ServiceFlow Pro Docs
AI & Automation

ServiceFlow GinAI

Elijah Johnson · Published · Updated · 8 min read

Watch a walkthrough

Create Garage Door Installation Job with GinAI
Use GinAI to create a garage door installation job from conversation.
ServiceFlow GinAI is a chat assistant for office and field staff. Ask it to create customers, jobs, estimates, and invoices; schedule and assign work; send estimates or invoices; wrap up phone calls; and diagnose why a record is stuck—without walking through long forms. Mutating actions show a Confirm card unless you turn off confirm-before-send for customer emails/SMS.

Overview

GinAI is the conversational CRM agent in ServiceFlow Pro. It uses your business OpenAI key, respects role permissions, and follows the GinAI Flow you configure under General Settings.
Related walkthrough on this page: create a garage door installation job with GinAI.
SurfaceRoute / entry
Web app/geni (sidebar GinAI)
Product page/product/geni (marketing hub + industry use cases)
Call wrap-up (web)/geni?callId=… or Call Center → Continue in GinAI
Mobile appGinAI screen (AI quick actions / post-call)
Flow settingsSettings → General → GinAI Flow

How to access (web)

  1. Sign in to the main ServiceFlow web app.
  2. Open GinAI from the main menu (often under More → Insights → GinAI, depending on your navigation layout), or go directly to /geni.
  3. Your role needs the ai:access permission. Individual actions still need create/update permissions (for example jobs:create, estimates:update).
  4. OpenAI must be enabled under Settings → Integrations → OpenAI (see OpenAI Setup Guide).

Call wrap-up from Call Center

After a call, open GinAI with that call’s context:
  • From the Call AI panel: Continue in GinAI (opens /geni?callId=…).
  • Or paste the call id: /geni?callId=<callId>.
GinAI loads summary/transcript context and suggests wrap-up steps (disposition, notes, create job/estimate).

How do you use GinAI day to day?

Use GinAI day to day.
  • Type a request in plain language (for example: “Create a job for Jane Doe tomorrow 9am HVAC tune-up”).
  • When GinAI finds multiple customers, pick one from the choice list.
  • When details are missing, answer GinAI’s clarifying questions.
  • When a write is ready, tap Confirm on the action card (or Edit in form to open the full create screen).
  • Use suggested chips such as Troubleshoot something, Create a job, or diagnose follow-ups after a failure.

Confirm before sending to customers

At the top of the GinAI screen (web and mobile), use the switch Confirm before sending to customers:
SwitchBehavior
On (default)Sending an estimate, invoice, or payment link always shows a Confirm card first.
OffGinAI may send immediately after it proposes the send (still permission-gated).
This preference is stored as settings.geni.requireConfirmForOutbound for the business.
Creates, status changes, schedule/assign, and outbound phone calls still use Confirm cards.

Talk to GinAI (voice)

On web and mobile GinAI:
  1. Turn on Voice replies at the top of the screen if you want GinAI to speak assistant answers.
  2. Tap the mic next to the message box, speak, then tap the mic again to send.
  3. Confirm cards and choice lists stay tappable; you can also say things like “confirm” as a normal voice message.
Voice uses the same OpenAI integration as GinAI chat (no separate setup). Typing still works with voice off.

GinAI Flow (General Settings)

Teach GinAI how your shop works:
  1. Go to Settings → General.
  2. Open the GinAI Flow section.
  3. Set:
    • Summary — free-text “how we work”
    • Stages — ordered labels (for example Lead → Estimate → Job → Invoice → Collect)
    • Rules — bullets GinAI must follow (for example “Never invoice without a completed job”)
  4. Save business settings.
GinAI injects this Flow into its system context on every chat turn. Flow is narrative guidance for GinAI—not the same as Pipeline board columns.

What GinAI can do

Create & lookup
  • Search/create customers
  • Create jobs, estimates, invoices
  • Look up entities by number
  • Search price book / technicians
Operations
  • Update job status (policy-gated)
  • Schedule jobs / assign technicians
  • Link or unlink jobs on an invoice
  • Update estimate status (not void)
  • Send estimate / invoice / payment link
  • Convert approved estimate → job
  • Create invoice from estimate
Calls
  • Load call context, set disposition, add notes, link created records to the call
  • Propose outbound dial (always Confirm; client places the call)
Troubleshoot
  • Diagnose job / estimate / invoice blockers
  • After a failed Confirm, GinAI explains the error, runs diagnose when it knows the entity, and offers next-step chips
Out of scope for GinAI
  • Void, refund, mark paid, process card payment, hard-delete invoices/estimates

Prerequisites

  • Authenticated staff user with ai:access
  • Matching entity permissions for the action (create/update)
  • OpenAI Setup Guide completed for the business
  • Optional: GinAI Flow filled in under Settings → General

Step-by-step

Create a job from chat

  1. Open /geni.
  2. Say what you need (customer + work + when).
  3. If GinAI shows customer choices, pick the right one.
  4. Review the Confirm card → Confirm.
  5. Open the job from the entity chip if shown.

Troubleshoot a stuck job

  1. Tap Troubleshoot something (or type the job number).
  2. Ask why it will not move to the next status.
  3. Follow suggested replies (schedule, assign tech, mark customer contacted, etc.).

Configure Flow for your business

  1. Settings → General → GinAI Flow.
  2. Edit summary, stages, and rules → Save.
  3. Start a new GinAI chat and ask it to follow your process.

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