Note: The Boiler service pro agent is currently in alpha testing and available to a limited number of clients. It's still in active development, so some features and settings may change.
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The Boiler service pro agent provides "zero-admin" automation for service reminder follow-ups. It acts as both a sales agent and an administrator, handling the 15 to 20 minutes of manual administrative work typically required to secure a booking.
By managing the conversation, the schedule, and the documentation, the agent ensures your business captures recurring revenue without adding workload to your office team.
How the digital-first trigger engine works
To keep running costs low, the AI agent follows a simple two-step sequence that prioritizes zero-cost digital outreach:
Step 1 - Initial email reminder: An automated email is sent to the customer a specified number of days (eg., 14 days) before their service is due.
Step 2 - Voice escalation: If the customer remains unresponsive after the initial reminder, the AI agent proactively calls them to secure the booking.
How the agent communicates with customers
The agent is situationally aware and adapts its conversation based on the customer's specific details and responses during the call.
Tailored value pitches: If a customer's boiler is in warranty, the agent focuses the pitch on protecting that warranty and avoiding out-of-pocket repair costs. If the system is out of warranty, the agent pivots to highlighting energy efficiency, lowering bills, and preventing costly breakdowns.
Handling price objections: If a customer challenges the cost of the service (for example, stating the service including VAT is too expensive), the agent automatically pivots the conversation to focus on long-term energy savings and safety.
Logging additional work: Customers often ask for minor extra tasks, such as fixing a leaking tap. The agent asks clarifying questions and logs the request in the job notes. It explicitly sets expectations by explaining that while engineers can often handle minor issues on-site, complex work requires a separate quote.
Recording safety and access details: The agent actively listens for and logs safety hazards (like a suspected gas leak), pets on the property, or specific parking and access instructions, ensuring both the office and the engineer are fully briefed.
What happens if a customer doesn't answer
The agent doesn't give up after one missed call, but it's also careful not to overwhelm the customer. It follows a two-stage fallback flow:
First missed call: the agent doesn't leave a voicemail. It simply retries the call later.
Second missed call: the agent leaves a voicemail, then immediately sends the customer a text message with a booking link so they can pick a date and time that suits them. This ends the call cycle, so the agent won't call the customer again.
The voicemail message
The voicemail lets the customer know who called and why, and points them to the text message:
"Hi [customer name], this is [agent name] calling from [company name] regarding your annual boiler service. Sorry we missed you! I've just sent a quick text message to this phone with a link so you can easily pick a date and time that suits you. Have a great day!"
The follow-up text message
The text arrives straight after the voicemail and contains the booking link:
"Hi [customer name], as per my voicemail, here is the link to book your [company name] boiler service: [booking link]"
The booking link takes the customer to your service reminder portal, where they can choose a date and time online. Learn more about setting up service reminders.
The agent fills in both messages automatically using the customer's details and your company profile.
If SMS+ isn't enabled on your account
If your account doesn't have the SMS+ module, the agent can't send the follow-up text. Instead, it leaves a voicemail on the second missed call asking the customer to call your office to book:
"Hi, this is [company name]. Your annual boiler service is due on [service due date]. Please call us back on [company phone number] to get booked in. Thanks!"
As with its live calls, the agent tailors the closing line to the boiler's warranty status. If the boiler is in warranty, it ends with "and protect your warranty." If it's out of warranty, it ends with "and keep your heating running efficiently."
Handling complex scenarios
Not every call results in a straightforward booking. The agent is programmed with strict protocols to handle sensitive situations gracefully and keep your office informed.
Human hand-offs: If a customer explicitly asks to speak to a real person, the agent explains it cannot transfer the call, politely ends the conversation, and alerts your office team to take over the interaction.
Sensitive issues: If a customer mentions severe illness, bereavement, or hardship, the agent employs an empathetic response protocol. It immediately halts the service reminder sequence, offers condolences, and hands the interaction off to your team.
Customer moved property: If the person answering confirms they no longer live at the property, the agent acknowledges the update and ends the call. The system then automatically sets the property to dormant and disables future reminders.
Inbound call-backs: If a customer misses the initial call and calls back, the agent recognizes the number, greets the customer by name, and attempts to book the service automatically.
What's next?
Now that you understand how the agent communicates and handles bookings, you can set it up for your business and learn how to monitor its daily performance.
How to configure the Boiler service pro agent: Learn how to customize the agent's voice, trigger rules, and notification settings using the setup wizard.
How to manage the Boiler service pro agent: Learn how to monitor call history, listen to recordings, and action scheduled activities directly from the dashboard.
Common questions
Does the agent identify itself as an AI?
Does the agent identify itself as an AI?
Yes. To comply with regulatory requirements, the agent will always confirm it is an automated assistant at the start of every call. This is built into the agent's default greeting and cannot be disabled.
Why didn't the agent leave a voicemail when it called?
Why didn't the agent leave a voicemail when it called?
The agent deliberately doesn't leave a voicemail on the first missed call. It retries the call later instead. If the second call is also missed, the agent leaves a voicemail and sends a text message with a booking link, then ends the call cycle.
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