Sample Workflow Smart Thermostat Offline

Customer Request

Customer submits a request:

"My ecobee thermostat shows offline in the app and I can't control it remotely."

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Status:

New

Category:

Smart Energy

Provider:

ecobee

Request Type:

Troubleshooting

Step 2 – In Review

Request is reviewed and categorized.

Customer Goal:

Restore thermostat connectivity and remote access.

Information Provided:

• ecobee thermostat offline
• App not communicating with thermostat

Additional Information Needed:

• Thermostat model
• Internet provider
• Whether thermostat screen is on

Customer provides:

• ecobee Smart Thermostat Premium
• AT&T Internet
• Thermostat screen is operational

Status Changed To:

In Progress

Step 3 – Ticket Sent to GHL

Customer information is attached to the customer record.

Information Included:

• Customer profile
• Device information
• Internet provider
• Ticket details

Step 4 – Additional Data Collection

Connected applications review available information.

Examples:

• Property information
• Existing smart devices
• Previous support history
• Network-related requests

Potential Finding:

Customer previously reported intermittent Wi-Fi issues.

Step 5 – SmartHomeConcierge.ai Bot Analysis

The Bot reviews:

• Customer request
• ecobee device information
• Existing ecosystem
• Configuration Library articles

Relevant Articles Identified:

• ecobee Wi-Fi Troubleshooting
• ecobee Initial Setup
• AT&T Wi-Fi Restart Procedures
• AT&T Smart Home Manager

Step 6 – Bot Recommendations

Potential Causes:

1. Router connectivity issue
2. Wi-Fi configuration issue
3. Thermostat disconnected from network
4. Network outage
5. Router channel or compatibility issue

Recommended Actions:

• Restart AT&T gateway
• Reboot ecobee thermostat
• Reconnect Wi-Fi
• Test mobile hotspot connection
• Verify internet connectivity

Step 7 – Concierge Review

Recommendations are reviewed.

Configuration Library instructions are verified.

Customer-specific troubleshooting steps are prepared.

Step 8 – Customer Response

SmartHomeConcierge.ai sends:

"We reviewed your ecobee connectivity issue. Please restart your AT&T gateway, reboot the ecobee thermostat, and reconnect the thermostat to Wi-Fi. If the thermostat remains offline, we recommend testing it using a mobile hotspot to determine whether the issue is related to your home network."

Step 9 – Resolution Identified

Finding:

AT&T gateway was operating normally.

Thermostat successfully connected to a mobile hotspot.

Root Cause:

Home Wi-Fi configuration issue.

Resolution:

• Reconnected thermostat to Wi-Fi
• Updated network settings
• Verified successful connection

Remote access restored.

Step 10 – Resolved

Work Completed:

• Reviewed connectivity issue
• Tested network connection
• Identified Wi-Fi configuration problem
• Restored thermostat communication

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai thermostat request has been completed. Please verify that your ecobee thermostat is visible in the app and operating normally."

Step 11 – Closed

Customer confirms:

"My thermostat is back online and working properly."

Status:

Closed

Knowledge Captured

Issue:

ecobee thermostat offline.

Root Cause:

Home Wi-Fi configuration issue.

Resolution:

• Reboot gateway
• Reboot thermostat
• Test hotspot connection
• Reconnect thermostat to Wi-Fi

Freshdesk Bot Learning:

ecobee Offline Troubleshooting Workflow

SmartHomeConcierge.ai Bot Learning:

When an ecobee thermostat is offline but the screen is operational, verify internet connectivity, reboot the thermostat, test with a mobile hotspot, and evaluate home Wi-Fi configuration before recommending device replacement.

Final Outcome

Customer regains remote access to the thermostat, app connectivity is restored, and unnecessary equipment replacement is avoided.