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Griffi for HVAC: from call to complete case

On site, there is rarely a free hand for heating failures, leaks and refurbishment enquiries. Griffi answers, asks according to fixed rules and keeps the next step together in HQ.

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Fictional, synthetically generated example call. Real Griffi views (German interface) with sample data.

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Three typical enquiries

How Griffi takes the enquiry.

Scenario 1

Heating failure in winter

Call: The heating stays cold; several flats may be affected.

Questions Griffi asks

  1. Record address, callback number and affected unit.
  2. Clarify outside temperature, hot water and extent of the outage.
  3. First rule out gas smell, smoke or other immediate danger.
  4. Record system type and, if known, manufacturer, model and error code.

Outcome: Danger → 112/safety instruction. Otherwise urgency class and callback request follow the approved company rules; no remote diagnosis.

Scenario 2

Water leak at night

Call: Water is visibly escaping from a pipe or fitting.

Questions Griffi asks

  1. Clarify risk to people or electrics and advise keeping a safe distance.
  2. Record location, flow and affected areas.
  3. Ask whether the main or unit shut-off valve is safely accessible and already closed.
  4. Secure access details, on-site contact and callback number.

Outcome: Immediate danger remains an emergency-services case. Without immediate danger, the on-call team receives a clear situation report for callback.

Scenario 3

Bathroom refurbishment with site survey

Call: An owner is planning a refurbishment and needs an on-site appointment.

Questions Griffi asks

  1. Record property type, approximate room size and requested scope.
  2. Clarify existing condition, preferred timeframe and decision-makers.
  3. Request photos only through the approved follow-up flow with documented need, consent and a time-limited upload link.
  4. Offer and confirm suitable site-survey slots.

Outcome: Confirmed survey appointment in a structured case; a quote follows only after professional review of the captured details.

Quotes and invoices

Which documents Griffi prepares.

01 · Live

Site survey

Request, property, contact and confirmed on-site appointment stay together in one case.

02 · Live as draft

Quote

Approved information becomes a reviewable quote draft; a person checks items and price.

03 · Manual handoff

Interim payment

Interim-payment logic remains in the company’s existing invoicing process; Griffi does not invent partial-invoice automation.

04 · Live as invoice draft

Final invoice

A standard invoice can be prepared as a draft; finalisation and sending require human approval.

Important: down-payment and partial invoices are not currently a dedicated automated Griffi feature. Interim payments remain in the company’s existing invoicing process; Griffi records information and tasks without promising automation that does not exist.

Emergency service & on-call duty

Urgency follows company rules; danger is never minimised.

  • Risk to life or fire is not treated as a service case: the fixed instruction is to call 112.
  • Company rules distinguish genuine on-call work, callback next working day and services outside scope.
  • A possible emergency fee is mentioned only under an approved company rule; no invented commitment or arrival time.

Live handover to the company is used only when enabled with a valid on-call number and suitable telephony configuration. Otherwise Griffi records a structured urgent callback. For immediate danger, callers must contact emergency services themselves; Griffi never transfers to emergency services.

Does this workflow fit your business?

Bring three real calls, your on-call rules and a typical document chain. Together we check what can be mapped today and where a person takes over.

Review an HVAC workflow with real cases

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