SmartHomeConcierge.ai – In Review Workflow

Created by Lamont Gibson, Modified on Sun, 21 Jun at 1:22 PM by Lamont Gibson

Purpose

The In Review stage is the initial evaluation phase of every customer request.

The purpose of this stage is to understand the customer's request, organize the ticket, identify the correct category, and determine whether enough information exists to proceed.

No research, recommendations, configuration work, app analysis, or AI analysis is performed during this stage.

When a Ticket Enters In Review

A ticket enters In Review immediately after:

Customer submits a request
Freshdesk creates a ticket
Ticket is assigned for review

Step 1 – Read the Customer Request

Review:

Ticket Subject
Ticket Description
Customer Comments
Attachments
Screenshots
Photos

Determine:

What is the customer asking for?
Is the request clear?
Is additional information required?

Step 2 – Identify Request Type

Select the appropriate Request Type.

Examples:

Question

Customer wants information.

Examples:

How do I reset my Ring password?
How do I connect Alexa to Ring?

Recommendation

Customer wants advice.

Examples:

Best smart thermostat?
Best automatic dog door?

Configuration

Customer wants setup assistance.

Examples:

Configure Ring notifications
Create Alexa routine
Set up ecobee schedule

Troubleshooting

Something is not working.

Examples:

Device offline
Camera not recording
Alexa not responding

Project Request

Large or multi-device request.

Examples:

Whole-home automation
Security system planning

Step 3 – Identify Category

Assign the correct Ticket Category.

Examples:

Smart Security
Smart Energy
Home Automation
Smart Living
Smart Pets
Cameras
Wi-Fi & Networking

Step 4 – Identify Service Provider

Determine the provider involved.

Examples:

Ring
Alexa
ecobee
AT&T
Google Home
SmartThings
MyQ
Eufy

If unknown, note as:

Service Provider: Unknown

Step 5 – Verify Information

Determine if enough information exists to continue.

Examples:

Enough Information

Customer:
"My Ring Doorbell is offline."

Proceed.

Not Enough Information

Customer:
"My camera doesn't work."

Need:

Brand
Model
Symptoms

Move to Waiting on Customer if required.

Step 6 – Create Review Summary

Document findings.

Required fields:

Review Date

Request Type

Step 7 – Determine Next Status

After review:

In Progress

Request is clear and ready for work.

Waiting on Customer

Additional information is required.

Waiting on Vendor

Manufacturer assistance required.

Completed

Question answered immediately.

Project/SOW Created

Requires larger project planning.

Goal

The goal of In Review is to classify, organize, and validate the customer request before any research, recommendations, AI analysis, configuration work, troubleshooting, or concierge actions begin.