Sample Workflow Smart Lock Not Locking Automatically

Customer Request

Customer submits a request:

"My front door smart lock is no longer locking automatically when I leave the house."

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Status:

New

Category:

Smart Security

Provider:

Yale

Request Type:

Troubleshooting

Step 2 – In Review

Request is reviewed and categorized.

Customer Goal:

Restore automatic locking functionality.

Information Provided:

• Smart lock not auto-locking
• Lock still operates manually

Additional Information Needed:

• Lock brand and model
• Connected smart home platform
• Error messages

Customer provides:

• Yale Assure Lock 2
• Connected to Alexa
• No error messages

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
• Smart home platform
• Ticket details

Step 4 – Additional Data Collection

Connected applications review available information.

Examples:

• Existing automations
• Previous lock requests
• Existing smart home ecosystem

Potential Finding:

Customer recently changed Wi-Fi equipment.

Step 5 – SmartHomeConcierge.ai Bot Analysis

The Bot reviews:

• Customer request
• Lock information
• Existing automations
• Configuration Library articles

Relevant Articles Identified:

• Yale Auto-Lock Settings
• Alexa Device Connectivity
• Smart Lock Automation Troubleshooting

Step 6 – Bot Recommendations

Potential Causes:

1. Auto-lock setting disabled
2. Lock disconnected from smart home platform
3. Automation disabled
4. Wi-Fi or hub communication issue
5. Battery level affecting performance

Recommended Actions:

• Verify Auto-Lock settings
• Check lock battery level
• Verify Alexa connectivity
• Test lock manually through app
• Review automation status

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 smart lock issue. Please verify that Auto-Lock is enabled, confirm the lock battery level is healthy, and verify that the lock appears online in the Alexa app. If you recently changed internet equipment, we also recommend verifying that all lock integrations remain connected."

Step 9 – Resolution Identified

Finding:

Customer replaced internet equipment.

Smart lock integration was no longer communicating properly with Alexa.

Resolution:

• Reconnected smart lock integration
• Verified lock status
• Tested Auto-Lock feature
• Confirmed automation functionality

Automatic locking restored.

Step 10 – Resolved

Work Completed:

• Reviewed lock settings
• Verified integration status
• Restored automation connectivity
• Tested automatic locking

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai smart lock request has been completed. Please test the automatic locking feature and let us know if additional assistance is needed."

Step 11 – Closed

Customer confirms:

"My lock is working again and locking automatically."

Status:

Closed

Knowledge Captured

Issue:

Smart lock no longer auto-locking.

Root Cause:

Lost integration connection after internet equipment change.

Resolution:

• Verify Auto-Lock settings
• Verify battery status
• Reconnect smart home integration
• Test automation

Freshdesk Bot Learning:

Smart Lock Auto-Lock Troubleshooting Workflow

SmartHomeConcierge.ai Bot Learning:

When a smart lock stops auto-locking but still operates manually, verify Auto-Lock settings, battery health, smart home integrations, and recent network changes before recommending hardware replacement.

Final Outcome

Customer's automatic locking functionality is restored, home security is maintained, and replacement hardware is avoided.