Glossary & FAQ
Quick definitions of the words you'll see in Facilio Work Coordination, and answers to the questions teams ask most.
09.1Glossary
| Term | What it means |
|---|---|
| Atom | The AI inside Facilio Work Coordination. You talk to Atom to change the Coordinator's rules. The ✦ sparkle marks anything Atom did |
| Coordinator | The agent that sends jobs out and chases them, following your rules. Each account has one |
| Job | A ticket assigned to a technician or vendor, plus what the Coordinator keeps track of for it: arrival, due date, chases and the invoice |
| Vendor | The technician or contractor a job is sent to |
| Rules | What the Coordinator does at each stage of a job, written in plain language |
| Stage of a job | One moment in a job's life, such as When a job is assigned or When they go quiet, with its own rules |
| Extra rules | What the Coordinator does when the main rule doesn't work, in order. Shown under View rules, and counted as +1 rule on the Coordinator page |
| Good to know | A note on a stage that's worth spelling out but isn't a rule |
| Value | A choice inside a rule, such as a time, a channel, a person or an amount. Shown as a blue chip |
| Needs input | A value Atom had to guess and needs you to confirm |
| Open question | Something Atom needs you to answer before it can finish the rules |
| Stage (on a ticket) | Where the job is: Open, Assigned, Scheduled, In progress, Completed, Closed or Cancelled |
| Chase | A follow-up when the vendor hasn't replied, such as a call. Next chase on a ticket shows when the next one is due |
| Timeline | Everything that happened on a job, newest first |
| Data source | A connected system, such as Facilio CMMS, that tickets or technicians sync in from |
| Credits | The allowance the Coordinator uses for each call, chat and email |
09.2Frequently asked questions
Do we have to type jobs in?
No. Tickets sync in from the system your team already uses, such as Facilio, through Data Sources. The Coordinator starts working on a job once it's assigned.
How do we change what the Coordinator does?
Open Coordinator, click Edit rules and tell Atom in plain words. Atom rewrites the stages that need to change. See Change the rules.
Do we need to save or publish changes to the rules?
No. Each change Atom makes is saved straight away, and the version number in the top bar goes up by one.
Can we undo a change to the rules?
Tell Atom what you want instead, for example "Go back to waiting two hours before calling." To check what the last change did, click What changed.
Why does a stage say Needs input?
Atom had to guess a value, for example who signs off quotes. Rest the pointer on the badge to see what it's using for now, and answer Atom's questions to confirm it. See Answer Atom's questions.
Where do I see what Atom did on a job?
Open the ticket in Tickets. The Coordination tab shows where the job stands, and the Timeline tab lists every step. See Follow a job from start to finish.
Where are the calls, chats and emails with vendors?
In the Inbox, under Calls, Chats and Emails.
Why is the Status on a ticket different from its Stage?
Status is the ticket's own status, such as In Progress. Stage, on the Coordination tab, is where the job stands for the Coordinator, such as Scheduled with an agreed arrival time.
Which channels can the Coordinator use?
Email, WhatsApp, SMS and calls, on the channels you've connected in Settings. Rest the pointer on a channel chip in the rules to see which one it uses.
We already use Facilio Helpdesk. Do we set up again?
You still go through a short onboarding, but Work Coordination already knows your website from your helpdesk setup, so you only need to confirm it.