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
Add-on required: AI:den+
User role required: Office staff and above
The Boiler Service Pro Agent eliminates the manual admin involved in chasing boiler service bookings. Before the agent can make calls on your behalf, it needs to be configured across four steps: basic details, conversation logic, trigger scheduling, and outcome notifications.
Note: Before you start, you'll need a service reminder named Boiler service set up in Commusoft. This agent is built specifically for boiler services. It uses that reminder to identify which customers to call, so it won't run without it.
Learn more about setting up service reminders.
Complete the setup wizard
To start setting up your agent:
âĄď¸ Click AI:den+ in the navbar â Click Try this agent under Smart Boiler Service Pro.
You will be taken to a configuration wizard with four steps.
Step 1: Basic details
This step defines the agent's identity â the name it introduces itself with on calls.
In the Agent name field, enter the name your agent will use when speaking to customers (e.g., "James"). This is used in every call greeting and call-back introduction, so choose a name that feels natural for your brand.
Use the Disclose as AI agent checkbox to choose whether the agent tells customers it is an automated assistant at the start of each call.
Click Continue.
Step 2: Conversation
This step tells the agent which customers to call and what equipment it is calling about. It also controls the pitch logic the agent uses during the conversation.
Use the Service reminder dropdown to select your Boiler service reminder.
This agent is designed to work with boiler services, so this must be your boiler service reminder. It ensures the agent only contacts customers whose boiler service is currently due or overdue.
Click into the Asset group/types field and select the relevant equipment.
From the Select the fuel type asset field dropdown, choose the relevant field. Then, use the Select the 'Gas' fuel type dropdown to specify the corresponding fuel type to ensure the agent only calls about those specific boilers.
Under Select assets where asset field, choose a field to act as a redundancy filter (e.g., to prevent the agent from calling about old equipment), then select the corresponding Value.
Use the Select warranty end date asset field dropdown to specify where the warranty end date is stored. The agent uses this field to automatically switch between two value pitches (warranty protection or energy efficiency) during a call.
Click Continue.
Note: Only one service reminder can be set for agent use.
Step 3: Trigger
This step controls when the agent makes calls, which days and times are permitted, and how it handles missed calls. These triggers only apply to private customers with a single property.
From the When to trigger the AI:den+ agent? menu, choose your trigger rule (e.g., Days after the initial reminder was sent or Days before the service is due).
Enter the Number of days in the field below.
A value of 10 is recommended for post-email triggers.
Check the Weekends box (Don't call on weekends/public holidays, take the next working date) if you do not want the agent to call on non-working days. If a trigger falls on a skipped day, the agent moves the call to the next working day.
Enter the permitted Time of day to call (e.g., 09:00).
Under Which service windows would you like to offer for the automated call?, check the boxes for the time slots you want to offer customers: Night (12:00 AMâ08:30 AM), Morning Appointment (08:30 AMâ12:00 PM), Afternoon Appointment (12:00 PMâ05:00 PM), and Evening (05:00 PMâ12:00 AM).
Under the Retries section, set the Minimum time delay between attempts (mins) â this is the minimum gap before the agent tries an unanswered customer again. A value of 60 is recommended.
Click Continue.
Note: Public holidays and service windows are both configured in your settings.
To control which dates the agent treats as public holidays, see Setting up public holiday templates.
To change the time slots offered to customers, see Configuring service windows.
Step 4: Notifications
This step controls how your team is alerted when specific call outcomes occur. It is split into email alerts and in-app notifications, configured separately.
Under the Email notification section, select Yes, please notify me if you want to receive email alerts.
If enabled, click into the Receive notification when field and select the call outcomes that should trigger an alert (e.g., Successful, Not Connected, Not Interested / Failed, or Call Back Request).
Choose Who should get email notified? by selecting Users, Roles, or Everyone.
Select an Email template from the dropdown menu, or click Add new template to create one.
Under the Notification section (for in-app alerts), select Yes, please notify me if you want real-time alerts sent to the user dashboard. As with the email section, choose which outcomes trigger an alert under Receive notification when, then set Who should get notified? (Users, Roles, or Everyone).
Once your settings are configured, click Activate to complete the setup and enable the agent.
What's next?
Some outcomes automatically create a Scheduled Activity in the Communications tab for manual staff follow-up regardless of your notification settings. This includes human callbacks, declined services, and customers moving property.
Read more: