Intake operations and replay

Open Intake to monitor website and email lead processing. Summary cards separate received, processing, stale, review-required, processed, and failed events.

Each record is explicitly marked Website form or Email intake in the event list and detail panel. The review heading repeats the source type so operators do not confuse a structured website submission with evidence extracted from a forwarded email.

Event details

Select an event to review:

• source and intent;
• received and last-updated time;
• current state and friendly reason label;
• attempt count and timeline;
• extracted review fields;
• linked CRM outcome when processing succeeded.

Keep the enquiry’s reference when reporting a problem. Share the visible status and time, but avoid including private customer content in support messages.

Replay

Replay is only for eligible failed events after the underlying technical issue has been corrected. A review-required event must be handled through Review and approve and cannot be replayed around the human decision.

1. Inspect the latest attempt and failure reason.
2. Correct the source, credential, or configuration.
3. Choose Replay once.
4. Refresh and verify a new attempt appears.
5. Confirm the event has one CRM outcome.

Use the original enquiry’s replay action rather than submitting the same enquiry again. Check its linked CRM records to avoid creating duplicate customer records.

Review and approve

For incomplete or ambiguous enquiries, an Owner or Admin corrects the fields, selects the service, and explicitly creates CRM records. The approval and field corrections are preserved in the audit trail.