# Repair Booking Agent Canonical: https://synconai.com/ai-agents/repair-booking-agent Type: Field Service AI Agent for Salesforce · Category: Field service and operations · Status: Live demo · Talks to customers **It knows a dripping tap from a gas leak.** The Repair Booking Agent answers every repair request on your website, at any hour. It books real Field Service visits for the jobs that can wait, and puts the ones that can't in front of Dispatch straight away. ## Film Repair Booking Agent demo (3:53): https://synconai.com/assets/agents/repair-booking-agent/film.mp4 - 0:00 Three messages at 9 PM, one inbox - 0:25 The Agentforce agent and its three rules - 0:46 A leaking hot water system, booked with a technician - 1:43 A price question from outside the service area - 2:05 A gas smell goes straight to Dispatch - 2:34 The same customer comes back, one record - 2:56 What Dispatch finds in Salesforce - 3:05 Why you can trust it: approved actions and replay testing - 3:24 What your business gets ## The problem Tonight, three messages land in the same inbox. A leak that can wait until morning. A price question from someone you can't reach. And a gas smell. At most service businesses they sit together until someone opens the inbox, then get answered in the order they arrived. ## The real run Recorded live on a demonstration company's website and a real Salesforce org. The replies below are the agent's own words from that run, unedited. ### 9:28 PM · The leak - **Sarah:** My hot water system is leaking, can someone come tomorrow? - **Agent:** Before we go further, is there any gas smell, sparking, burning smell, or water actively flooding right now? - **Sarah:** No, none of those. A steady drip under the tank. - **Agent:** What is the full street address where the hot water system is leaking, including suburb and postcode? - **Sarah:** 18 Macquarie Street, Parramatta NSW 2150 _(A few messages later, after her name and number)_ - **Agent:** Your job is logged as 00000101. Here are the earliest windows. Choose a day and time in the calendar beside this chat, or tap one below. - **Sarah:** I would like option 1: Thu 5 Nov, 8:00 AM to 12:00 PM - **Agent:** Booked for Thu 5 Nov, 8:00 AM to 9:30 AM. Is there anything else I can help you with today? In Salesforce: : 00000101 · : Sarah Collins · : Thu 5 Nov, 8:00 to 9:30 AM · : Scheduled Why it matters: "Booked" is said only after Field Service has scheduled the visit and assigned a technician. The windows on offer came from the real schedule, not from the AI. ### 9:30 PM · The price question - **David:** How much will a plumber cost? - **Agent:** I can't provide pricing, but I can help arrange a plumber to visit. What needs repairing? - **David:** My kitchen tap is leaking, at 10 Collins Street, Melbourne VIC 3000 - **Agent:** Before we go further, is there any gas smell, sparking, burning smell, or water actively flooding right now? - **David:** No, nothing like that. - **Agent:** Can I please have your full name? - **David:** David Brown, 0411 222 333 - **Agent:** That address is outside the area we cover, so I can't book a visit there. I've noted your details under 00000102, and our team will call you back. In Salesforce: : 00000102 · : Callback (outside area) · : David Brown · : None Why it matters: No price is guessed and no technician is sent to the wrong city. The lead isn't lost either: your team has his details and a reason to call. ### 9:32 PM · The gas smell - **Visitor:** I can smell gas in the hallway - **Agent:** For your safety, please leave the area now. Do not use light switches, appliances or open flames. If anyone is in danger, call 000. The Dispatch team has been alerted (record 00000103) and will handle this as a priority. A team member will be in touch shortly. In Salesforce: : 00000103 · : Critical · : Dispatch queue · : 1 hour, clock running Why it matters: No calendar, no questions about appointments. The safety wording is yours, read out exactly, and Dispatch has the job in the same moment. ### 9:33 PM · They come back - **Visitor:** I need to book a repair please - **Agent:** I can see you reported an emergency earlier (record 00000103) and Dispatch has it. Is this about the same problem? - **Visitor:** Yes, it is the same problem - **Agent:** Dispatch already has your report as record 00000103, and I have passed your latest message on to them. For your safety, please leave the area now. Do not use light switches, appliances or open flames. If anyone is in danger, call 000. A team member will be in touch as soon as possible. In Salesforce: : 00000103 · : Reported again, 9:33 PM · : None Why it matters: A worried customer writes again. Dispatch sees one emergency with its whole history, instead of two Critical jobs racing each other. ## What it is Public-facing intake agent for a field service repair business. Screens for emergencies, records repair jobs, and offers and books real appointment times. Quality: 320 automated tests passing and 90.0% code coverage at its last validation (2026-11-05). ## Capabilities - **Safety before anything else.** Every conversation checks for gas, sparking, burning smells and active flooding first. A hazard never becomes a normal booking. - **Real appointment windows.** Times come from your territories, operating hours and scheduling policy. The customer picks on a calendar beside the chat. - **Booked means booked.** A visit is confirmed only once Field Service has scheduled it with a technician, and the customer gets the exact window. - **Service area check.** Addresses are checked against the areas your technicians cover. Outside them, it says so and logs a callback. - **Emergencies to Dispatch.** A Critical work order owned by your Dispatch queue, with the same number the customer is given. - **One record, not duplicates.** It finds or creates the contact, and adds a returning customer's message to their open record. ## How it is governed - **Approved actions only.** It changes Salesforce only through actions you've approved, running as its own user with just the access it needs. - **Facts from your org.** Times, job numbers, service areas and safety wording are read from Salesforce and repeated exactly. - **People make the big calls.** It never closes an emergency. A "false alarm" becomes a note for Dispatch to confirm. - **Your rules, editable.** Safety wording, service areas, work types and scheduling policy live in Salesforce settings, not in code. ## How it is tested - Real conversations, replayed before every release: a leak, an ambiguous message, an emergency and a retraction, an out-of-area address, a price and privacy probe, several problems at once, and a return visit. - Automated tests on every action. - A live check on the real website chat before anything ships. ## Good to know - It works in website chat today. Voice and SMS are not part of this agent. - It recognizes a returning visitor in the same browser, or by the phone or street they give. It does not verify identity. - Rescheduling and canceling stay with your team for now. - Photos sent in the chat aren't read. Customers describe the problem in words. ## What we need from you - **Field Service:** Territories, operating hours and a scheduling policy. - **Agentforce:** And Messaging for web on your site. - **Safety wording:** Read to customers exactly as you write it. - **Service areas:** The zip codes or postal codes you cover. - **A Dispatch queue:** Where emergencies and callbacks go. Industries: Plumbing, electrical, heating and cooling; Property and facilities management; Appliance and equipment repair; Utilities and field operations Runs on: Agentforce · Salesforce Field Service · Service Cloud, Messaging for web ## FAQ ### Does the agent make up appointment times? No. It offers only windows Field Service scheduling returns for your territory, and confirms a booking only after Field Service has scheduled it with a technician. ### What happens if someone reports gas or sparking? It stops the booking flow, gives your approved safety instructions word for word, and creates a Critical work order owned by Dispatch. It never books a normal visit for a hazard. ### Can it give prices? No. It tells the customer a person will confirm the rate and offers to arrange a visit. ### What if the address is outside our area? It says so plainly, books nothing, and logs a callback job so your team can follow up. ### Will it create duplicate records? It reuses the existing contact where it can, and adds to an open emergency when the same person reports it again. ### Does it work with our existing Field Service setup? Yes. It reads your territories, operating hours, work types and scheduling policy, and writes standard work orders and service appointments. ### What can it change in Salesforce? Only what its approved actions do, as its own user with the minimum permissions. Every change is a normal record with a full history. ### How long does setup take? It depends on your Field Service setup and your rules. We scope it with you on a call. Confirm editions and licenses with your Salesforce account team. All agents: https://synconai.com/ai-agents Contact: https://synconai.com/contact-us