Keep the intake process aligned with your practice.
Agree how the service will be reviewed, supported and changed as your requirements develop.
Give changes a clear owner.
Decide who can request and approve changes to questions, screening criteria, approved answers and handover rules. Review the effect across the conversation and connected systems.
Test before releasing a change.
Use representative matters to check the updated flow. Agree how a change is approved, how your team is notified and what happens if it needs to be reversed.
Set support expectations.
Your service agreement defines the support channel, operating arrangements, response expectations and process for urgent issues. The intake workflow includes the agreed fallback when an action or system is unavailable.
Review what needs attention.
Use conversation and outcome reviews to identify missing information, unclear questions and handovers that need improvement. Prioritize the changes with your team.