Conversational service

Let Occupants Request Service in Natural Language

People report problems the way they already communicate. AI does the structuring — identifying the location, matching the asset, and opening a tracked work order.

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The business problem

Portals go unused; WhatsApp groups go unrecorded

Tenant portals require a login nobody remembers, so issues are reported in WhatsApp groups instead. Those messages are read by whoever is awake, actioned informally, and produce no ticket, no SLA clock and no record — until a dispute arises and nobody can reconstruct what was reported when.

Portal adoption low among occupantsGroup messages actioned informally or missedNo service record and no measurable response timeReporting history impossible to reconstruct

The IntelliGrid approach

The channel people use, with the discipline operations needs

A WhatsApp number becomes a service channel. The message is interpreted, the location and asset identified, a priority and SLA applied, and a technician dispatched. The requester receives a ticket reference and progress updates in the same thread.

Text, photo and voice message supportedLocation and asset identified from the descriptionTicket, SLA and dispatch created automaticallyStatus updates returned in the same conversation

A request, start to finish

A tenant reports a comfort issue. Within the same thread the asset is identified, a work order raised with an SLA, and a technician dispatched — with no portal login and no operator retyping the detail.

Natural language Photo attachment Voice message Multilingual Ticket reference Status updates Escalation

IG IntelliGrid Serviceonline

Aircon in Level 8 Meeting Room is not cooling.

09:14

Thank you. I have identified AHU-08 serving Level 8 Meeting Room 2.

09:14

WORK ORDER CREATED

WO-2026-1052

Asset: AHU-08 · Level 8
Priority: Medium · SLA: 4 hrs
Assigned: Alex Chu

Technician en route — ETA 32 minutes. You will receive an update on completion.

09:15

Capabilities

What the channel supports

Natural language

No fixed command syntax or menu tree for the occupant to learn.

Photo attachment

Images attached to the work order as part of the original report.

Voice message

Spoken reports transcribed and classified like text.

Multilingual

Requests handled in the languages your occupants use.

Work order status

Progress available by asking in the same thread.

Notifications

Acknowledgement, dispatch and completion pushed to the requester.

Escalation

Unresolved or repeated reports escalated automatically.

Workflow

Message to resolution

WhatsApp Intent Location Asset Priority Work Order SLA Technician Status Update

Business benefits

Adoption without training or a portal login Every report becomes a measurable service record Photos captured at the moment of reporting Progress chasing handled by automated updates Reporting history retained for dispute resolution

Connects with

WhatsApp Business API Contact centre Work order engine SLA engine Asset register

See integration architecture →

Frequently asked

Does IntelliGrid support WhatsApp?

Yes. WhatsApp operates as a first-class service channel: occupants report in natural language and the platform creates a classified, SLA-bound work order, returning updates in the same conversation. Connection uses the WhatsApp Business API and is configured during deployment.