Help me Fix - What happens on Fixflo when it is instructed to Aidenn?

Please note that access to Fixflo's Contractor Marketplace is a paid feature

When any issue is reported, both yourself and the occupier will always receive an email to confirm that a new issue has been logged.

If an issue is sent directly to Aidenn (powered by Help me Fix), the issue will come into Fixflo and be assigned for triage.

Aidenn will present the occupier with a connect now option on the summary screen and send the occupier a link via SMS to engage with the triage process. The occupier may choose to engage at a time convenient to them, so it’s important not to interrupt the process once it has started.

Once the job is awarded to Help me Fix, please allow 24 hours for it to pass through the diagnostic and triage process. The tenant may want to engage at a time convenient to them so it’s important not to interrupt the process once it has started.

There are three possible scenarios that may occur: 

1. Aidenn resolves the maintenance issue

If Aidenn is able to guide the occupier to resolve the issue, Aidenn will:

• Post a summary of the triage outcome into the Fixflo issue
• Add the full PDF job report to the same issue
• Update the issue to a completed state

Aidenn If you have feedback enabled, you may still see completion statuses such as ‘Job completed, awaiting feedback’ or ‘Job completed, ready for closure’. This will depend on whether you have feedback turned on or off.

Once the issue is ready for closure, Fixflo recommends closing it down to keep your dashboard visibility accur

2. Aidenn is unable to resolve the maintenance issue (further works required – non-emergency)

If Aidenn cannot resolve the issue and further works are required, Aidenn will:

• Post a summary comment into the original Fixflo issue
• Attach the full PDF job report
• Decline the issue so that it returns to Reported

You can then instruct a contractor directly from the same Fixflo issue using the workflows available on the Next steps tab.

This means all chat detail, media, and triage outcomes remain in one place.

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3. The occupier does not engage with Aidenn within one hour

If the occupier does not click the link and engage within one hour, Aidenn will:

• Post initial findings based on the Fixflo report
• Attach the PDF job report
• Decline the issue so that it returns to Reported

The issue will then appear on your dashboard and will need to be actioned via the workflows in the Next steps tab.

If the occupier engages later using the same link, Aidenn may provide further triage updates — these will still be added to the comments in the Fixflo issue.

Emergency scenarios - a Further works issue will be created

If the issue is identified as an emergency and requires urgent attendance, a further works issue will be created so that emergency handling can proceed. To automatically instruct an emergency situation, you will need a co-pilot rule in Fixflo to confirm who to instruct, when and for which issues. 

Invoicing note

Please note that any invoices submitted by Help me Fix will always show as £0. This invoice will sit in the Documents tab on the issue.

Which fault types are covered by Aidenn (powered by Help me Fix)?

Here is list of the fault types covered by AI tool Click Here