WorkInitiatives — Intercom Kickoff Intake Form

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Complete each section as fully as you can. If you are unsure of an answer, leave a note and we will cover it in our first check-in. You do not need to complete the form in one sitting — your answers are preserved in the browser until you submit.

When you click Submit, your email app will open with all answers pre-filled. Simply hit Send. Your Sabel contact will receive everything and confirm receipt.

Project contacts

Please provide the details of everyone involved in this project. We will use these to make sure the right people receive the right communications.

Role

Name

Notes

Project decision-maker

Day-to-day owner (Kobe)

Technical contact

Fin content approver

Access and permissions

We need access to these systems before the build can begin. Please confirm who to contact to arrange each one, or note if it is already sorted.

System

Access needed

Contact to arrange

Status

Intercom

Slack

Go High Level

Key dates and milestones

The dates below are based on the agreed delivery schedule. Please confirm they are correct or note any changes in the Notes column.

Milestone

Target date

Notes / changes

Project kickoff

Fin knowledge confirmed

Procedures 01 + 02 signed off

Procedures 03 + 04 signed off

Inbox routing live

Fin launched (CAPS trial)

Project completion

Out of scope confirmation

The following items are explicitly outside this engagement as agreed in the signed proposal: Help Centre article creation or rewriting; custom API integrations beyond the Slack webhook in Procedure 04; ongoing retainer support; team training beyond standard handover; configuration of any third-party tools other than Go High Level and Slack.

Any work outside the agreed scope will be scoped and priced as a separate add-on before work begins.

I confirm I have read and understood what is out of scope for this engagement.

Fin AI — Knowledge and Policy

Fin needs accurate knowledge and clear policy boundaries before it goes live. Please provide as much detail as you can — we will refine the rest together.

Knowledge sources *

Topics Fin should handle autonomously

Topics Fin must always hand off to a human

Sensitive topics Fin must avoid or flag

Refund threshold

Job ad credit value

Fin tone and persona

Fin content approver — name

Fin content approver — email

Any other policy boundaries

Automation Procedures

We are building four Fin procedures. Your answers here drive the procedure logic — the more detail you can give us, the less back-and-forth before sign-off.

Procedure 01

Phone and Callback Booking

Fin presents the Go High Level booking link when a customer asks to speak with someone or requests a callback.

Go High Level booking link URL *

Trigger phrases (words or phrases that should activate this procedure)

What should Fin do if the booking link is unavailable or broken?

Procedure 02

Refund Handling with Agent-in-the-Loop

Fin triages the reason, offers a job ad credit where appropriate, and pauses for agent approval before any action is taken.

Main reasons a customer might request a refund

When should Fin offer a job ad credit instead of a refund?

Which agent reviews and approves refund actions?

What happens if the agent does not respond within a set time?

Procedure 03

Company Name Change

Fin asks for the current and new name, checks whether a job ad was posted in the last 24 hours, and guides the customer through the correct outcome.

What should Fin tell the customer if a job ad was posted in the last 24 hours?

What should Fin do if no job ad was posted in the last 24 hours?

Any exceptions or edge cases we should account for

Procedure 04

Bug and Error Capture with Slack Escalation

Fin captures error details and fires a Slack notification so the right team is alerted immediately, including outside business hours.

Slack channel name *

Who to tag in Slack

Types of errors to capture *

Should Fin ask for a screenshot in all cases, or only for specific errors?

What should Fin say to the customer while the team investigates?

Inbox and Routing

We are rebuilding your inbox structure and routing so conversations land in the right place automatically. The more we understand your current setup, the faster we can build the right structure.

List all inboxes or queues you want to keep *

What types of conversations go to each inbox?

How are conversations assigned?

Business hours (days, times, timezone)

Team assignments — which agents/teams handle which inboxes?

Out-of-hours handling

Any VIP accounts or priority routing rules?

Existing tags or attributes we should carry across?

Additional notes

Anything not covered above — other tools we should know about, edge cases, team context, or questions for us.

Ready to submit? Your answers will be sent securely to the Sabel team. You will see a confirmation on this page once submitted.

Responses go directly to Sabel Customer Success Solutions — nobody else.

Form submitted — thank you