Customizable Agent-Facing Form (Phone Intake Mode)

We’ve heard growing interest in the ability to customize the agent-facing form, especially for phone intake workflows. While this concept is still in the discovery phase, one possible solution may be introducing an “Agent Mode” to the existing consumer form.

The goal is to give agents more control and flexibility when gathering information over the phone. Key needs include:

• Ability to edit or delete questions

• Ability to reorder the flow to match each agent’s preferred conversation structure

• Support for multiple customizable forms to reflect different producer styles within an agency

• Ability to add internal-only questions (not sent to the rater or pre-filled from public data)

• Option to add notes or internal annotations

We’re still exploring what this could look like and welcome continued feedback as we dig deeper into the details.