What is the Mentors?

Roles Admin, Job/User Editor, Job Editor, and User can be permitted to access this feature. 

XOi Mentors help prevent second truck rolls and incomplete jobs by providing your technicians with remote access to XOi’s in-house support team.

Technicians can initiate a live support call from:

• The Equipment Alerts page
• Manually adding the support workflow to their job, connecting them with an XOi Mentor Specialist for virtual training and assistance.

Each Mentor Specialist has extensive experience in both commercial and residential field service, with in-depth knowledge of various systems, safety protocols, and industry regulations.

To help technicians continuously improve their skills, all Mentor support calls focus on teaching efficient and repeatable processes rather than just resolving the immediate issue.

The Mentors Hours are M-F: 7am - 7pm Central Standard Time. 

Accessing through the Equipment Alert page

When a data plate is successfully processed by XOi Equipment Alerts, it will become available. On the Equipment Alerts screen, you will see either a Support icon in the top right corner or a Live Support section with the Request XOi Virtual Support workflow at the bottom of the screen.

                     

Selecting either option will launch a pop-up asking if you would like to submit a support request.

Select Launch, a workflow will be added to your job, containing the data plate information from Equipment Alerts.

Complete the remaining fields in the workflow and Finish it. Once finished, a request will be sent to the Mentor team. You will receive a confirmation when your request has been received, followed by ongoing communication regarding the timeline for support.

Manually add the support workflow

XOi Mentors is an add-on feature that requires coordination with your Customer Success Manager (CSM) for access. Once your CSM has added the workflow to your organization, it will appear on the Select Workflow screen, provided it has been properly configured by your admin.

To initiate support, add the workflow, complete the required steps, and Finish it. Once finished, a request will be sent to the Mentor team. You will receive a confirmation when your request has been received, followed by ongoing communication regarding the support timeline.

Additional Information

This is an add-on feature. Please speak to your Customer Success Manager for more information.