Intake guide
Intake Team Best Practices Guide
MVA live transfers perform best when the intake team knows the routing number, answers quickly, captures the right facts, and reports outcomes back into the campaign.
Team rule
Prepare before calls
A strong transfer can still fail if intake misses the handoff.
How intake should handle live transfers
Before launch
- Use a dedicated transfer number when possible.
- Confirm hours, backup path, and daily caps.
- Give intake the valid and invalid transfer rules.
- Prepare notes for state, case type, treatment, and representation.
During the call
- Answer fast and identify the firm clearly.
- Confirm accident location and date.
- Ask injury and treatment questions.
- Check representation and prior rejection.
After the call
- Mark consult booked, follow-up needed, invalid, or signed.
- Note why a call was not a fit.
- Review missed calls quickly.
- Use weekly feedback to adjust filters.
Use this guide with the auto accident intake checklist and PI marketing KPI guide.