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Onboard / Activate

Conversational therapist-matching intake

Someone who has finally decided to find a therapist shouldn't lose that nerve to a long form — the agent turns matching into a gentle conversation that ends in a booked first session.

Next best thingBehavioral triggerChatIn-appWellness (B2C apps)Health & Telehealth

What it does

On a therapy marketplace, the moment a person commits to getting help is fragile. A wall of dropdowns about goals, history, and preferences asks the most for exactly the kind of effort the user has least of right now, and "what kind of therapist even fits me?" is a doubt a static form can't answer — so the browser closes the tab instead of booking. The agent runs the intake as a conversation: it elicits goals and preferences gently, answers the fit questions in the moment, and produces a clean structured match brief the matching system can act on. The same information, far less drop-off, and a browser turned into a first session.

How it works

  1. 1
    Trigger. a new user lands on the matching intake or starts and stalls in the form — a behavioral signal from the marketplace front end.
  2. 2
    Decision. the agent asks for goals, background, and therapist preferences one step at a time, recalls what has already been answered so nothing is asked twice, and when the user hesitates on fit it surfaces a plain-language explanation rather than pushing the next field.
  3. 3
    Action. in chat, it walks the user through the intake, resolves the "what kind of therapist fits me?" doubt, and assembles a structured match brief (goals, preferences, constraints) for the matching system.
  4. 4
    Follow-through. the brief is written to the matching system to surface candidate therapists and book the first session; an incomplete intake can be reopened where it was left, and clinical or crisis language hands off rather than continuing the match flow.
Example
CustomerI want to talk to someone but I don't even know what kind of therapist I need.
AgentThat's completely normal, and it's exactly what this is for. Let's start simple: what's been on your mind most lately — stress and burnout, a relationship, low mood, something else?
CustomerMostly anxiety at work. I think I'd prefer a woman, and evenings work best for me.
AgentGot it — anxiety and work stress, a preference for a female therapist, evening availability. Many people with that focus do well with someone trained in CBT. I'll put that together and show you a few matched therapists with evening slots so you can book a first session.

Configuration

How the agent is wired for this use case.

Triggeran intake-started or intake-stalled behavioral event from the marketplace front end.
Tools & actions
  • Messaging channel · conducts the intake conversationally in chat and answers fit questions in the same thread.
  • Knowledge base · retrieves plain-language guidance on therapy types and what fits which goals to resolve the "which therapist?" doubt.
  • Memory store · holds answers already given within the intake so questions are never repeated and a stall can be resumed.
  • Scheduling system · surfaces matched therapists and their availability and books the first session.
  • CRM · writes the structured match brief (goals, preferences, constraints) back for the matching system and the assigned therapist.
Autonomythe agent runs the intake and assembles the match brief unattended; the actual match and booking follow the marketplace's matching rules, and the agent makes no clinical assessment of the user — it elicits preferences, it does not diagnose.
Channelschat · in-app
Escalationany crisis or acute mental-health language halts the intake and hands off to the marketplace's human crisis path and helpline resources, with loop closure rather than a silent drop.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

intake-started and intake-stalled events from the marketplace front end.

Data

the intake field set (goals, background, preferences), the therapist-attribute taxonomy the match runs on, in-session answer memory, consent for sensitive mental-health data.

Guardrails

the agent elicits preferences only and makes no clinical diagnosis; sensitive-data consent and handling; a crisis-language detector that halts and routes to a human and helpline; judge review of generated guidance.

Metrics it moves

  • intake-completionup, a conversation that answers doubts mid-flow finishes where a long static form is abandoned.
  • conversion-rateup, a resolved fit question and a ready match brief turn a browser into a booked first session.
  • time-to-valuedown, the user reaches a matched therapist and a booking in one sitting instead of stalling between steps.
  • npsup, a gentle, guided first experience sets the tone for the whole therapeutic relationship.

Related use cases

Onboard / Activate

Conversational intake and eligibility check

the clinical-eligibility intake this matching intake is distinct from

Onboard / Activate

Onboarding-quiz to personalized-plan activation

the goal-quiz sibling for self-serve wellness apps

Convert

Intake-quiz abandonment recovery

the recovery motion when the intake is abandoned outright

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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