Help Center

Agents

EVA (Enrutar Virtual Assistant) is currently the only agent available in enrutar. Agents are profiles designed to centralize automatic and "intelligent" interactions within the platform, and in the future they may be expanded with new capabilities.

What is EVA (Enrutar Virtual Assistant)?

EVA is the agent responsible for reporting and recording relevant information related to Work Orders and their communication with customers.

On the platform you will see it mentioned as EVA (Enrutar Virtual Assistant).

What is EVA used for right now?

EVA is primarily used in two scenarios:

1) Appointment reminder confirmations and rejections (WhatsApp)

When you use WhatsApp reminders to notify the customer about an appointment, the customer can:

  • Confirm the appointment
  • Reject the appointment

In both cases, EVA reports the customer's response by leaving a comment in the work order, indicating whether the customer has confirmed or declined the reminder.

This allows the team to have clear traceability of the customer's response directly within the work order.

2) Work order creation through AI integrations (Email / WhatsApp)

EVA is also the agent responsible for automatically creating work orders through integrations that use artificial intelligence, for example:

  • From the content of received emails (work order creation by email)
  • From WhatsApp conversations or messages

In these cases, EVA interprets the content and generates the work order in enrutar with the provided information. You can read more about AI in enrutar

3) Mentioning EVA in comments

In the comments of a work order you can mention @Eva to create reminders or schedule appointments. EVA responds in the same thread confirming the action or indicating if more details are needed.

Agents as assignees

Agents are operational profiles: they can be mentioned and assigned as assignees of Work Orders or Appointments. They can also take part in Internal Chat when appropriate.

We create custom agents at enrutar. If you can think of anything an agent could help you with, contact support to discuss how we can help.

External access and tokens

Users with Full Access can see the External access section under Agent Details. To enable external access for an agent, contact support.

  • Its status is shown as Enabled or Disabled. It cannot be changed on this screen; if it is disabled, contact the enrutar team.
  • When enabled, enter a Token name and click Create token.
  • The complete token is shown only once. Copy and store it when you see Copy your token now; for security, it will not be shown again.
  • The Access tokens list shows the name, prefix, creation date and, where available, last use.
  • Revoke invalidates a token immediately and cannot be undone.

Do not share tokens in comments, documents or public channels. Contact the enrutar team to learn which endpoints are available and enable external access.

Suggestions and new needs

If you have ideas about what agents would be useful for your operations, contact the enrutar team to propose suggestions.