ServiceFlow Pro Docs
AI & Automation

ServiceFlow Geni

Elijah Johnson · Published · Updated · 8 min read
ServiceFlow Geni 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

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

How to access (web)

  1. Sign in to the main ServiceFlow web app.
  2. Open Geni from the main menu (often under More → Insights → Geni, 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 Geni with that call’s context:
  • From the Call AI panel: Continue in Geni (opens /geni?callId=…).
  • Or paste the call id: /geni?callId=<callId>.
Geni loads summary/transcript context and suggests wrap-up steps (disposition, notes, create job/estimate).

How do you use Geni day to day?

Use Geni day to day.
  • Type a request in plain language (for example: “Create a job for Jane Doe tomorrow 9am HVAC tune-up”).
  • When Geni finds multiple customers, pick one from the choice list.
  • When details are missing, answer Geni’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 Geni 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.
OffGeni 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 Geni (voice)

On web and mobile Geni:
  1. Turn on Voice replies at the top of the screen if you want Geni 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 Geni chat (no separate setup). Typing still works with voice off.

Geni Flow (General Settings)

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

What Geni 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, Geni explains the error, runs diagnose when it knows the entity, and offers next-step chips
Out of scope for Geni
  • 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: Geni 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 Geni 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 → Geni Flow.
  2. Edit summary, stages, and rules → Save.
  3. Start a new Geni chat and ask it to follow your process.

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