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Every reply written the way your best person writes.

For a UK field service desk, write the rough version, or just ask for one. Centrus rewrites it from your complaints procedure, the job and the best replies you've saved, then leaves it in Outlook or Gmail to check and send. The apology names what went wrong, and the next visit has a date.

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Asked in chat, on WhatsApp or in Teams.

how it runs

Behind the reply, and after it.

The house rule the desk writes to, another rough reply put right, and what happens when Helen writes back.

01

House rule, approved

Sarah sets a rule for missed visits. It's saved as a lesson for the service desk and applies once Dan approves.

Approved before it applies

01 / 03
Book a demoSee the before and afterSee how chat works

before and after

The same complaint, two ways.

Helen Ward at Riverside Care, upset about Tuesday's missed visit, from her email to Thursday's visit.

  1. The reply

    Without Centrus: A one-line sorry, because the desk is busy

    With Centrus: Drafted from the procedure and the job, ready to check

  2. The tone

    Without Centrus: Five people, five tones, for the same complaint

    With Centrus: Your house rule in every service desk reply

  3. The next visit

    Without Centrus: No date given, and nobody copied

    With Centrus: Thursday at 09:00 named, with Sarah copied

  4. Her answer

    Without Centrus: Read by whoever opens the inbox first

    With Centrus: Noted on the job, and Sam told who will meet him

Other replies the desk rewrites

  • “Tell Halden the part is due Thursday and we'll be there 09:00 to 12:00.”
  • “Explain the call-out charge for the second no-access, with the gate photo.”
  • “Acknowledge the noise complaint at 9 Oak Road and say who will call back today.”
  • “Answer the managing agent's chase on the overdue fire door remedials.”

keep going

More in team and knowledge.

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questions

Questions about drafting replies

Not from chat. A reply drafted in chat is left in Outlook or Gmail for someone to check and send. If you want an agent to send replies, add an approval step and a named person signs each one off first.

From your complaints procedure, the replies you've trained it on and house rules saved as lessons. A lesson can apply to one person, a tag such as the service desk, or the whole organisation, and it waits for approval before it applies.

From your job system, read live when the reply is drafted: the visit that was missed, the engineer and the next booking. It works with BigChange, Joblogic and Simpro, and an invoice can come from Xero.

Yes. The same works for a reply to a disputed invoice, a variation letter or an answer to a portal query. Chat can also return the letter as a Word document or PDF when it needs to go as an attachment.

Access is set per person. Tags decide which documents and knowledge each person can use, so the complaints procedure and past replies can stay with the desk, the account managers and the directors.
Centrus AI

in the 30 minutes

  1. 01We start with how your operation actually runs, on the desk and in the field.
  2. 02We rewrite a real complaint reply from a procedure and a job like yours, ready to check and send.
  3. 03We pick out the admin that should run itself first.

Book 30 minutes. Bring a complaint.

Draft replies like this, or write something else that isn't on the list, such as a variation letter? Bring the job you want handed over, and we will show it on a setup like yours. You leave with a plan.

30 minutes / UK team / No lock-inOr see pricing