Sellium for Field ServiceSellium for Field Service:technical visits booked on WhatsApp 24/7
A customer with a broken AC does not want to wait in a phone queue: they want to send a WhatsApp message and know when the technician will arrive. Sellium books the visit, triages before dispatching the truck and answers with a live ETA, integrated with your FSM and without overloading the call center.
How do you book technical visits on WhatsApp automatically?
You book technical visits automatically by connecting a conversational AI agent to the company's FSM (Salesforce Field Service, ServiceMax, Dynamics 365 Field Service, Oracle Field Service and others). The agent identifies the customer by national ID (DNI), contract number, tax ID (CUIT), address or serialized equipment, validates contract coverage, runs structured triage by equipment type and failure, and offers real visit windows based on the required skill, the area and each technician's workload. The work order is booked in the system with the preliminary diagnosis attached, and the customer can later ask "what time is the technician arriving?" and get the live ETA.
In field service this matters twice as much because every avoidable dispatch costs money: industry estimates put a technical visit at USD 150 to 500 in base cost, and above USD 1,100 fully loaded, according to TSIA and Aberdeen Group. Sellium, the conversational agent in the Vantegrate Suite, triages before sending the truck: many failures get solved with a guided reset, and the ones that need a visit go out with the right part pre-assigned.
The full picture of the sector (the five agents applied to service centers, OEMs, telcos, maintenance companies and facilities) is on the Field Service page.
The pain points of the service desk
We mapped them in dozens of conversations with service centers, OEMs, telcos, maintenance companies and facilities firms across the sector's nine sub-verticals.
A call center swamped with ETA questions
Thousands of calls a month, a huge share of them abandoned before anyone answers, and customers asking three times "what time is the technician arriving?" The service desk is drained answering the obvious.
Truck rolls that never should have happened
The technician arrives, does a reset and leaves. Each avoidable visit costs USD 150 to 500 in base cost according to TSIA and Aberdeen Group, and the day's schedule paid for it in full.
Customers book when your desk is closed
The building administrator asks for the elevator logbook on Friday at 7 p.m., and the customer wants to book on Saturday for first thing Monday. Nobody is on the other end.
Visits lost to customer no-shows
The technician arrives and nobody is home: the hour is lost, the visit is rescheduled and the cost doubles. Without prior confirmation or a visible ETA, no-shows are routine.
How Sellium handles it in field service
The agent's capabilities, mapped to the operation's pain points: each one works on your FSM, your contracts and your SLAs, not on canned answers.
Frictionless ID
Recognizes the customer against the FSM
Identifies the customer by national ID (DNI), contract, tax ID (CUIT), address or serialized equipment against Salesforce Field Service, ServiceMax, Dynamics 365 FS or Oracle Field Service, and validates contract coverage before booking.
Avoidable truck roll
Structured triage before dispatch
Questionnaires by equipment type and failure: error codes, guided resets, connection checks. Many failures get solved without a visit; the rest go out with a preliminary diagnosis attached.
24/7 scheduling
Books by skill, area and technician workload
Offers real windows by checking the required skill, the geographic area and the workload, at any hour on any day. On a Saturday at 10 p.m., it still books Monday at 8 a.m.
ETA questions
Answers with a live ETA, no calls
"What time is the technician arriving?" gets a natural-language answer with the technician's name, a live ETA and the vehicle's location, relieving the time slot that eats up the most call center calls.
Contracts and warranties
Validates contract, warranty and preventive maintenance
Checks validity, coverage and upcoming scheduled visits, handles the OEM warranty by serial number and coordinates preventive maintenance for customers under contract.
Emergencies
Escalates to the dispatcher when there is risk
In emergencies, with critical equipment out of service or safety cases (a gas smell, a water leak), and for customers with a premium SLA, it routes immediately to the human dispatcher with the full context.
A split AC unit that would not cool, fixed in a single visit
The full flow with summer's most common ticket: the failure reported in the afternoon that used to trigger two visits and three calls.
Tuesday 2:00 p.m.
The complaint comes in on WhatsApp
Diego writes "the AC isn't cooling." Sellium identifies him in Salesforce Field Service and validates that the split unit is under warranty and has an active monthly service contract.
2:01 p.m.
Structured triage of the unit
The agent runs the questionnaire for that equipment type: is the outdoor unit spinning? Is air coming out? Is there an error code? Diego replies "E4 blinking."
2:02 p.m.
Preliminary diagnosis and pre-assigned part
The code points to the outdoor temperature sensor. The visit goes out with the diagnosis attached to the work order and the part pre-assigned in the technician's van: no more going out to take a look and coming back.
2:03 p.m.
Window chosen and visit booked
Sellium offers three windows with qualified technicians in the area, and Diego picks tomorrow from 9 to 11 a.m. The work order is booked with an assigned technician whose license is up to date.
Wednesday 8:30 a.m.
Live ETA and closed in one visit
Diego gets the ETA 30 minutes ahead, is home when the technician arrives, and the failure is fixed in a single visit, with the signed digital service report and the warranty claim documented.
A ticket that used to take two dispatches and three calls to the call center was solved with a single truck roll and zero minutes on the phone. That is the path to first-time fix: the sector averages 75-80% and best-in-class exceeds 88%, according to Aberdeen Group and IBM (2024).
Why triage comes first, by the numbers
The sector's public benchmarks: every visit avoided and every visit fixed the first time shows up directly in the margin.
88%+
Best-in-class first-time fix rate in the sector, versus an average of 75-80%
Source: Aberdeen Group; IBM (2024)
USD 1,100+
Fully loaded cost of a technical visit, on a base of USD 150 to 500
Source: TSIA; Aberdeen Group
~98%
Open rate of WhatsApp messages, versus ~20% for email: the ETA notice actually gets read
Source: WhatsApp Business Blog (2025)
Public benchmarks for the sector, not our own results: every Sellium implementation is measured against a baseline agreed with the customer (call center abandonment, truck rolls avoided, first-time fix, no-shows).
Secure AI agents that work with your data
Sellium handles your customers' contracts, warranties and home addresses: information no security lead hands over lightly. That is why it runs 100% on Salesforce and Oracle Cloud Infrastructure, with those platforms' SOC 2 Type II and ISO 27001 certifications and the permissions you define. We don't claim anyone else's certifications: Vantegrate enables, the customer operates and certifies.
Frequently asked questions about Sellium for Field Service
Does WhatsApp triage really avoid truck rolls?
Does WhatsApp triage really avoid truck rolls?
Yes, in two ways. First, structured questionnaires by equipment type and failure (error codes, guided resets, connection checks) remotely solve many failures that would otherwise trigger a dispatch. Second, the visits that do go out carry a preliminary diagnosis and a pre-assigned part, which supports first-time fix: the sector averages 75-80% and best-in-class exceeds 88% (Aberdeen Group; IBM 2024).
Which FSM systems does Sellium integrate with?
Which FSM systems does Sellium integrate with?
With the field service management systems on the market: Salesforce Field Service, ServiceMax, Microsoft Dynamics 365 Field Service, Oracle Field Service, IFS, ServiceNow FSM, Praxedo, ServiceTitan and others, via API. Sellium does not replace your FSM: it identifies the customer, validates coverage and books the work order in the system you already use. The permissions model is on our security page.
What about emergencies and safety cases?
What about emergencies and safety cases?
They are not automated: they are escalated. With a gas smell, a water leak, critical equipment out of service or a premium-SLA customer at risk, Sellium immediately routes the case to the human dispatcher with the full conversation and context. The agent absorbs the repetitive volume precisely so the team has time for what is urgent.
Does it work for B2B with contracts and SLAs, or only for residential customers?
Does it work for B2B with contracts and SLAs, or only for residential customers?
For the operator's whole customer base: the residential customer with a broken AC, the building administrator coordinating the monthly elevator maintenance, a hospital's maintenance lead and the IT manager opening tickets under a contract with a 4-hour recovery SLA. Sellium validates each account's SLA tier, prioritizes dispatch and escalates automatically to the supervisor if compliance is at risk.
The next heat wave can find your agent already running
Tell us how tickets reach your service desk and we will show you, with your contracts and your service areas, how Sellium would handle them. A 30-minute conversation, no commitment.
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