An intake form asks members up to five questions in a popup before their ticket opens. Good intake means the AI can often answer immediately, and staff never have to ask "what's your order number?"
Building a form
In the category editor, add up to five fields:
- Short text for one-line answers like an order ID.
- Paragraph for descriptions.
- Select for a fixed list of options, like a platform picker.
Each field can have a description and be optional or required; text fields can also carry a placeholder.
What happens with the answers
The answers appear at the top of the ticket for everyone to see, and they show in the dashboard inbox and transcript. If AI answering is on for the category, OnyxBot reads the intake answers and responds immediately, before the member types anything else.
Tips
- Ask for what changes the answer: version, platform, error message.
- Keep it short. Three sharp questions beat five vague ones.
- Use select fields when options are known; they are faster on mobile and cleaner in transcripts.