How the assistant handles an inquiry
From the form on your website to the status “won”. This is the journey of one inquiry.
The journey of an inquiry
The form on your website
The customer gives a name, e-mail, phone (optional) and location, picks a service, describes what they need and ticks the consent box. The form shows how their data is processed and that an AI assistant replies.
Analysis and reply
The text goes to the AI model after the name, e-mail address and phone number have been masked. The model rates the priority, lists what is missing and writes a reply based on the profile of your company. The reply is 60–140 words with at most three questions. It contains no prices, dates or subsidy promises.
The alert to you
You get an e-mail at the address you choose, with the priority, a summary, the customer’s details and the text of the reply they received. The customer can reply straight to you.
You step in when you want
Until you join, the AI assistant carries the conversation. The notification e-mail has a “Taking over” button. Only after you click it does the customer get one message saying that from now on an employee of your company is writing to them.
Reminders
If the customer goes quiet, after 2 and 6 days they get a polite question about whether the matter is still current. Messages go out only between 8:00 and 20:00 and stop when you set a status or the customer clicks that they want no more.
Weekly report
On Monday morning (after 8:00) you get a summary of the last 7 days: new inquiries, of which hot, contacted, won, lost and no status. We also list hot inquiries with no contact for over 48 hours.
Where this stands today: the assistant sends the first reply and the reminders, and the customer’s answers come to you. A full back-and-forth between the assistant and the customer by e-mail, SMS and messengers is rolled out in stages with the pilot companies.
What the customer sees
See a sample e-mail to the customer
- From
- Your Installation Company
- Subject
- Thank you for your inquiry – Your Installation Company
Hello Anna,
thank you for your message and for describing your plan: battery storage and a heat pump for a 140 m² house with an 8 kWp PV system. To prepare a good answer, please reply to three questions:
- How do you heat the house at the moment?
- What is your yearly electricity use (kWh) or your average monthly bill?
- Where is the house located?
Just reply to this message – we will carry on the conversation.
Kind regards,
Your Installation Company
Phone: 000 000 000
This message was prepared with the help of an AI assistant on behalf of Your Installation Company. You are talking to an AI assistant. If an employee of the company joins the conversation, we will tell you in a separate message.
I do not want more messages about this inquiry · How we process your data
Illustrative example, written by hand. Real replies differ in wording but have the same shape: at most three questions, no prices or promises, an AI notice.
What you see
See a sample alert for you
- Subject
- [HOT] New inquiry: energy storage – Anna Kowalska, Kraków
- To
- Your alert address
HOT
| Name | Anna Kowalska |
| [email protected] | |
| Phone | +48 5xx xxx xxx |
| Location | Kraków |
| Service | Energy storage |
Inquiry
House of 140 m², 8 kWp PV already installed. I’d like to add battery storage and a heat pump. Please send a quote.
Assistant assessment
The customer describes a specific project and asks for a quote. House of 140 m² with an 8 kWp PV system, wants to add battery storage and a heat pump.
To clarify on the call
- Current heating source
- Yearly electricity use or size of the bills
- Type and condition of the roof
Set the status
Illustrative example. The buttons work without logging in: one click saves the status.
How the assistant rates inquiries
- Hot
- The customer describes a specific project (type of system, power or consumption), asks for a quote, a date or a contract, or has an urgent need such as an approaching application deadline, and has left contact details.
- Warm
- The customer is interested but gives no details.
- Cold
- A general question, comparing without intent to buy, or no usable way to reach the customer.
- Needs a human now
- A fault or a safety risk, for example sparks or a smell of burning. The customer gets a short message that in a dangerous situation they should call the emergency services (112) and, if it is safe, switch off the power. You get the case marked “NEEDS A HUMAN NOW”.
- Spam and offers
- Spam, sales offers addressed to the company and requests for other people’s data get no reply.
Reminders and report
- For the customer
- After 2 and 6 days, unless you have marked a contact. The message asks whether the matter is still current. It goes out only between 8:00 and 20:00. The customer can opt out with one click.
- For you
- If a hot or warm inquiry waits more than a day without a status, you get a reminder.
- Buttons in the e-mail
- I called / contacted them, Won, Lost, Pause reminders. No login needed.
- Monday report
- New inquiries, of which hot, contacted, won, lost, no status, and hot inquiries with no contact for over 48 hours. Period: the last 7 days.
Data and security
- Before the text of an inquiry reaches the AI model, we mask the name, e-mail address and phone number.
- Inquiries are deleted automatically after a retention period agreed with you (365 days by default, 30 at the shortest).
- You are the controller of your customers’ data. PIFMO processes it only on your instructions, under a data processing agreement.
- The form collects the customer’s consent and shows how their data is processed.
- Every message to a customer has a footer saying it was prepared by an AI assistant.
- Protection against abuse: a limit on inquiries per address, a trap field for bots and a daily limit on calls to the AI model.
How we start the pilot
Pilot agreement and data processing agreement
We sign them before the start. The pilot runs for 30 days from the day the form appears on your website.
A few sentences about your company
Which services, which region, which contact hours, which phone number. Plus the e-mail address for alerts.
One line of code on your site
You, or whoever looks after your website, paste the code. It takes about 30 minutes. If you have no website, you get a link to the form.
Two weeks of tuning and a report after 30 days
For the first two weeks we read the replies with you, with your knowledge and consent, and fix the company profile. After 30 days you get a report: number of inquiries, time to first reply and number of hot inquiries.