team
When a complaint reaches your field service desk inbox out of hours, an agent you describe in Agent Builder drafts the reply from your complaints procedure, sends the customer a holding reply and alerts the manager. The draft sits in Outlook or Gmail for them to check in the morning.
OutlookService desk inboxYour engineer left the second-floor riser cupboard unlocked after today's EICR, and there's dust on the carpet outside it. Not good enough.
Paul Grant, building manager
Outlookhow it runs
Describe the agent once in Agent Builder, test it on Paul Grant's email from Thu 08/10, then see what Matt does with the draft.
01
Name the desk inbox, your out-of-hours times and who to alert. Agent Builder plans an agent that reads the inbox and your complaints procedure.
Out of hours, in your words
02
A test run on Paul's email reads the complaint, leaves the reply in drafts, sends the holding reply and tells Matt on WhatsApp.
Tested on a real complaint
03
At 07:50 Matt asks in chat to send the draft with Priya's visit added. Paul has the full reply before 08:00.
Sent before the office opens
Describe the automation you need. I will add nodes and wire the canvas.
Describe the workflow you want to build…
01
Describe it
Name the desk inbox, your out-of-hours times and who to alert. Agent Builder plans an agent that reads the inbox and your complaints procedure.
Out of hours, in your words
Describe the automation you need. I will add nodes and wire the canvas.
Describe the workflow you want to build…
before and after
Paul Grant's email at 22:10 on Thu 08/10, about the riser cupboard left unlocked after the EICR.
When it lands
Without Centrus: Unread in the desk inbox until 08:00
With Centrus: Read at 22:10, as it arrives
The customer
Without Centrus: Hears nothing overnight and emails again
With Centrus: A holding reply that night, with a call by 09:00
The reply
Without Centrus: Written in a rush by whoever is in first
With Centrus: Drafted from your procedure, waiting for Matt
The manager
Without Centrus: Finds out when Paul rings at 08:05
With Centrus: Alerted that night, and the reply sent at 07:51
keep going
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