ADT – SmartHomeConcierge.ai ADT Support Workflow

Created by Lamont Gibson, Modified on Sun, 21 Jun at 3:58 PM by Lamont Gibson

Purpose

This workflow is used when a customer owns an ADT security system and needs assistance with cameras, sensors, smart locks, automation, connectivity, mobile app issues, notifications, or system performance.

SmartHomeConcierge.ai does not replace ADT Technical Support.

Instead, SmartHomeConcierge.ai serves as the homeowner's smart home concierge by reviewing issues, gathering information, identifying likely causes, and determining whether ADT support is required.

The goal is to reduce customer frustration, improve resolution times, and coordinate support across the entire smart home ecosystem.

Customer Trigger Phrases

Examples:

My ADT camera is offline
My ADT app is not working
My ADT system keeps beeping
My ADT notifications stopped
My ADT camera is not recording
My ADT smart lock is not working
My ADT doorbell camera is offline
My ADT automation stopped working
My ADT system is showing an error
My ADT devices keep disconnecting

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Category:

Smart Security

Provider:

ADT

Request Type:

Review and Coordination

Status:

New

Step 2 – In Review

Determine:

Device Involved

Examples:

Camera
Doorbell Camera
Smart Lock
Security Panel
Motion Sensor
Door Sensor
Smoke Detector

Customer Symptoms

Examples:

Offline device
No recordings
No notifications
Connectivity issue
Automation issue
Error message

Recent Changes

Examples:

Router replacement
Wi-Fi password change
New internet provider
Device replacement

Step 3 – Move to In Progress

Customer information is attached to the GHL contact.

Information passed includes:

Customer profile
Property information
ADT device information
Ticket description
SmartHomeConcierge.ai analysis request

Step 4 – SmartHomeConcierge.ai Analysis

Review all available information before contacting ADT.

Connectivity Review

Review:

Internet status
Wi-Fi status
Router status
Other smart devices

Determine:

Is the issue isolated to ADT?
Are other devices affected?

Smart Home Ecosystem Review

Review:

Alexa
ecobee
Ring
Smart locks
Smart lighting
Smart plugs

Determine:

Is another integration causing the issue?
Did a recent change impact ADT?

ADT App Review

Review:

Device status
Notifications
Camera status
Lock status
Automation status

Step 5 – Determine Resolution Path

Path A – Customer Configuration Issue

Examples:

Wi-Fi password changed
Device disconnected
Notification settings disabled
Automation disabled

Resolution:

Provide customer instructions.

No ADT escalation required.

Path B – Smart Home Integration Issue

Examples:

Alexa integration failure
Smart lock integration failure
Automation conflict

Resolution:

Review and repair smart home integrations.

No ADT escalation required.

Path C – ADT Support Required

Examples:

Hardware failure
Device provisioning issue
Account issue
Monitoring issue
System error requiring ADT intervention

Move to:

Waiting on Vendor

Step 6 – ADT Escalation Preparation

Before contacting ADT, document:

Customer:

Issue:

Affected Device:

Actions Already Completed:

Current Status:

Internet Verified:

Wi-Fi Verified:

App Status Verified:

Other Devices Tested:

This information should be provided to ADT during support interactions.

Step 7 – Vendor Coordination

If customer authorization exists:

SmartHomeConcierge.ai may assist by:

Reviewing information with ADT
Coordinating troubleshooting
Tracking vendor actions
Updating the customer

If customer authorization is not available:

Provide the customer with a detailed summary to use during their ADT support call.

Step 8 – Resolved

Work Completed:

Issue reviewed
Root cause identified
Recommendations provided
ADT coordination completed if required

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai ADT request has been reviewed. Please verify that your ADT system is operating normally and let us know if additional assistance is needed."

Step 9 – Closed

Customer confirms issue is resolved.

Status:

Closed

Knowledge Capture

Document:

ADT Device:

Issue:

Root Cause:

Resolution:

ADT Escalation Required:

Customer Outcome:

Freshdesk Bot Learning

Capture:

Common ADT issues
Connectivity failures
App-related problems
Successful troubleshooting steps

SmartHomeConcierge.ai Bot Learning

Learn:

Common ADT support scenarios
Integration-related failures
Network-related ADT issues
Vendor escalation patterns
Successful resolution workflows

Goal

The goal of this workflow is to help homeowners understand, troubleshoot, and coordinate ADT-related issues while minimizing unnecessary support calls and ensuring the entire smart home ecosystem continues working together effectively.

SmartHomeConcierge.ai supports the homeowner first, determines the likely cause second, and involves ADT only when vendor intervention is truly required.