How do I let the AI finish a job when the customer gives what it needs?

Some jobs are finished the moment the customer tells you something: their address, the number of rooms, the day they want the work done. Instead of waiting for a person to read the chat and tick the job off, the AI can finish it as soon as the customer has given everything you asked for.

What it does

While the AI is chatting with a customer, it looks at that customer's open jobs that are set up this way. When the customer has clearly given all of what the job needs, the AI marks the job done and the journey moves on. It never finishes a job on a maybe, a promise or part of the answer. It asks for what is missing instead.

Set it up on a job

1. Open TMS, then Setup, then the Journey tab, and click "Edit journey".
2. Open the job. Under "Who does this job", pick AI drafts, person checks or AI does it.
3. Under "What the AI does", pick Finish the job when the customer has given what it needs.
4. In the Done when box, write what the customer must give. You cannot publish the journey while it is empty.
5. Publish the journey.

A good "Done when" is a short list the customer can answer in a message: "their address, the number of rooms and the day they want the work done". A weak one is "when they are ready": the AI cannot tell what that means, so it will rarely finish the job.

The job has to be an ordinary job. It cannot also ask the customer for documents, a payment or a signature, and the editor tells you so if you try.

What your customer sees

Nothing extra. They answer in the chat or text as they normally would, and the AI carries on the conversation. It does not tell them a job was ticked off unless that is a natural thing to say.

Who approves it

• AI drafts, person checks: a person approves each one before the job is marked done.
• AI does it: a person approves each one until you let the AI finish these on its own. See When does the AI send a message without asking me first?.

What is written on the record

The job is closed with a note saying it was finished by the AI from the conversation, what the customer gave, and their own words. If a team member approved it first, the note says so. The conversation gets a private note too, so your team can see what the AI did.

When it never acts

• It has not confirmed who it is talking to.
• The conversation is an email or a phone call. It works in a text, a WhatsApp chat or a web chat.
• The job is done by a person, not the AI.
• The job asks for documents, a payment or a signature.
• The job is set to finish when the customer books. A booking finishes it, a chat never does, and the editor tells you so if you pick both.
• The inbox is on Suggestive, where the AI only writes replies for your team.

You can always finish the job yourself with the Done button. Until the customer gives what it needs, the job shows as waiting for the customer and the AI does not draft anything for it.

Plans

This is part of Pro and up.