Field service engineers
The day’s round with live traffic, Street View of the entrance, the machine manual and the site history, on their phone and in front of the fault. When the job is done, the job sheet is dictated by voice.
How can I use WhatsApp for my work in field service?
In field service everyone is already on WhatsApp: customers whose boiler has locked out, engineers in their vans, dispatchers and the parts store. Ugo turns it into a work tool: engineers ask for a manual or the day’s round, dictate the job sheet by voice and update the ticket; the company number collects customer requests and alerts whoever does the scheduling. It asks you to confirm before every action.
At a service company the day changes every hour. A customer messages that the boiler has locked out, the managing agent reports a lift stuck between floors, the café rings because the coffee machine is leaking, an engineer sends a photo of the rating plate and asks which part is needed. The dispatcher moves jobs around over the phone, the back office chases job sheets, and the right manual is always back at the office.
Ugo is a contact on WhatsApp connected to the tools the company already uses: Google Workspace or Microsoft 365, email, the diary, folders on Drive or OneDrive with manuals and diagrams, Zendesk for tickets, monday.com for projects, maps with live traffic. Everyone uses it from their own phone, with their own accounts: the engineer in the van, the dispatcher in the office, the service manager in a meeting. With Automations on the company’s WhatsApp Business, Ugo replies to customers, asks the right questions and alerts the person on duty.
Ugo doesn’t replace your field service management software, doesn’t sign job reports and doesn’t give customers safety instructions in place of an engineer. It finds, summarises, prepares and reminds. Every email, message, ticket or appointment goes out only after your “Confirm”.
Who uses it in the company
Who uses WhatsApp with Ugo at a field service company
From the van to the office, everyone has their own questions. Ugo answers each one with their own tools.
Dispatch and job scheduling
Urgent call-outs arrive with the address, model and fault description already filled in. Ugo finds the gaps in the diary, works out who can get there first and tells the customer the arrival time once you give the OK.
Back office and maintenance contracts
Planned maintenance due dates read from the contracts spreadsheet, customer emails summarised, job sheets found in the folders when a customer disputes a visit.
Parts store
Engineers’ requests arrive in writing, with part number and serial number, instead of over the phone. Ugo looks up the part in the manual’s exploded view and drafts the order email to the manufacturer.
Service manager
Every morning, at the time you choose, open tickets, overdue jobs and urgent requests from overnight. The figures from the jobs spreadsheet read out in the chat, without opening the laptop.
Contract sales
The job history before proposing a renewal, the maintenance quote filled in from the template, opportunities and activities updated in the CRM after the visit.
Examples of using WhatsApp in field service
Real conversations, typed in a hurry the way people type on WhatsApp.
The day’s jobs, with this morning’s traffic
The engineer asks for today’s appointments. Ugo reads them from the diary, suggests the quickest order with live traffic and sends Street View of the first address.
Skills used
What’s my round today? Starting from Stockport
You’ve got 4 jobs today. The quickest order with current traffic: • 8:30 Oakwood Court, 14 Bramhall Lane, Stockport: communal boiler service (12 min) • 10:30 The Station Café, Wilmslow Road, Didsbury: air con unit dripping (22 min) • 13:30 Hale Dental Practice, Altrincham: split unit check (18 min) • 15:30 Mr and Mrs Holt, Sale: boiler locked out, F.28 (10 min) Shall I send you Street View of the Bramhall Lane entrance?
The job sheet, dictated in the van
Once the job is done, the engineer describes out loud what they did. Ugo prepares the job sheet from the company template, adds the internal note to the ticket and marks it as solved.
Skills used
🎤 Voice message (0:48)
Here’s what I’ll do: • Create “Job sheet 2026-418 Holt.docx” from the “Job report” template: Vaillant ecoTEC boiler, fault F.28, ignition electrode replaced, combustion test OK, 1 h 15 min • Internal note on ticket #3271 with the same summary • Ticket #3271 set to Solved Shall I go ahead?
The machine manual, in front of the fault
Standing in front of a machine they haven’t seen for months, the engineer asks what an alarm code means. Ugo searches the service manual in the technical folder and replies with the page and the procedure.
Skills used
The Kalea at the Station Café is showing a boiler alarm, what do I check?
In “Kalea service manual rev3.pdf” (folder “Technical/Vending”), page 47: the boiler alarm is triggered when the water doesn’t reach temperature within the set time. Checks listed: • heating element and safety thermostat • temperature probe, against the values in the table on page 48 • connections on the power board Do you want the part number for the heating element from the exploded view on page 82?
The urgent call-out, rescheduled and communicated
A lift breakdown comes in. The dispatcher asks who is closest, moves the appointment and lets the customer know from the company number, all after their confirmation.
Skills used
Lift out of service at 88 Princess Street, who can get there first, Mark or Luke?
Mark is on Oxford Road: with current traffic he’s 11 minutes away. Luke is in Salford Quays, 27 minutes. Mark has a planned service at 11:00 on Deansgate, which can be moved to 14:30.
Send Mark, move the service and let the managing agent know
Here’s what I’ll do: • New appointment for Mark at 10:20: “Lift breakdown, 88 Princess Street” • Deansgate service moved to 14:30 • Message to Paul Whitaker, managing agent: “Good morning, our engineer Mark will be at 88 Princess Street by 10:30.” Shall I go ahead?
Automations on your number
The customer writes “my boiler has locked out”, Ugo collects the details
Customers message the company’s WhatsApp Business. An automation asks what kind of request it is, then the address, the boiler make and the fault code, and sends the dispatcher a notification with everything needed to schedule the visit. Ugo doesn’t give technical or safety instructions: that’s the engineer’s job.
The blue bubbles are the customer, the white ones are the replies sent from the company’s WhatsApp Business number.
Discover WhatsApp automationsHi, our boiler has locked out and we’ve got no hot water
Hello, I’m the assistant for Northern Heating Services. What do you need?
Breakdown
Could you send me the address, the make of the boiler and the code on the display? If you can, send a photo of the rating plate too.
31 Ashfield Road, Sale. It’s a Vaillant, the display says F28
Thank you, I’ve passed your request to our service desk, who will call you back within the hour to book a visit.
Ideas for using Ugo’s skills in field service
Each skill is a connected tool. Here’s how to get the most out of it in this sector.
Your WhatsApp BusinessBreakdown calls, already complete
Automations ask for the address, model and fault code with buttons and questions, and send the dispatcher a notification. With “Ask me to confirm first”, every reply to the customer goes through you.
Discover Your WhatsApp Business
ZendeskTickets updated from the van
The engineer asks for the customer’s open tickets, adds internal notes, replies and changes the status without opening the laptop. The back office sees everything in real time.
Discover Zendesk
MapsThe best round, with real traffic
The quickest order for the day’s jobs, journey times with traffic at that moment, Street View of the entrance or the vehicle gate, and the nearest parts supplier when you need a component.
Discover Maps
Google DriveManuals, wiring diagrams and exploded views in your pocket
Ugo searches service manuals, wiring diagrams and declarations of conformity in the technical folder, and fills in company templates such as the job report.
Discover Google DriveVoice messages
The job sheet, spoken out loud
With dirty hands or behind the wheel, the engineer dictates what they did, the parts replaced and the hours. Ugo transcribes it and prepares the document or the ticket note.
Discover Voice messages
monday.comProjects and planned maintenance
Installations and maintenance rounds on a board: Ugo creates items, changes statuses and dates and posts updates, for example “system commissioned, certificate still to issue”.
Discover monday.comWhat Ugo does not do
Ugo organises messages, calendars, emails and documents. Everything else stays with your systems and your people.
- It doesn’t replace your field service management software and doesn’t sign job reports: it prepares the document, and signing it remains for the engineer and the customer.
- It doesn’t give customers safety or repair instructions in place of an engineer: it collects the request and alerts whoever is attending.
- It doesn’t manage your parts stock and doesn’t know stock levels: it reads the connected spreadsheets and documents and drafts the order emails.
- It doesn’t send mass campaigns on WhatsApp: automations reply to people who message you, within WhatsApp’s 24-hour window.
The skills to switch on
The most useful Ugo features in this sector, starting with the first one to turn on. Each person switches them on from the portal in a few minutes.
Ugo for people working in the sector
The pages for the jobs in this sector, with more specific examples.
Electricians
For electricians and electrical contractors: call-outs and site visits in your diary, quotes and installation certificates in order, customers updated from your WhatsApp Business, even by voice from the van.
Discover Ugo for electriciansPlumbers and heating engineers
For plumbers and heating engineers: emergencies and boiler services in your diary, quotes from your template, customers updated from your WhatsApp Business, with a voice note from the van.
Discover Ugo for plumbers and heating engineersBuilding services engineers
For building services and HVAC design engineers: site visits, EPCs and reports filed, contact with installers, managing agents and clients, all from WhatsApp.
Discover Ugo for building services engineersElectrical design engineers
For electrical and solar PV design engineers: site visits, schematics and revisions, certificates to file, electricians and clients handled from WhatsApp.
Discover Ugo for electrical design engineers
Questions about WhatsApp and Ugo in field service
How do you use WhatsApp for work at a field service company?
To receive fault reports from customers, coordinate engineers, request parts and send photos of systems and rating plates. With Ugo engineers can also ask for their round, manuals and site history in the chat and dictate job sheets, and the company’s WhatsApp Business number collects service requests and alerts the dispatcher.
Can Ugo schedule our engineers’ jobs?
It helps whoever does the scheduling: it reads the diaries, finds free slots, works out travel times with traffic and creates the appointments once you confirm. Choosing the engineer and setting priorities stays with the dispatcher.
Does Ugo connect to our field service software?
It connects to Zendesk for tickets, to monday.com, to Odoo, HubSpot, Zoho CRM and Agile CRM, to Google Workspace and Microsoft 365, and to any app with an MCP server. With other software it works through emails and documents: for example, it prepares the job sheet or the email for whoever enters it in the system.
Can engineers use Ugo without typing?
Yes, with voice notes of up to 90 seconds: Ugo transcribes them on its servers in Europe, keeps only the text and handles them like written messages. The engineer dictates the job sheet or asks for the manual while driving, and reads the reply when they stop.
How much does it cost to use Ugo across the company?
Ugo costs €50 a month or €550 a year per person, excluding VAT, with every skill included. You only switch it on for the people who use it: for example the engineers and the dispatcher, not necessarily the whole office. Data stays on servers in Frankfurt.
Useful references
Associations, bodies and official sources for the sector: external websites, independent of Ugo.
- BESA – Building Engineering Services AssociationThe UK trade body for building services contractors: heating, ventilation, air conditioning, maintenance and facilities.thebesa.com
- Gas Safe RegisterThe official register of businesses and engineers legally allowed to work on gas appliances in Great Britain.gassaferegister.co.uk
- IET – Institution of Engineering and TechnologyThe professional body for engineers, publisher of the IET Wiring Regulations and guidance on electrical installations.theiet.org
- BSI – British Standards InstitutionThe UK national standards body, with the standards for installing, servicing and inspecting heating, fire safety and lift systems.bsigroup.com
Engineers in the field, answers on WhatsApp
Connect diaries, tickets, technical folders and the company’s WhatsApp Business in a few minutes. Engineers, dispatchers and customers find their answers in the chat.
