SmartHomeConcierge.ai – Waiting on Customer Workflow

Purpose

The Waiting on Customer stage is used when additional information is required before work can continue.

A ticket should only be moved to Waiting on Customer when SmartHomeConcierge.ai has reached a point where further progress is not possible without customer input.

This status prevents unnecessary delays, duplicate work, and incorrect recommendations.

When to Move a Ticket to Waiting on Customer

Move a ticket to Waiting on Customer when:

• Additional information is required.
• Photos or screenshots are needed.
• Device model information is missing.
• Account information is missing.
• Customer approval is required.
• Product selection is required.
• Installation status must be confirmed.
• Testing results are needed.
• Vendor instructions require customer action.

Common Examples

Missing Device Information

Customer Request:

"My camera isn't working."

Missing Information:

• Brand
• Model
• Error message

Move ticket to Waiting on Customer until information is received.

Missing Screenshots

Customer Request:

"Alexa says there is an error."

Missing Information:

• Screenshot
• Exact error message

Move ticket to Waiting on Customer until documentation is received.

Product Recommendation Approval

Customer Request:

"I want an automatic doggy door."

Recommendation completed.

Waiting For:

• Customer approval
• Product selection

Move ticket to Waiting on Customer.

Installation Confirmation

Customer Request:

"Help me set up my new smart thermostat."

Recommendation completed.

Waiting For:

• Customer to install thermostat
• Customer to confirm installation is complete

Move ticket to Waiting on Customer.

Customer Communication

When moving a ticket to Waiting on Customer:

Clearly explain:

• What information is needed
• Why it is needed
• What happens next

Avoid vague requests.

Do not ask:

"Can you provide more information?"

Instead ask:

"Please provide the model number located on the back of your Ring Doorbell."

or

"Please upload a screenshot of the error message shown in the Alexa app."

Specific requests produce faster resolutions.

Work Completed Before Waiting on Customer

Before moving a ticket to Waiting on Customer:

• Review request
• Categorize ticket
• Identify service provider
• Review available information
• Complete available research
• Generate recommendations if possible

The Waiting on Customer status should never be used to avoid reviewing a ticket.

Internal Documentation

Before changing status, document:

Date:

Information Reviewed:

Work Completed:

Information Requested:

Reason Waiting on Customer:

Next Action After Customer Responds:

Customer Response Received

When the customer responds:

Review the new information.

Determine next status:

In Progress

Enough information exists to continue.

Waiting on Vendor

Manufacturer assistance required.

Completed

Issue resolved.

Project/SOW Created

Request requires larger project planning.

Follow-Up Process

If no response is received:

• Send follow-up communication.
• Document outreach attempts.
• Maintain ticket history.

If the customer remains unresponsive after established company procedures, the ticket may be closed.

Goal

The goal of the Waiting on Customer stage is to pause work only when customer input is required while maintaining a clear record of what information is needed, what work has already been completed, and what actions will occur once the customer responds.