Comments

What are comments?

Comments are a fundamental unit in enrutar. They are the place where all additional information that cannot be captured in the structure of Work Orders, Appointments or Customers will be recorded. Here you can report incidents, progress or any relevant detail.

Comments always have an author (either an employee or an agent) and a date, which records the exact moment when the comment was made.

Creating comments

To create a comment, go to the work order page, the operator appointment view or the customer page. There you will find a field with the text Write your comment, where you can enter the information you want.

We distinguish between three types of comments:

• Text comments: these are comments that will only contain written text. To make them, type the information you want to provide and click the green send button.
• Audio comments: these are recorded as a voice note that will subsequently be transcribed. To make them, with the text field empty, click the record audio button. This button will switch to a microphone view where what you say will be recorded. Once you click finish, this audio comment will be automatically sent to the server, where it will be processed and transcribed. Finally, the comment will be saved both as audio and as transcribed text for easier viewing.
• Comments with attached Documents: these are comments where multimedia content is provided. To add them, click the attach files button. From here you can select a photo, video or PDF (or take them on the spot if using a mobile device). These documents will be added to the comment you are writing. Once the comment is sent, these files will also appear in our documents tab in the navigation menu for easier searching.

Open the actions of a comment with attachments and select Download attachments to prepare one ZIP file containing all of them. Progress appears in the downloads window. Each download can contain up to 100 attachments.

Another important detail about comments is that they will be used in some of the AI features that enrutar offers.

Mentions in comments

enrutar has a mention system in comments. To make a mention, simply type the @ character in a comment's text and a dropdown will appear organized by groups:

• Users (individual employees).
• Teams (mentions the entire team).
• Agents (for example, EVA (Enrutar Virtual Assistant)).

When you click on one of the names you will see it appear in green within the comment. Once this comment is sent, the employee (or all employees belonging to the team) will receive a notification in their notification panel that they have been mentioned in a work order.

If you mention EVA in a work order comment, you can ask her to create a reminder or schedule an appointment. EVA responds in the same thread confirming the action or indicating that more details are needed (for example, date or time). Examples:

• @Eva remind me to call the customer tomorrow at 10
• @Eva schedule an appointment for Thursday from 10 to 12

More details at Using Eva in Comments.

Note that if the mentioned employees do not have permission to view the work order or customer, they will not be able to access and read the text of the comment where they were mentioned.

Management-only comments

In work order and customer comments, users with management or full access can choose who will see the comment with the selector next to the text field actions:

• Everyone: office and assigned technicians. This is the default option.
• Management only: only users with management or full access. The field changes appearance, shows Note for management only... and the button changes to Send to management.

Technicians with restricted access do not see these comments or their files, and mentions do not notify them. EVA does not act on a management-only comment, so she does not appear in the mentions dropdown while this option is active. These comments are also not used in the work order's AI summaries or in the work performed of work reports.

The option also applies to voice notes recorded in this mode. After each send, the selector goes back to Everyone. In the list, management-only comments appear with a dashed border and the Management only label.

Comment reactions

Each comment posted in enrutar has a reaction system. It is a good method to see if the person to whom the comment was sent has read it.

To react to a comment, click on the smiley face icon that appears at the bottom. When you click it, a dropdown menu with all reaction options will appear. Currently we offer eight different reactions and each employee can react once with each emoji, either marking or unmarking it.

Resolving comments

Comment resolution is an interesting tool for removing noise from the comment list of a work order or customer. It works especially well for comments that have a limited duration and stop being relevant at some point. For example, imagine an employee mentions another employee reminding them to pick up the chainsaw. When the other employee comes and has already brought the chainsaw, we can resolve the comment because it no longer adds anything to the conversation.

Resolved comments will not be considered when generating AI summaries in both Work Reports and Appointments.

Automatic comments

There are some actions in enrutar that trigger the automatic creation of comments. We can classify them into two types: Work Orders creation and WhatsApp reminders. The way a comment is automatically created in enrutar is always triggered by an external action by some user, whether an employee or a customer. Below we will look at these two cases:

Work order creation

When a work order is created via email or WhatsApp, our agent Eva automatically posts a comment containing the information and attachments from the message that triggered it. For voice notes, the audio is kept as an attachment and the comment states that a voice note was received, without duplicating the complete internal transcription used to interpret the work order.

WhatsApp reminders

When a reminder is sent, at the moment the customer confirms or cancels the appointment, Eva will post a comment on the work order to which that appointment belongs. If accepted, Eva will post a comment saying the work was accepted and will mark the appointment as confirmed. If rejected, Eva posts a comment saying it was rejected and will mark the appointment as cancelled.