AI request intake
People report problems the way they already talk: a WhatsApp message, an email, a photo with a voice note. FM360AI reads each one and opens a ticket with a title, category, priority and location, then replies with the ticket number.
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What the reporter sees
Nobody learns a form. The conversations below use the wording FM360AI sends today; pick a channel and a time of day to see the reply.
Time of day
On WhatsApp, messages are processed in batches, so the reply follows a few minutes later. Email replies arrive in the same thread.
Illustrated conversations with example names. The replies are the product's own wording.
The problem
When requests live in a WhatsApp group or a mailbox, somebody has to retype each one into a system before anyone is accountable for it. The ones that are not retyped are the ones you hear about again later.
What FM360AI does
The model chooses from the categories, sub-categories and areas you have configured, sets a priority, and writes a short title and summary. Photos are described, voice notes and video audio are transcribed, and Arabic messages are understood alongside English.
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Ticket rules let an administrator say that certain keywords always mean a given category, priority, ticket type, location or safety flag. When a rule matches an incoming issue, the rule wins over the model's own choice.
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In open mode anyone who messages the number can report. In strict mode only recognised employees and approved email domains create tickets; everything else goes to a Redirected Attempts queue where a supervisor can review it and convert it to a ticket.
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Staff send a message to a WhatsApp number your team links to FM360AI, write to a facilities mailbox, or use Quick Report in the mobile app. All three feed the same pipeline and the same ticket list, with the source shown on every ticket.
A message that says the corridor light is out and the tap in the next room is leaking is two jobs for two trades. FM360AI splits it into a parent ticket with one child ticket per issue, so each can be assigned, timed and closed on its own.
You set the working hours. Routine messages outside them are held until the next working period. Each message is also assessed for safety risk, and anything rated critical or high is ticketed straight away.
How it works
What happens after someone presses send.
Text, photos, video or a voice note by WhatsApp or email, or a Quick Report from the app. Media sent together is grouped into one report.
The phone number or email is matched to your employee directory. In strict mode, unknown senders are routed to the review queue.
Images are described, audio is transcribed, and the text is split into individual issues. Non-issues are filtered out.
Each issue gets a title, category, priority, area, the matching SLA and an assignee from the responsible team, falling back to the FM manager.
An acknowledgement with the ticket number goes back by WhatsApp or as a reply to the email thread.
The scope and limits of this part of the product, so there are no surprises later.
No. They send a normal WhatsApp message to the number your team has linked. If their phone number is in your employee directory the ticket is recorded against them; if not, what happens depends on whether you run in open or strict mode.
It decides whether the message is a real issue, splits it into separate issues, and picks the ticket type, category, sub-category, priority and area from your own configured lists. Ticket rules override the model for the keywords you define, and a supervisor can edit any ticket afterwards.
Yes. Photos are analysed and described, voice notes are transcribed, and for video both sampled frames and the audio track are used. The result goes through the same classification as typed text.
Greetings, thank-yous, casual chat and test messages are filtered out and no ticket is created. If the content is unclear, a ticket is created so that a manager can review it rather than risk losing a real report.
A Microsoft 365 shared mailbox through Microsoft Graph, or any mailbox that supports IMAP. Attachments and inline images are kept with the ticket, and the acknowledgement is sent as a reply in the same thread.
Tell us how requests reach your team today and what you maintain. We will walk you through the product on a call, using the workflows that matter to you.
