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Preferences - Intake Experiences

Intake experiences are the guided processes requesters follow to submit a request. These experiences can range in complexity from simple, single-screen forms where users request basic help from an IT help desk, to complex, multi-screen workflows where users submit detailed information for a purchase request—plus much more.

In the Intake Experiences Preference and its related screens, define and configure the various intake experiences for your process, including the standard intake flows most requests follow, what information is displayed to requesters, and more.

Prerequisite: Before you configure an intake experience, you need to create the standard flow. See Standard Flows.

Add or Edit an Intake Experience

To add an intake experience, follow the steps below:

  1. In the Intake Experiences table, scroll to the bottom of the table and select the Create Row button, preference-table-create-row.png. The Create Row window displays.

  2. Configure by entering values for the relevant fields:

    Remember, you can select the insert field button, insert_field.png, to add dynamic values.

    1. Name (Required) - Enter a descriptive name for the experience.

    2. Experience Name - Enter a descriptive name for the experience—this name displays in the available options dropdown on the initial intake screen.

    3. Experience Description - Enter a description of the experience—this description displays in the available options dropdown on the initial intake screen.

    4. Parent Experience Name - If the experience exists within or as part of another experience, select the parent experience here. If you select a parent experience in this field, this experience only displays under the parent experience.

    5. Priority - Assign a numerical value to set the order in which Tonkean should use the experience. Higher values are prioritized first.

    6. Standard Flow Config Name - Select the standard flow the intake experience follows.

      If you do not select a standard flow here, the intake experience will not progress behind this point. This can be helpful for setting custom validation experiences (like preventing users from moving past a certain point without preapprovals) alongside custom messaging in the Information box content.

    7. Ask for Request Description (Required) - Select whether to ask for a description of the user’s request, or make the request description required.

    8. Ask for Estimated Amount (Required) - Select whether to ask for an estimated amount for the user’s request, or make that estimated amount required.

    9. Ask for Need By Date (Required) - Select whether to ask for a need-by date of the user’s request, or make the need-by date required.

    10. Use Custom Experience Flow Module - Select whether to use a custom module for the intake experience instead of the default module. This option allows you to create a custom module that defines all intake steps.

    11. Custom Experience Flow Module - Select the custom module to use for the intake experience. Required if Use Custom Experience Flow Module is set to Yes.

    12. Information box content - Enter custom HTML (including inline CSS styling) to provide a custom box and display information when the user selects the intake experience. For example, you can provide prerequisite information.

    13. Required Context Instructions - Enter custom guidance for Tonkean AI regarding what context is required from the user before starting a request of this type. This information can help AI agents determine when it’s appropriate to guide users to this experience.

  3. When finished, select Create. Your intake experience is added.

In this section: