# Document Intake Agent

Canonical: https://synconai.com/ai-agents/document-intake-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Talks to customers

The Document Intake Agent lets customers upload a receipt, screenshot or PDF in chat. The agent reads the file, confirms the extracted details with the customer, attaches the file to the Case and fills the key fields.

Outcome: Staff no longer download email attachments and retype receipt details.

- Works with: Customers making warranty claims. Warranty team staff who review the cases.
- Where: Enhanced Chat v1 or v2 on the website and in Lightning Experience, with file upload
- Runs on: Service Cloud, Enhanced Chat, Agentforce
- Best fit: Retail and consumer goods warranty claims

A typical fit: A home appliance brand receiving proof of purchase.

## How it works

- **Collect claim details.** Capture product, issue and customer identity before asking for a file.
- **Claim status questions.** Tell the verified customer where the claim is and what happens next.

## The rules it follows

- Read the extracted values back to the customer and get a Yes before saving them to the Case.
- Accept only PDF, JPG and PNG up to 10 MB. Refuse any other type and explain why.
- Do not read or store identity documents, bank statements or card images. Ask for a receipt instead and do not save the file.
- Never approve or reject the warranty claim. The agent only collects and prepares it.
- Show only claims linked to the verified customer.
- Extraction below 70 percent confidence stays Awaiting Review with a note.

## What we need from you

- Service Cloud, Enhanced Chat with file input, and a prompt template model that can read images or PDFs.
- Real receipt samples and their warranty rules.

## Not included

- Approving or paying claims.
- Reading identity documents, bank statements or medical documents.
- Email attachment intake (chat only in this build).
- Fraud scoring.
- More than one file per message.

## FAQ

### What does the Document Intake Agent do?

The Document Intake Agent lets customers upload a receipt, screenshot or PDF in chat. The agent reads the file, confirms the extracted details with the customer, attaches the file to the Case and fills the key fields. Staff no longer download email attachments and retype receipt details.

### Which Salesforce products does it run on?

Service Cloud, Enhanced Chat, Agentforce. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Enhanced Chat v1 or v2 on the website and in Lightning Experience, with file upload.

### What does it not do?

Approving or paying claims; Reading identity documents, bank statements or medical documents; Email attachment intake (chat only in this build); Fraud scoring; More than one file per message.

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us