Note: The Boiler service booking agent is in closed beta and available to a limited number of clients, so it may not appear for you yet.

Add-on required: AI:den+

User role required: Office staff and above

Once your Boiler Service Pro Agent is configured and activated, it will begin contacting customers and managing bookings automatically. While the agent handles the heavy lifting, you can monitor its performance and review detailed call logs directly from the AI:den+ dashboard.

Managing your active agent

The agent's card in your AI:den+ dashboard acts as your central hub for monitoring its status and performance.

Live status and metrics: The card displays a real-time status badge (such as On call) so you know exactly when the agent is speaking with a customer. It also highlights 30-day performance metrics, including total calls made, administrative time saved, and total services booked.
Edit: Reopen the configuration wizard to update any setting.
Disable agent: Pause all outbound calls without deleting the configuration. The agent moves to the disabled section and can be re-enabled at any time.

Reviewing call history

From the agent's card, click Call history to open a detailed, interactive log of every call the agent has handled. This dashboard provides complete transparency into the agent's activities:

Call list: The left panel displays a history of calls, color-coded by their outcome (e.g., green for a successful callback arrangement, red for a declined service or no answer) for quick scanning.
Call transcripts and details: Selecting a call reveals the full interaction timeline on the right. This includes a detailed summary of the conversation, the exact service price quoted, and the final call outcome.
Audio playback: You can listen to the complete audio recording of the call or download it directly from the timeline.
Scheduled activities: If a call requires human intervention (such as a customer requesting a manual callback), the corresponding scheduled activity will be visible here for your team to review and action.

Call outcomes reference

Every call is logged with an outcome you can see in the call history. Most outcomes are informational — the agent retries failed calls or closes the rest out on its own.

Two call outcomes need a person to follow up, so the agent flags those by creating a scheduled activity.

Outcomes that need your team

Human callback requested — the customer asked to speak to a person. The agent creates a Request for a human, assigned to your team to action.
Call back — the customer asked to be called back at a specific time. The agent creates a Request for a later callback, assigned to AI:den.

Tip: Check your scheduled activities at the start of each working day so none are left waiting.

Outcomes handled automatically

No action is needed for these — they're logged in the call history for reference:

Appointment scheduled — the booking is confirmed and added to the diary.
Appointment scheduled with job note — the booking is confirmed and the agent logs the job notes.
Not connected — the call didn't connect, so the agent retries.
Call disconnected — the line dropped, so the agent retries immediately.
Voicemail reached — the first call hit voicemail. The agent doesn't leave a message and retries the call later.
Voicemail + SMS — the second call also went unanswered, so the agent left a voicemail and sent a text message with a booking link. This ends the call cycle, so the agent won't call the customer again.
Customer to call back — the customer said they'll call the office themselves.
Customer declined service — the customer turned down the service, so the agent closes the call out.
Customer moved property — the customer has moved out, so the agent sets the property to dormant and stops reminders.
Sensitive issue detected — the agent responds empathetically and pauses further reminders.
Maximum duration reached — the call reached the 10-minute limit and ended automatically.
System error — the call failed due to a technical issue.

To see the voicemail and text message the agent sends, read the Understanding the Boiler service booking agent article.

Not connected failure reasons

When a call outcome is logged as "Not connected", a secondary reason is stored in the call record to help you diagnose the underlying issue.

Reason	What it means
Dial busy	The number was engaged at the time of the call.
Dial failed	A generic SIP error; the call never connected.
No answer	The number rang out without being answered.
Invalid destination	The phone number is formatted incorrectly (e.g., missing country code).
Provider denied	SIP trunk credentials or authentication failed.
Provider unavailable	The telephony provider service is temporarily down.
Routing error	The call took too many network hops and was terminated.
Marked as spam	The call was blocked by the recipient's carrier.
User declined	The recipient manually rejected the incoming call.
Timeout	The system waited 30-60 seconds with no signal and ended the attempt.

Common questions

Where do I see the outcomes of the agent's calls?

While the AI:den+ dashboard's Call history provides a comprehensive collection of all AI agent actions, individual calls are also logged directly on the customer's profile in the Communications tab timeline.

Here, you will see the exact same call details, call summary, call recording, and any scheduled activities created by the agent.

To help you easily identify them, all AI agent actions in the communication timeline are displayed with a colored outline. This visually distinguishes them from regular system automations or manual communications added by your staff.

How do I stop the agent from calling a specific customer?

If a customer opts out of this service, you can remove them from the agent's call list by updating their communication preferences. Here are some ways to manage customer communication preferences:

From the customer record: Search for the customer's details and edit their profile.
- Ensure you are editing the contact for the service reminder to prevent further contact. You can check the service reminder contact by navigating to the customer profile and locate the service reminder section in the left-hand side bar.
From the Call history: On the AI:den+ dashboard, click Call history. Locate the call and click Edit in the right-hand sidebar displaying the customer details.

In the communication preferences, uncheck the Automated call box and save your changes. Going forward, the AI agent will not contact the customer. Services for these customers will need to be manually managed by staff.

Managing the Boiler service booking agent