How it works

Setting it up, and what it leaves behind.

Name: EzyConn
Brand: EzyConn

Two things decide whether software like this survives its first month: how long it takes to get going, and whether you can find out afterwards why something happened. Both are on this page, working, rather than described.

You do not build a process here. EzyConn publishes 24 of them across 8 kinds of business, onboarding recommends the ones that fit, and you fill the one you pick with your own hours, services, prices and coverage.

Part one · getting going

Onboarding ends with a recommendation, not a blank canvas.

EzyConn asks what kind of business this is and how it works, then scores its own published catalogue against the answers and tells you which processes fit — with the reason written out, the limit printed beside it, and the plan it needs stated separately.

Change an answer below and the ranking changes with it. This is a walk-through of that step, not a live account, and the Install control installs nothing.

Onboarding · walk-through

Not a live account. Nothing here installs anything.

Four questions, the way onboarding asks them

Answer these and the panel re-ranks. Change any answer and watch what moves.

What kind of business is this?

Told to you up front: The job sheet carries a postcode, not a street address, and you can offer three services.

Where does the work happen?

This decides whether a coverage check runs at all.

I travel to the customerThey come to meNeither — it is handled remotely

What should the conversation end with?

A booked time, or the enquiry in front of a person.

A booked appointmentThe enquiry, with the right personSome of each

Do people already on your books message you?

Moving and cancelling is its own process, not a branch of booking.

Yes — they message to move or cancelNot really — most are new

What onboarding would put in the workspace

These are published processes from the catalogue, ranked against the answers. Nothing is written for this business — you install one of these and fill it with your own hours, services, prices and coverage.

Ranked 3 of 3 home services processes against these answers, best first.

HS-01
New service request
Best match
What your customer gets: You say what's wrong and where you are, and you leave the chat with a real appointment at a real time — not a promise that somebody will call you back.
Recommended because
- You go out to the customer, so this one settles the postcode before it promises anybody anything.
- You wanted the conversation to end in an appointment. This one ends with a real time in your own diary, not a callback promise.
- It is the “You go to them” shape: Check the postcode is one you cover, find out what the job is and how urgent, take contact details, offer times you are genuinely free, and book it.
Built for: HVAC, plumbing and electrical contractors who travel to the customer's address.
Have we built it?
Available now
Does your plan reach it?
Included from Starter
Worth knowing: The bot does not know whether this person is already a customer.
You go to them
Nothing was installed — this page is a walk-through. In your own workspace this button puts the published process into the account and opens its settings, where you enter the hours, services, prices and coverage listed below. You can switch to a different published process later; you never write one.
HS-02
Existing customer — move or cancel a booked visit
What your customer gets: You give the details the job is booked under and either pick a new time from what's actually free or cancel it — in the same conversation, without a phone call and without waiting for somebody to ring back.
Recommended because
- You go out to the customer, so this one settles the postcode before it promises anybody anything.
- You said people already on your books message you. This finds the appointment they have, then moves or cancels it behind a confirmation.
- It is the “Change an existing appointment” shape: Find the appointment they already have, then move it or cancel it — behind a confirmation, because it is the one step that undoes something.
Built for: Any trade with a diary full enough that customers move appointments.
Have we built it?
Available, with a limit
Does your plan reach it?
Included from Starter
The limit: It moves or cancels one appointment — the one that matched.
Change an existing appointment
Nothing was installed — this page is a walk-through. In your own workspace this button puts the published process into the account and opens its settings, where you enter the hours, services, prices and coverage listed below. You can switch to a different published process later; you never write one.
HS-03
Urgent callout — get a person on to it now
What your customer gets: You are not asked to pick a time slot. You say where you are and what's happened, and somebody takes over the conversation.
Recommended because
- You go out to the customer, so this one settles the postcode before it promises anybody anything.
- It gives the jobs that will not wait somewhere to go, instead of putting them in the same queue as everything else.
- It is the “Get a person on it now” shape: The job cannot wait for a diary. Check you cover the address, find out what happened, take a number that dials, and put a person on it. It books nothing, on purpose.
Built for: Trades that take urgent work — plumbing, heating, electrical, restoration.
Have we built it?
Available, with a limit
Does your plan reach it?
Included from Starter
The limit: It books nothing, on purpose.
Get a person on it now
Nothing was installed — this page is a walk-through. In your own workspace this button puts the published process into the account and opens its settings, where you enter the hours, services, prices and coverage listed below. You can switch to a different published process later; you never write one.

Then you fill it with your own business

A published process is a shape. These are the values that make it yours, and every one of them is a setting you control.

Your opening hours: Real times are computed from these. Without them a booking process offers nothing and hands every customer to a person.
Your timezone: The clock the offered times are read back on.
The postcodes you cover: A list of postcodes, or a set of prefixes, in one country. A radius cannot be expressed and is refused.
Your services, their length and their price: Three services, each with the minutes it takes. The list replaces three fixed slots rather than growing past them.
Your price list: One active item per service, so the appointment points at something real at your own price.

Two different answers, never folded into one

Have we built it?: 9 of the 24 published processes run end to end. The other 15 run too, each with a named limit printed beside it. Status is worked out from what the engine can actually do, so a process cannot be recommended that would not run. If something has not been built, onboarding says so — and no plan changes that.
Does your plan reach it?: A separate line, on every card. A process your plan does not include is still recommended and still explained — marked as a plan question rather than quietly hidden or described as missing. The two are reported apart because they are different problems with different answers.

Everything above comes from the published catalogue — the process ids, names, promises, statuses, limits and minimum plans. The business in the questions is you; the workspace is not real.

The reason for a published catalogue rather than a builder is that a published process is testable. Its status is worked out from what the engine can really run, so a process cannot be recommended to you that would not work. There is no drag-and-drop canvas, and we removed the one that looked like there was.

Part two · what you get back

An enquiry is not a transcript. It is a record.

A chat log tells you what was said. It does not tell you who this person is, what is in the diary, what went out by email, or why the run took the turn it did. Here is one enquiry, opened up.

This one did not go the easy way twice — a phone number failed its check and was asked again, and a time was taken forty seconds before it was chosen. Both are ordinary. Use the trace control to see which steps produced which record.

Enquiry record

AUTO-02Available now

Diagnostic or repair request — Thursday, opened 18:52

Arrived on: Website widget
Ended as: Appointment booked
Steps run: 19
Re-routed: 2

What the enquiry became

Five records, all pointing at each other. None of them is the transcript, and none of them disappears when the conversation does.

The customer

Name: Priya Raman
Phone: +44 7700 900412 — checked, dials
Email: p.raman@example.com
Postcode given: EC1A 1BB — inside the covered area
Known before: No. First message from this person.

Kept as a contact and linked to whatever this person sends next, on any channel.

The process run

Process: AUTO-02 · Diagnostic or repair request
Started / finished: 18:52:04 → 18:55:16
Steps run: 19
Rules checked: 3 — coverage, contact format, availability
Re-routed: 2 — a phone number and a slot

The run holds its own timeline: which step ran, what was answered, which rule decided what. It stays openable long after the conversation.

The appointment

What: Battery and charging · 45 minutes
When: Thursday 14:00, on the workspace’s own clock
Price: The one on this workspace’s list
Notes on it: Not starting at all. Off the road.
Address: None. The postcode passed the coverage check and stays with the run — the appointment carries no street address.

A real row in the diary, at this workspace’s own length and price, protected against being double-booked by anything else EzyConn books.

Notifications sent

To Priya: Booking confirmation · email, best effort
To the team: New booking · in the app
To their tools: New booking · Zapier or a signed webhook
Not sent: No SMS. No process sends one, and the SMS channel is off until a workspace connects its own account.

Which events go to whom, on which channel, is a setting. A cancellation would send the customer nothing — there is one booking template, and reusing it would tell somebody their appointment was confirmed.

Outcome

Ended as: Appointment booked
Handed to a person: No — it did not need to be
Could also have ended as: Outside the area you cover · Nothing free — handed to a person · Handed to a person · Visitor left · Something went wrong — handed to a person

Every run ends in one of a fixed set of endings, so a month of them can be counted without anybody reading a transcript.

The run timeline

Every step this run took, in order, with the question that was asked, the answer that came back and the rule that decided what happened next.

Trace:

All 19 steps shown. Pick a record above to see which steps produced it.

18:52:04Start
Conversation opened
Website widget, on a phone, well after closing. Nobody with this number or address had messaged before.
18:52:06Say something
Said what it can take care of
Read what was asked, matched it to this process, and answered the factual part of it out of the business’s own pages and documents.
18:52:19Ask a question
Where the car is — first, before anything is promised
What’s the postal code where you need us?
Answered: EC1A 1BB
18:52:20Check a business rule
Do we cover this postcode?
Yes — on the postcode list for this workspace.
A rule, not a judgement. The same postcode gets the same answer every time, and nothing had been promised before it ran.
18:52:41Ask a question
What sort of job it is
What do you need — a diagnostic, brakes, or a battery and charging problem?
Answered: Battery and charging
18:52:41Branch on the answer
The answer changed the next question
Battery and charging was chosen, so the follow-up is the one that service asks, and the appointment is set to the 45 minutes this workspace says that job takes.
18:53:02Ask a question
What the car is doing
Is it not starting at all, or starting badly?
Answered: Not starting at all. Nothing when I turn the key.
18:53:20Ask a question
How soon
Is the car off the road, or is it still drivable?
Answered: It’s off the road — I can’t drive it
Recorded on the appointment for whoever works it. It re-orders nothing: the same times are offered in the same order as they would be for a planned service.
18:53:34Ask a question
Who it is for
And who should we put this down for?
Answered: Priya Raman
18:53:48Ask a question
A number to reach them on
What’s the best number to reach you on?
Answered: 0770 090 412
18:53:48Check a business ruleDid not go the easy way
Is this a number that actually dials?
No — too few digits to dial.
Asked again rather than rejected. A typo does not end the conversation, and a number that cannot be rung is worse than no number at all.
18:54:03Ask a question
Asked again, and it dialled
Answered: +44 7700 900412
Dials.
The same question, put again. Nothing else in the conversation was lost while it was sorted out.
18:54:22Ask a question
Where the confirmation goes
What’s the best email address for the appointment and its confirmation?
Answered: p.raman@example.com
18:54:23Offer available times
Offer available times
Answered: Thursday 08:30 please
Three real openings, worked out from the workspace’s opening hours, its timezone, the 45 minutes this job takes and what is already in the diary: Thursday 08:30, Thursday 14:00, Friday 09:15.
18:55:01Check a business ruleDid not go the easy way
Is this time still free?
No — 08:30 was taken forty seconds earlier.
Another booking landed on that slot while this conversation was still typing. The run offered the remaining times instead of failing, and nobody was double-booked.
18:55:02Offer available times
Offered again, minus the one that went
Answered: Thursday 14:00 then
Still free.
Thursday 14:00, Friday 09:15, Friday 11:00.
18:55:14Book, move or cancel
The appointment was written
Thursday 14:00 · Battery and charging · 45 minutes, at the price on this workspace’s own list, with the answers above attached to it.
18:55:15Tell someone what happened
Tell someone what happened
Confirmation email queued to Priya. New booking to the team, in the app. A new-booking event out to Zapier or a signed webhook, if the workspace has one connected.
18:55:16Finish
Appointment booked
Three minutes and twelve seconds, no phone rang, and the whole thing is still openable.

What this record does not do

Urgency is a word on the appointment, for whoever works it. There is no priority queue, no paging and no service-level clock, so a car that is off the road is offered the same times in the same order as a routine job.
No street address is collected, so the appointment cannot route a van on its own. The postcode proved coverage and stays with the run.
The confirmation is an email, and it is best effort — a queue that is down can lose one quietly. No process sends an SMS to a customer.
If this appointment were cancelled later, the customer would be sent nothing. There is one booking template, and sending it again would tell somebody their appointment was confirmed.
The appointment is against the workspace diary, not a person’s. “With Priya’s usual mechanic” cannot be honoured, so it is never offered.
Nothing here reaches an outside calendar or management system. Availability is worked out only from bookings EzyConn made itself.

An illustrative record. The step names, the rule checks, the published question wording and the list of possible endings are the ones this process really uses; the person, the answers, the times and the postcode are made up.

The rest of it is published too.

Every process, every industry, every plan and every limit — with the same standard as this page. Workflows turn on at Starter.

All 24 processes Plans and limits

The processes: All 24, with what each one asks, what it produces and the limit it carries. 9 run end to end; 15 run with a published reduction.Open the catalogue
Your industry: The 8 kinds of business EzyConn is built around, and the reduction each of them has to hear before buying.Find your trade
Plans: What each tier enforces — seats, workspaces, integrations and message allowances. Workflows, voice and actions all turn on at Starter.See the plans
The boundary: The published list of what EzyConn cannot do yet: no calendar sync, no stock, no payments in chat, no clinical questions, no certifications.Read the limits