Intake & Triage

A Intake and Triage App improves the efficiency of teams (e.g. Legal, Procurement, HR) by creating a single point where business users can request and access services via a standard process.
Based on the query type, the app can redirect users to the correct source of information (e.g. a website, template, or another Checkbox App) or collect the necessary information and direct the query to the appropriate professional.
This guide will provide a high-level overview of hot to build a Checkbox Intake and Triage workflow to suit your organisation’s needs.
The four key elements of a Intake & Triage app generally includes:
  1. Initial Triage: This is a single form listing broader lines of inquiry (e.g. Agreements, privacy enquiry, marketing review) to route the user towards the correct information.
  2. Forms for further details: Based on their initial choice, the user can then be shown more questions to further understand their inquiry or narrow down the line of inquiry.
  3. Re-direction blocks: These form blocks can be set up to re-direct users to the correct website or another app.
  4. Workflow to the relevant team: Where required, a workflow can be set up within the app to send the details of the inquiry to the relevant team or individual. The team can then respond within the app, returning a final answer to the inquirer.
  5. Each of these elements can be customised and arranged to suit your organisation’s needs.
In this guide, we'll work through an example build process for a Legal Intake & Triage app:
Step 1: Collecting Your FAQs
The first step to building a Legal Intake & Triage app is to identify the frequently asked questions, or FAQs that the legal team deal with.
To do this, identify the most common inquiries your legal team deal with. Asking your team or drawing on existing data is a great starting point for this. Common inquiries may be request for legal advice, legal document review etc. Record these inquiries in a document.
Categorise these inquiries into broad themes that users will be able to easily choose from. E.g. “Contracts” “Procurement”.
Once you have done this, you can go to the Checkbox Studio and drag in a FORM block. You can then add a question (titled “What do you need help with?) with options to match your broad categories.


Step 2: Mapping Triage Pathways
Now that we know what our broad categories and FAQs are, we need to identify how we want to deal with them within the app.
There are three main options for triaging inquiries in Checkbox:
  1. Re-direct from the App to a webpage with the correct information/next steps (e.g. matter management ticket creation link, intranet webpage)
  2. Re-direct from the App to another App (e.g. NDA generator)
  3. A workflow to the Legal team within the App. This is particularly useful for containing the entire process inside the app, and for teams that do not have their own matter management systems.
The following prompts are a good starting point for working out how to deal with inquiries:
  1. When I/my team receive this inquiry, what do we normally do?
  2. Is there a standardised place to find out the response to the inquiry?
  3. Who is the right person/team to be handling this inquiry?
  4. Is there anything I would like to change about the current way of dealing with this inquiry?


Step 3: Mapping Other Information Required
Another important consideration for this app is whether any additional information needs to be collected. For example, asking the user when they require a response by is a helpful way to triage inquiries.
Helpful prompts for determining whether additional information is required are:
  1. Do I/my team ever have to request the enquirer for more information?
  2. What information do we have to ask for?
  3. What information would be helpful for me to know about the inquiry?
Once you have answered these questions, you can start to map out the triage pathways for your app.
Step 4: Workflow to the relevant team
If you want to allow inquiries to be passed from one person to another person, or team. For example, have a legal team member go into the app the address inquiries and send a response. You can achieve this via the WORKFLOW block. You can find further information on the WORKFLOW block here.
Step 5: Publishing your App
You made it! All the hard yards are done, publishing is the easy part.
Publishing your Application enables you to assign it to a project team for deployment. This signifies that a version of your Application has been completed and is ready for users outside of the preview screens.
To publish your App:
  1. Access the App landing page by clicking "Apps" in the top navigation bar and selecting the App you want to publish. Click on “Versions and Publishing”
  2. In the list of “Active Versions”, click the Action Icon for the version you wish to publish. Click “Publish” to publish your App.
  3. When prompted to create a Project Team, select “Yes” and then “Internal Access”. Internal Project Teams requires users to sign in before starting or continuing assessments.

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