WhatsOS WhatsOS Your AI Business Messaging Platform

General Business · Support

Service Request Assistant

Collect a service problem and location so a coordinator can arrange the next step.

For general business teams handling support conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Collect a service problem and location so a coordinator can arrange the next step.
  • Clarify service type before the team follows up.
  • Organise service area, preferred visit window into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about service request assistant.
Which service do you need?
I’m enquiring about service type. Could your team help me understand the options and process?
Where is the service required? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    Which service do you need?

  3. 03

    Captured details

    Service type · Service area · Preferred visit window

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Service type
  • Service area
  • Preferred visit window

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Business hours and holiday closures
  • Team responsibilities and contact routes
  • Approved services, locations and FAQs
  • Approved answers to “Which service do you need?” and “Where is the service required?”
  • A named team responsible for service request assistant enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Dispatch and technician scheduling need a service management connection.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

A safety concern, unusual job or unavailable service area.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and a safety concern, unusual job or unavailable service area.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about service request assistant

What does the team need from the first conversation?

Start with service type and service area. Collect the other suggested details only if they help the next action. Where is the service required?

Can it complete this request automatically?

Dispatch and technician scheduling need a service management connection. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

A safety concern, unusual job or unavailable service area. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your general business process. Which service do you need? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

Related workflows