Sample Workflow Smart Thermostat Schedule Not Following Program

Customer Request

Customer submits a request:

"My ecobee thermostat keeps changing temperatures at the wrong times and is not following my schedule."

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 proper thermostat scheduling.

Information Provided:

• Schedule not behaving correctly
• Temperature changes unexpectedly

Additional Information Needed:

• Thermostat model
• Comfort Settings configured
• Vacation mode enabled?
• Any active Holds?

Customer provides:

• ecobee Smart Thermostat Premium
• Custom Comfort Settings
• No Vacation scheduled

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
• Ticket details
• Existing thermostat configuration

Step 4 – Additional Data Collection

Connected applications review available information.

Examples:

• Previous thermostat tickets
• Existing automations
• Occupancy settings

Potential Finding:

Customer frequently uses manual temperature overrides.

Step 5 – SmartHomeConcierge.ai Bot Analysis

The Bot reviews:

• Customer request
• ecobee schedule information
• Existing settings
• Configuration Library articles

Relevant Articles Identified:

• Comfort Settings
• Schedule Management
• Vacation Scheduling
• Fan Settings
• Auto Heat/Cool

Step 6 – Bot Recommendations

Potential Causes:

1. Active temperature hold
2. Comfort Settings misconfigured
3. Schedule overlap
4. Vacation schedule active
5. Home/Away behavior affecting schedule

Recommended Actions:

• Check active Holds
• Review Comfort Settings
• Review Schedule
• Verify Vacation settings
• Review Home and Away preferences

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 thermostat scheduling issue. The most common causes are active temperature holds, overlapping Comfort Settings, or schedule conflicts. We recommend reviewing active Holds and verifying that your Comfort Settings and Schedule match your desired temperatures throughout the day."

Step 9 – Resolution Identified

Finding:

A permanent Hold had been accidentally created during a manual temperature adjustment.

Resolution:

• Removed active Hold
• Verified Comfort Settings
• Verified schedule transitions
• Tested schedule behavior

Schedule resumed normal operation.

Step 10 – Resolved

Work Completed:

• Reviewed thermostat schedule
• Identified active Hold
• Restored scheduled operation
• Verified Comfort Settings

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai thermostat scheduling request has been completed. Please monitor your thermostat schedule and let us know if additional assistance is needed."

Step 11 – Closed

Customer confirms:

"My thermostat is following the schedule correctly again."

Status:

Closed

Knowledge Captured

Issue:

Thermostat not following schedule.

Root Cause:

Active temperature Hold overriding the schedule.

Resolution:

• Remove active Hold
• Verify Comfort Settings
• Verify schedule transitions

Freshdesk Bot Learning:

ecobee Schedule Troubleshooting Workflow

SmartHomeConcierge.ai Bot Learning:

When customers report scheduling problems, verify active Holds, Comfort Settings, Vacation schedules, and schedule transitions before recommending thermostat replacement or advanced HVAC troubleshooting.

Final Outcome

Customer's thermostat schedule operates correctly, comfort settings function as intended, and energy-saving automation is restored.