An AI assistant for heat pump brands and their installers

An AI assistant answers fault codes, commissioning steps and parts questions from a heat pump brand's own manuals, service documentation and parts catalogue. Homeowners, installers and new service staff ask it on the website, WhatsApp or the installer portal.

A homeowner with a code on the display searches for it before calling anyone. An installer at a commissioning visit rings your technical line while the customer watches. Both answers are already in your documentation. Here is how an AI assistant gives that answer, and where it stops.

By Tom Joseph · Last updated: 28 October 2026

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In short

A heat pump brand already holds the answers its callers need: in the error-code list, the user manual, the installation and service manuals, the commissioning guide and the parts catalogue. An AI assistant reads those documents and serves four groups: homeowners searching a fault code, installers on a job, the parts counter matching a part to a serial number, and new staff learning the range. A public agent gets the user documentation only; a second agent behind the installer login gets the service documentation. SimplyBoost, our own product, does this from your documents on website chat and WhatsApp.

Examples

Five questions this assistant answers in a heat pump network

Homeowner, first frosty morning: "The outdoor unit is steaming and the fan has stopped. Is it broken?"
Answer: This is most likely the defrost cycle. In frost the unit melts ice off the evaporator and releases steam, and the fan restarts within a few minutes. If a code appears or the house cools down, I will pass the model and code to service.
Source: user manual, chapter "Defrost and the outdoor unit"
Installer, planning a renovation: "Old radiator system with thermostatic valves on every radiator. Do I need a buffer tank with the 8 kW unit?"
Answer: Check the minimum water volume and minimum flow rate for the 8 kW model in table 4. If the valves can close the circuit below those values, the manual asks for a buffer tank or an open bypass; diagram H-03 shows both.
Source: installation manual, chapter "Hydraulic requirements"
Technician at a service visit: "Unit stops on E-xx high-pressure fault after ten minutes of heating. Flow looks low."
Answer: Clean the strainer in the return, vent the circuit and check the pump speed setting, then compare the measured flow rate with the model's minimum. If the flow is in range and the fault returns, the bulletin asks you to report the serial number before replacing the pressure sensor.
Source: service manual, chapter "High-pressure fault"; technical bulletin on the pressure sensor
Parts counter, installer on the phone: "I need a controller board for an outdoor unit, serial starting 21-xx."
Answer: That serial range takes the revised board, which also needs the new cable set; earlier serials take the previous board. Both part numbers are listed, and the order request goes to the parts team with serial and quantity.
Source: parts catalogue, exploded view of the outdoor unit electronics
New service desk employee, first week of the heating season: "Customers mix up the heating curve and the room thermostat. How do I explain it?"
Answer: The heating curve sets the flow temperature the heat pump delivers at each outdoor temperature; the thermostat only reports when the room has reached its setpoint. Module 2 has a one-page explanation you can send.
Source: service desk training, module "Controls"
Illustrative examples; the answers come from your own documentation.

Who asks what

Who asks what, answered from which document

Who asks	What they ask	Answered from
Homeowner with a code on the display	What the code means and which checks they may do	Error-code list per model, user manual, warranty conditions
Installer in your network	Which outdoor unit, indoor unit and controller belong together	Compatibility table, installation manual, hydraulic diagrams
Technician at a commissioning or service visit	Parameter values, the commissioning order, a fault that returns after the standard checks	Commissioning guide, service manual, technical bulletins
Parts counter	Which part fits this model, serial number range and production year	Parts catalogue, exploded views, a CSV of part numbers per serial range
New staff in the service desk, parts or sales	How the current generation differs from the last one, where a procedure is written down	The same documents, through an internal agent

Technician helpdesk

A technical helpdesk for installers on the job

Installers ring your technical line during a commissioning visit, with the homeowner watching, and many calls end with someone reading a page of the commissioning guide aloud. An assistant on a WhatsApp Business number, or behind the login of your installer portal, gives that answer directly, such as the minimum flow rate through the hydraulic module or the parameter order for a hybrid set, and names the document and chapter.

Installers who log in to the portal are recognised by their verified email address, so service documentation stays behind the login and the public agent holds user manuals only.

Where your documents are silent, the assistant says so and hands the question to your second-line engineers in Zendesk, Freshdesk, Gorgias or Slack, with model, serial number, code and the full conversation. Installers in Flanders, Wallonia or Germany get the answer in Dutch, French or German.

Parts

Parts questions matched to model, serial number and year

A heat pump range changes under the same model name: a revised controller board, another expansion valve after a production change, a new fan motor. The assistant answers from your parts catalogue, the exploded views and a CSV that maps part numbers to model, serial number range and production year. It asks for the serial number from the type plate before it answers, because the model name alone is often not enough.

When an installer wants to order, the assistant collects the part number, serial number, quantity and the installer's details, and hands the request to your parts team. It does not place the order, check stock or quote a dealer price. That lives in your ERP, which is the custom route below.

Training

New staff learn from the same knowledge base

The first heating season is hard on a new service desk employee. In the first frost week the questions about steaming outdoor units and cold upstairs rooms all go to the most experienced colleague, the person installers are waiting for.

Each SimplyBoost account includes three AI agents. A common split for a heat pump brand is one public agent with user documentation, one installer agent with service documentation, and one internal agent for your own team. New staff in the service desk, at the parts counter or in sales ask the internal agent what they would otherwise ask a senior colleague. Every answer names its source document, so they learn where the knowledge lives while they work.

What senior engineers know but never wrote down is the gap: ask them for a short FAQ of their most common answers and upload it.

Two routes

SimplyBoost or a custom build

What the question needs	Route	Who owns what
Meaning of a fault code, first checks, heating curve	SimplyBoost, our own product, from error-code lists and user manuals	Brand: keeps the documents current per model
Commissioning, hydraulics and compatibility for installers	SimplyBoost, an installer agent behind the portal login or on WhatsApp	Brand: decides which documents installers see
Which part fits a serial number range	SimplyBoost, from the parts catalogue and a part-number CSV	Brand's parts team: maintains the CSV
Stock and dealer price for that part	Custom build that reads the ERP	IT partner runs the ERP; Crux builds the integration and hands over the code
Warranty status of a registered unit, a technician's visit in the service planning	Custom build on the warranty system, serial-number registry and planning	IT partner keeps those systems; Crux builds the AI layer alongside them
Which route fits your questions	AI customer service for dealer networks: buy or build	Crux works alongside your IT partner, never in its place

Rules in NL and Flanders

The rules the assistant has to get right

F-gases in the Netherlands. Anyone working with F-gases or other refrigerants needs a personal certificate, and the installation company a BRL 100 company certificate. Heat pump equipment is named (Ondernemersplein).
F-gases in Flanders. Work on heat pumps with fluorinated gases requires a Flemish recognition as koeltechnicus (category I to IV), and the company needs recognition as a koeltechnisch bedrijf (Vlaanderen.be).
ISDE. An installation company does the full installation and the homeowner applies within 24 months of installation with invoice and proof of payment. Since 2026 a split air-to-water heat pump with less than 3 kg of refrigerant and a GWP above 750 no longer qualifies (RVO).
Mijn VerbouwPremie. Since 1 March 2026 owner-occupiers in the two highest income categories in Flanders can only claim a premium for a heat pump or heat pump boiler, at lower amounts, until 31 December 2027 (Vlaanderen.be).
The assistant answers subsidy questions from a dated summary you upload and replace, with your meldcodes per model.

Other trades

The same approach in other dealer networks

The same assistant works for other dealer and installer networks. Overview: AI assistant for dealer networks.

Solar and home battery brands · Robot mowers and garden machinery · Hot tubs, swim spas and saunas · Mobility scooters and powered wheelchairs · Trailer manufacturers and importers · Electric car importers · Microcar and scooter importers · E-bikes and speed pedelecs · Agricultural and groundcare machinery · Forklifts and material handling · Caravans, motorhomes and boats

FAQ

Frequently asked questions

Can installers use it while they are on a job?

Yes. Installers ask the installer agent on WhatsApp or in your portal while they stand at the unit, and it answers from your commissioning guide, service manual and technical bulletins, naming the chapter. If the documents do not cover the question, it goes to your second-line engineers with model, serial number and the conversation.

Can it tell which spare part fits a unit?

Yes, when you upload the parts catalogue, the exploded views and a CSV that links part numbers to model, serial number range and production year. It asks for the serial number from the type plate first. An order request is collected and handed to your parts team; stock and dealer prices stay in your ERP.

How do new service desk staff use it?

They ask the internal agent the questions they would otherwise put to a senior colleague: what a fault code family means, how a controller menu works, which parts changed between generations. Each answer names its source document, so they learn the documentation while they work. Your senior team adds what is not yet written down.

Should we choose SimplyBoost or a custom build?

Choose SimplyBoost when the answers are in documents: fault codes, manuals, commissioning guides, parts catalogues. Choose a custom Crux build when the answer has to come from a live system, such as stock in the ERP, warranty status in a claims system or a serial-number registry. The custom route runs in three fixed steps, starting with a €2,500 AI audit.

Will it tell a homeowner to open the outdoor unit?

Not when you set it up with two agents. The public agent holds only the user manuals, which list the checks a homeowner may do. Installation and service manuals sit with the installer agent behind the portal login. Refrigerant work is reserved for certified people in the Netherlands and in Flanders, so the public agent refers homeowners to an installer.

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