SmartHomeConcierge.ai – Scheduled Workflow

Purpose

The Scheduled stage is used when work has been approved and a future action, appointment, installation, configuration session, vendor visit, customer task, or follow-up has been scheduled.

This status indicates that the request is active and moving forward, but work cannot continue until the scheduled date or event occurs.

When to Move a Ticket to Scheduled

Move a ticket to Scheduled when:

• A customer appointment has been scheduled.
• A configuration session has been scheduled.
• A contractor visit has been scheduled.
• A vendor appointment has been scheduled.
• A product delivery is pending.
• A customer has selected a future implementation date.
• A follow-up has been scheduled.
• A project milestone has been scheduled.

Common Examples

Smart Thermostat Installation

Customer Request:

"I want a smart thermostat installed."

Work Completed:

• Device recommendation completed.
• Customer purchased thermostat.
• Installation scheduled with contractor.

Status:

Scheduled

Waiting For:

Installation date.

Smart Pet Door Project

Customer Request:

"I want an automatic doggy door for Luna."

Work Completed:

• Product recommendation completed.
• Customer approved recommendation.
• Contractor scheduled installation.

Status:

Scheduled

Waiting For:

Installation completion.

Camera Configuration Session

Customer Request:

"Help me set up my Ring cameras."

Work Completed:

• Devices purchased.
• Customer requested assistance.
• Configuration session scheduled.

Status:

Scheduled

Waiting For:

Scheduled support session.

Vendor Appointment

Customer Request:

"My internet service needs repair."

Work Completed:

• Troubleshooting completed.
• Vendor dispatch scheduled.

Status:

Scheduled

Waiting For:

Vendor appointment.

Information Required Before Scheduling

Before moving a ticket to Scheduled, document:

• Scheduled activity
• Scheduled date
• Scheduled time
• Responsible party
• Expected outcome

Examples:

• Customer appointment
• Vendor appointment
• Contractor appointment
• Product delivery
• Configuration session
• Follow-up call

Customer Communication

Confirm:

• What has been scheduled
• Date and time
• What the customer should expect
• Any actions required before the appointment

Examples:

• Have devices available
• Complete installation before support session
• Verify internet access
• Install application before appointment

Internal Documentation

Before changing status, document:

Date:

Work Completed:

Scheduled Activity:

Scheduled Date:

Scheduled Time:

Responsible Party:

Expected Outcome:

Next Action:

Scheduled Event Occurs

After the scheduled event:

Review the outcome.

Determine next status:

In Progress

Additional work required.

Waiting on Customer

Customer information or action required.

Waiting on Vendor

Vendor follow-up required.

Completed

Request successfully completed.

Project/SOW Created

Additional project work identified.

Missed or Delayed Appointments

If a scheduled event does not occur:

Document:

• Reason for delay
• Updated schedule
• Responsible party

Update the customer as needed.

Keep the ticket in Scheduled if a new date has already been confirmed.

Move to the appropriate status if additional action is required.

Contractor Reminder

SmartHomeConcierge.ai does not perform physical installations.

Customers may:

• Complete installation themselves
• Hire a contractor of their choice

Scheduled status may be used while waiting for installation work to be completed.

After installation, SmartHomeConcierge.ai may assist with:

• App setup
• Device configuration
• Notifications
• Automations
• Integrations
• Ongoing support

Goal

The goal of the Scheduled stage is to track approved work that has been assigned a future date or event while maintaining visibility, accountability, and communication until the scheduled activity has been completed.