How it works
A clear path from first enquiry to human follow-up
The planned experience handles repeatable intake moments while keeping sensitive guidance, care decisions and relationship-building with community staff.
- 01
Capture
Receive an enquiry from chat, form, text, phone or a configured marketing source.
- 02
Clarify
Ask for relationship, broad care type, location, timing and preferred next step—never a diagnosis.
- 03
Prioritise
Use practical signals such as move-in timing and stated intent to organise staff attention.
- 04
Route
Prepare the record for the appropriate community, advisor, callback or verified tour workflow.
- 05
Follow up
Coordinate approved, consent-aware messages while the team can edit, pause or take over.
- 06
Handover
Make the current human owner and next action visible, with automation paused when needed.
Human escalation
Know when the conversation belongs with a person
Visitors can request an advisor at any stage. Sensitive care questions, eligibility, personal guidance, complaints and unusual circumstances should be routed to qualified community staff.
The intake experience is not an emergency service. It should clearly direct immediate safety or medical emergencies to local emergency services.