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How we set up client intake automation for Viacala
Intake is the part of a business nobody designs on purpose. It grows: a form here, a WhatsApp number there, an inbox that doubles as a filing system. This is how we rebuilt ours so every route ends in the same place, and what we added to catch the people who leave halfway through.
What intake actually means
Intake is everything between a stranger deciding to get in touch and a record existing that someone is responsible for. On our own site that is four routes: a six-question check-up, a chat box, a WhatsApp button and a booking page. Four routes used to mean four places to look. Now it means one record, and the work is in making sure that stays true as routes are added.
Four doors, one record
Finish the check-up and the workflow writes you into our CRM with your answers attached, then sends a report. Chat with us and a reply comes back in the chat box, and if you leave contact details they are captured through the same route as the check-up. Tap the WhatsApp button and a placeholder deal is created straight away, so a conversation that moves to WhatsApp still begins with a record. Book a call and you become a person and a deal at a stage called Call Booked. The idea behind all four is the one we describe in the three-tool stack we recommend: one front door, record first.
For the owner, the practical difference is that you stop finding the same lead in three places, and you stop wondering whether the person who messaged on WhatsApp is the same one who booked last week.
Knowing where each person came from
The moment someone lands on the site, it records where they arrived from: search, a link on another site, a direct visit, or a campaign. It keeps both the first source and the most recent one, and attaches them to whichever door the person eventually uses. One rule matters more than it sounds: moving around inside the site never overwrites the real source. Without that rule, almost everything ends up labelled as the homepage.
The result is that when a deal moves forward you can see which channel actually brought it in, instead of guessing from memory.
The people who start and stop
This is the part most intake setups skip. If a visitor answers at least one question and leaves before reaching the form, a small separate workflow logs how far they got and tells us. A completed form tells you who is interested. An abandoned one tells you where your page loses people, which is information you cannot get any other way.
Every step leaves a trace
Each workflow writes what it did to a database, and every morning a digest arrives in our Slack with the previous day's events, the calls on the calendar, and a snapshot of the pipeline. We built it so the first thing we see each day is what happened overnight, not an empty inbox and a feeling. If something fails, the same system alerts us, in line with the failure design in how we built our own audit system.
What we would copy, and what we would skip
- Copy: one record per person. Whatever the route, the same person should resolve to the same record.
- Copy: log the abandoned. It is the cheapest honest feedback on your own page.
- Copy: a morning digest. One short message beats checking five tools.
- Skip: building every route at once. Start with the one that brings most enquiries, then add the rest.
What we are not claiming
The volumes on our own site are small, so we are not quoting a conversion rate or a time saved. This is a description of how intake is built and why, not a results report. When there are enough runs for a number to be honest, we will publish it with the work shown.
If you want the same shape for a business on the island, it is the foundation of the AI systems we install for Mallorca businesses, and it starts with an audit of where your own enquiries currently go.