you reach out, you collect what you need, and they become active. Your workspace decides what those steps are called.
• A case is one person's trip down that pipeline. Every case stays linked to the real person behind it, and it remembers everything that happened along the way — calls, documents, appointments, and notes.

You work with cases on the case board, where each case shows its current step and what comes next.

Your workspace may differ

Pipelines and their steps are set up by your workspace, so the step names and the order you see are the ones your team chose. The examples in these pages use neutral names like "new" and "active" — yours will match your own process.

What a pipeline looks like

Every workspace builds its own steps, but most pipelines follow the same simple shape — from first contact to finished. Here's an example, following one person named Maria:

Step	What's happening
New Inquiry	Maria just reached out. Her case starts here.
Reaching Out	You call or email to learn what she needs.
Collecting Info	You gather the forms and details her case needs.
Active	Maria is enrolled and getting help.
Wrapped Up	Everything's done — her case closes on a good note.

The whole way through, her case stays linked to her — every call, note, and document kept in one place.

What you can do in Intake

• See everyone at a glance on the case board, and filter down to just the cases that need you.
• Add a new case by picking a person and a pipeline — see Creating a case.
• Work a case using its tabs: contact history, documents, appointments, files, and a full timeline — see The case tabs.
• Move a case forward through its steps as things happen — see Moving a case.
• Send documents for signature right from the case — see E-Sign.