The Intake Workbench is your primary workspace for managing incoming clients. Go to Workbench → Intake to see it. Everything is sorted by urgency so you always know what needs attention first.
Priority tiers
Items in your workbench are grouped and color-coded by urgency:
Overdue (red) — Clients who should have been contacted but haven’t. You’ll see “No contact in X days.” Action: log a contact.
Snooze Expired (amber) — Clients whose snooze period ended. Time to follow up. Action: log a contact.
Needs Decision (blue) — Clients who’ve hit the maximum contact attempts without progressing. You need to decide: remove from pipeline, snooze for later, or reset the attempt counter and keep trying.
Warning (amber) — Pending financial counseling, or new inquiries approaching their SLA deadline. Action: complete financial counseling or make initial contact.
Normal (gray) — New inquiries within the SLA window that haven’t been contacted yet. Action: make initial contact.
Referral inquiries
At the top of the workbench, you’ll see up to 5 new referral inquiries from the public intake form. Each has a “Convert to Client” button that creates a full client record from the inquiry.
Working through the queue
The workbench is designed to be worked top-to-bottom. Start with overdue items, then snooze-expired, then decisions, and so on. Each item shows the client name, what action is needed, and a button to take that action.
The queue is paginated (20 per page) and searchable by client name.
Things to know
- The workbench only shows clients in pre-active pipeline stages. Once a client reaches Active, Discharged, or Removed, they leave the workbench.
- Items move between tiers automatically based on time and activity. Log a contact on an overdue client and they’ll drop to a lower priority tier.
- The count in the dashboard urgency banner corresponds to items in this workbench.