Integrations

Connecting Workiz

Workiz is the other system a home-services business runs its day in. Connect it and your agent files each call in your Workiz account while the caller is still on the line — as a lead for your office to qualify and schedule, or straight in as a job — instead of leaving you a message to type up afterwards.

What your agent can do

  • Find the caller. Workiz has no client search of its own, so the agent looks through your recent jobs and leads for the number the caller is ringing from, or the name they give, and recognises a returning customer.
  • File the job. The caller's name and number, the address, what's wrong in their own words — not summarised, not translated into trade terms — plus the urgency, when somebody is home, and any access notes about gates, dogs, parking or landlords. A first-time caller is added as a client at the same time; there is no separate "add a client" step.
  • Find their open jobs and leads. When somebody rings back about work already on the books: jobs with their scheduled time, and leads your office has not turned into a job yet.
  • Cancel a job or lead. A job is marked cancelled and comes off the schedule; a lead is marked lost. Nothing is deleted, and a note on the record says the caller asked and why, so your office can reopen it.
  • Ask to move a job or lead. The caller's new preferred times go on the record as a note for your office to reschedule and confirm. The agent never picks a new time itself: it cannot see your team's availability, and it tells the caller the office will confirm.

Filing, cancelling and moving are confirmed actions: the agent reads the details back to the caller and gets a yes before anything is written to your Workiz account. Looking a caller up isn't — it happens quietly mid-conversation, the way it would if a person were typing while they talked.

Connecting your Workiz account

  1. In Workiz, switch on the Developer API add-on from the Feature Center if it is not on already.
  2. Go to Settings → Integrations → Developer and copy the API token and the API secret.
  3. Here, open Actions & Integration, press Connect on the Workiz card, and paste both. We check the token works before saving; neither is ever shown again.
  4. Open the card's settings and choose whether calls are filed as leads (recommended — nothing lands on the schedule until somebody has looked at it) or as unscheduled jobs. Optionally name a job source that already exists in your account, so you can see which jobs the phone brought in.
  5. Switch on the operations you want, and enable them on each agent that should use them.

Good to know

  • There is no availability lookup. Workiz's API has nothing an agent could read out as "when are you free", so the agent never promises an arrival time from it — offering time slots stays with whichever calendar connector you also have on.
  • Returning customers are recognised by phone number. The agent searches the last year of your jobs and leads, most recent first. A customer from longer ago, or ringing from a new number, is filed as new — which is harmless, and your office can merge the records.
  • Neither key appears anywhere afterwards. They are stored encrypted, scrubbed out of the call's audit trail, and never written to a log. To change them, disconnect and connect again.
  • The problem goes in exactly as the caller said it. "There's water coming through the kitchen ceiling" is more useful to the person turning up than "suspected pipe failure".