One front door, not five inboxes.
Customer conversations no longer need to be rebuilt by hand from scattered notifications. The office sees one prepared story with the next move already clear.
WHAT HERMIA IS
Hermia is a multi-channel enquiry intelligence system for trade contractors. It brings existing customer enquiries from Email, WhatsApp, Instagram, Facebook, and Google Business into one controlled qualification journey—then gives your office and technicians a prepared next move instead of a half-finished conversation.
Multi-channel enquiry intelligenceKnow the job
Know the job
before you go to site.
Hermia brings existing enquiries from the channels your customers already use into one controlled conversation. It identifies the real customer, asks the right trade-specific questions, gathers the detail your team needs, and keeps the story moving until the next step is actually useful.
Five customer channelsOne customer storyPrepared handovers
The promise
Every channel.
One controlled front door.
◌Channel coverageConnected
⌁Customer storyUnified
◇Team handoverPrepared
The Hermia categoryMulti-channel enquiry
Multi-channel enquiry
intelligence for the trade.
Not a lead generator. Not a generic reply tool. Hermia is a majestic AI operating system that turns every existing customer signal into one clear job story—without making your office chase the same detail across separate platforms.
ONE CUSTOMER · ONE OPERATING PICTUREWhere customers talk.
Where customers talk.
Hermia is ready.
Customers choose the channel. Your business keeps the standard. Hermia carries the conversation through the same trade-specific checks, so the important information arrives together rather than scattered through five different places.
What to call HermiaA multi-channel enquiry intelligence system built for field-service operations.
01EmailInbox enquiries
02WhatsAppDirect customer chat
03InstagramSocial enquiries
04FacebookPage messages
05Google BusinessLocal demand
HermiaQUALIFY · PREPARE · ROUTE
Better jobs before the wheels move.
The technician receives the problem, site, access, urgency, evidence, and customer context together—so the first call or visit starts prepared.
Help on the channel they chose.
Customers receive a prompt, professional response without needing to change platform, repeat themselves, or wonder if their enquiry has been seen.
01 / More than a chatbotIt does not just
It does not just
answer and disappear.
Most generic chat tools respond to a question and stop. Hermia takes responsibility for the first conversation until the business has enough real context to decide what should happen next.
Whether an enquiry arrives through Airtasker, Hipages, TaskRabbit, a referral, a web form, email, WhatsApp, Instagram, Facebook, Google Business, or a direct message, Hermia identifies the person who needs help and turns the incoming alert into a trade-ready job brief—not a generic script borrowed from another industry.
Hermia does not replace a technician’s on-site judgement, final quote, safety assessment, or licensed work. It prepares the context so the qualified professional can make those decisions with a clearer starting point.
The point in one sentence: Hermia does not hand your team a vague message; it keeps asking for the useful detail until the next person has a real starting point.
It does not pass a half-finished exchange to the office or the field team simply because the customer has sent a first message.
A generic reply toolAnswers a question and leaves the conversation incomplete.
HermiaBuilds the job context until the next person can genuinely act.
A generic templateAsks the same questions regardless of the work involved.
HermiaUses trade-specific questions and your business’s own information fields.
02 / How Hermia does itOne enquiry.
One enquiry.
One useful job story.
Hermia does not simply send an automatic reply. It holds the early conversation to a clear trade standard, then gives the office and field team the detail they need to decide what should happen next.
Recognise the real job.
Whether the message starts on a marketplace, a form, social media, email, or a referral, Hermia keeps it with the customer and the same job story.
Clarify before the team moves.
Hermia gathers the problem, site, access, urgency, evidence, timing, and trade-specific detail without filling in answers on the customer’s behalf.
Make the next move usable.
The result is a prepared job brief for the business to act on, including private email dockets for Configuration Journey where that flow is configured.
The important boundary: Hermia prepares the information. A qualified technician remains responsible for the on-site assessment, safety decisions, final quote, and licensed work.
02 / How it worksThe complete
The complete
qualification journey.
Every stage exists for one reason: by the time the work reaches your team, they know what the problem is, where it is, who is responsible, whether they can get in, what to bring, and what needs to happen next.
RecogniseFind the real customer,
Find the real customer,
not the inbox noise.
Real work can be hidden inside a platform notification, a forwarded email, a property manager’s message, a web form, or a direct chat.
Hermia recognises the genuine request for help and keeps the customer’s details connected to it. Marketing, receipts, supplier noise, and irrelevant messages do not get treated like jobs just because they landed in the same inbox.
Outcome / a cleaner front doorClarifyTurn everyday language
Turn everyday language
into a useful job description.
Customers do not write like technicians. They explain the problem in their own words, often messy, incomplete, or emotional.
Hermia establishes what is actually wrong and what is affected. A leak, blockage, hot-water issue, burst pipe, switchboard fault, roof problem, alarm issue, or remedial defect becomes a clear professional summary your team can understand quickly.
Outcome / a clearer starting pointConfirmMake sure the site is
Make sure the site is
real, reachable, and relevant.
A job should not quietly land in the wrong suburb, state, country, or outside the business’s actual service area.
Hermia gathers and confirms the complete site context: full address, suburb, state, country, building type, and the information that makes the location actionable. It is more than a street line because the technician is the one travelling there.
Outcome / a real site, not a vague locationPrepareUnderstand access, safety,
Understand access, safety,
and the conditions on site.
Getting to the address is not the same as being able to attend the work safely and professionally.
Hermia asks about access and conditions before arrival: whether somebody will be home, if a property is locked or restricted, whether a key, code, gate, reception sign-in, or induction is needed, and whether there are hazards or conditions the crew should know about.
Outcome / fewer surprises at the doorMake it trade-specificAsk what the work
Ask what the work
actually requires.
Different trades have different readiness questions. A generic checklist cannot tell a technician what they truly need to know.
Hermia follows the questions that matter for the job: water or gas isolation for plumbing, switchboard isolation for electrical, safe roof access for roofing, site restrictions for remedial work, or monitoring and notification context for fire and essential-safety work.
Outcome / preparation that fits the tradePlanPut timing, materials,
Put timing, materials,
and commercial context in view.
“Sometime this week” is not a plan. Neither is leaving the office to discover who pays, what is supplied, or whether a customer is comfortable proceeding.
Hermia records a clear preferred time, materials position, residential or commercial context, billing contact, and estimate context. Timing is shaped around the business’s real capacity, so the operation is not making promises that create a conflict later. Where the business provides an estimate, Hermia can present it clearly; if the customer needs a commercial discussion, it brings your team into that decision rather than guessing on their behalf.
Outcome / a next move the operation can useProtect qualityDo not guess. Do not send
Do not guess. Do not send
a half-finished job forward.
A vague answer is not the same as useful information, and a non-answer should not become an assumption.
When the customer is unclear, Hermia asks again in plain language. Photos and video remain tied to the same story. Repeat contact does not automatically create another loose record. The handover stays grounded in the detail the customer actually provided.
Outcome / less rework, less chasing03 / What arrives with the jobThe whole picture,
The whole picture,
not a half-finished conversation.
Hermia uses the information your business already relies on. Your custom fields are not a technical extra; they are the way the system learns what “prepared” means for your operation.
What is wrong.
The fault, affected asset, customer description, urgency, defect status, and any brand or model detail the customer has provided.
Where it is.
The complete location, building type, commercial or residential setting, site contact, and context that helps the team plan a real visit.
What the crew needs to know.
Access arrangements, keys, codes, locked or restricted areas, inductions, hazards, isolations, and the conditions that affect a safe arrival.
What the customer can show.
Photos and video remain with the job context, so the team can see the issue rather than relying only on a written description.
What needs to happen next.
Clear timing, customer availability, materials already supplied or still needed, and the information that makes a practical next move possible.
Who owns the decision.
Billing contact, property manager or owner context, estimate expectations, and the commercial detail that prevents an awkward conversation later.
Built around
your operating language.
For one contractor, the most important fields may be asset type, fault code, defect flag, and building type. For another, it may be access notes, water or gas isolation, roof conditions, materials position, billing entity, or estimate amount. Hermia uses those fields to guide the conversation, so the final brief reflects the standards your business already works to—not a generic checklist.
04 / Built for the tradeDifferent trades.
Different trades.
Different readiness.
Hermia is designed for the operating reality of the trade. It does not pretend that the questions for a blocked drain should be the same as the questions for a fire panel or a roof at height.
Plumbing
Issue and affected fixture, water or gas context, urgency, site access, and the detail that helps a plumber understand the practical work ahead.
Electrical
Equipment or circuit context, fault detail, site access, safe isolation requirements, and conditions the electrician needs to know before attending.
Roofing
Roof condition, access, safe ladder or scaffold context, weather-related considerations, photos, and a clear picture of the affected area.
Remedial
Building context, defect description, site restrictions, property-management requirements, access, materials, and evidence of the issue.
Fire & ESM
System or asset detail, site and building context, isolation status, monitoring or notification requirements, and the coordination needed before work begins.
05 / For the people carrying the workUseful context for
Useful context for
every handover.
Hermia is designed to improve the first move for the people who carry the work: the technician, the operation, and the customer whose problem needs a professional response.
Before the keys
turn in the ignition.
Technicians do not need another notification. They need a useful picture before they leave the yard. Hermia brings the job story together so the first ten minutes on site can start with context instead of reconstruction.
- Know the problem, affected asset, and urgency before travelling
- See location, building, access, safety, and evidence in the same story
- Understand whether materials are on site, partially supplied, or required
- Spend less time repeating questions the customer has already answered
The front door
stays controlled.
Hermia gives the office a calmer way to handle demand. Real enquiries are clarified, obvious noise is filtered, repeat contact is recognised, and the next person receives a handover that is complete enough to move with confidence.
- Cleaner incoming demand without more admin work for the office
- A clearer view of urgency, readiness, and the work needing attention
- Fewer loose records and fewer half-finished conversations to chase
- More control over timing, customer expectation, and team capacity
For the customer,
it feels like a business that is switched on.
They receive a prompt professional response, are asked sensible questions in plain language, and do not have to repeat their story to several people. Their timing, property, and problem are treated with care from the first message. When they return later, the relationship can continue with recognition rather than starting from zero.
06 / The Hermia standardBuilt around
Built around
professional control.
Hermia is not here to make a trade business feel automated. It is here to make the business feel more prepared, responsive, and dependable at the moments customers and teams remember.
Clarify before committing.
A vague enquiry should not become a vague job. Missing detail is handled early so the next person is not left guessing what they are walking into.
Preparation is part of professionalism.
Access, hazards, isolations, site conditions, and visual evidence are treated as part of the handover—not an afterthought.
The relationship stays yours.
Hermia works behind the contractor’s business, helping the customer experience the same fast, considered standard under the company they chose.
Every return starts smarter.
Past customers should not have to begin from scratch. Good operational memory helps the business carry trust forward into the next job.
Hermia / Quiet intelligence for the fieldLet the system
Let the system
carry the repetition.
Your people keep the craft. Hermia keeps the detail moving—so customers feel heard, the office stays in control, and the field arrives with a better picture of the work ahead.
07 / Engineered like infrastructureNot a chatbot
Not a chatbot
with a single-trade prompt.
The difference between Hermia and a generic assistant is not how well it writes. It is what the system is allowed to decide—and what it is never allowed to guess.
The decision
layer.
Before a response is sent, the customer’s answer is assessed against fixed checks for that exact question and that exact trade. Does the address include the detail needed to reach the site? Does “pipe” identify which pipe? Does “power” identify which circuit? Does the fault description give a crew something real to act on?
The same input receives the same verdict every time—late at night, during a busy period, or on the ten-thousandth job. Hermia’s language is warm and human, but the decision about whether an answer is complete does not drift with the wording of the conversation.
That separation matters: Hermia uses its intelligence to explain the next question clearly, not to invent an answer or quietly waive a standard.
Check. Decide. Explain.
Every customer response moves through the same practical sequence before it becomes part of a job brief.
01Check the detailIs the answer specific enough for this job, this question, and this trade?
02Keep the standardIf the detail is missing, it stays missing; it is not filled in on the customer’s behalf.
03Explain the next moveThe customer receives a clear, trade-appropriate question that helps them provide what the team needs.
No invented prices.
Where an estimate applies, Hermia starts with the pricing PDF or approved price list your business provides. It then considers the affected asset type and the fault detail the customer has actually supplied to find the closest supported estimate. It remains an estimate, never a final price. If the available pricing or job detail does not support a confident match, it is surfaced to your team instead of guessed.
No accidental rejections.
A useful answer is not pushed back because the language is informal. The standard is about whether the detail is workable—not whether the customer speaks like a technician.
No made-up details.
Nothing is inferred, guessed, or filled in on the customer’s behalf. If it was not said or shown, it does not become part of the job story.
Nothing half-finished gets through.
Vague answers are followed up with clear options that make it easy for the customer to respond. The job does not move forward as if uncertainty were detail.
Uncertainty stays visible.
When a price, job, or customer answer cannot be handled with confidence, it is surfaced for the business rather than quietly turned into an assumption.
Critical changes reopen attention.
If a later message introduces emergency, urgent, or critical language, the conversation receives fresh attention instead of remaining closed while a genuine change waits.
08 / Response timesFast enough to feel
Fast enough to feel
like the office never closed.
Speed matters because customers stop shopping around when they receive a clear professional response. The timing is deliberate: fast enough to maintain momentum, measured enough to collect a complete answer.
~60 sec
First reply to a brand-new enquiry. Day or night, the first response is designed to arrive before a customer has time to move on to the next contractor—not the next business morning.
ONCE THE CONVERSATION IS UNDERWAY — RESPONSE WINDOW BY QUESTION TYPE
Confirming a detailName, urgency pick, or a simple yes/no.
0.4 sec
Hazards & isolation checksWhether it is safe and what is already shut off or arranged.
1.2 sec
Site address & availabilityConfirmed before it becomes part of the next move.
1.5 sec
Fault or access detailEnough time to read the full answer, not only the first line.
1.8 sec
Photos & video burstsEvidence is collected into the same job story instead of being split apart.
4.8 sec
These windows are deliberate, not a delay. A customer may send an answer across several messages, then add a photo or a video. Hermia gives the reply enough room to arrive as one useful piece of context—without making the customer wait longer than necessary.
Hermia / Field intelligenceOne enquiry in.
One enquiry in.
A field-ready story out.
Hermia is designed as the operating layer between a customer signal and a technician’s next move. It brings the detail together before that detail has a chance to become another loose task for the office.
01 / SIGNALFive customer channelsEmail, WhatsApp, Instagram, Facebook, and Google Business can all begin the same controlled qualification journey.
02 / EVIDENCEEvery cluePhotos, video, voice notes, customer language, site detail, and supporting material stay with the same job story.
HermiaFIELD INTELLIGENCE
SYSTEM ACTIVE
03 / CLARITYEvery questionTrade-specific readiness checks make the issue, location, urgency, access, safety, and timing useful to act on.
04 / MOMENTUMEvery next moveThe prepared context flows through Simpro or AroFlo so the office and field team work from the same picture.
ALWAYS WATCHING24 / 7Genuine enquiries do not have to wait for the next shift.
BUILT FOR TRADE5 operating languagesPlumbing, electrical, roofing, remedial, and fire/ESM.
FIELD-SERVICE READYSimpro + AroFloPrepared information is designed to move with the operation.
10 / Live operating systemHermia stays with the work
Hermia stays with the work
after the customer presses send.
Hermia is the live operating layer between an incoming signal and the field-service workflow. It catches the request, reads the context, understands the evidence, and carries the prepared job story into the system your team already uses.
MULTI-CHANNEL ENQUIRIES
01Email + WhatsAppCore customer conversations are recognised and guided into the same qualification journey.
02Instagram + FacebookSocial enquiries do not become a separate front door with a separate standard.
03Google BusinessLocal demand is acknowledged and prepared with the same trade-specific questions.
04Photos, video + attachmentsSupporting detail stays with the same customer story so the evidence remains useful to the team.
HermiaLIVE SYSTEM
● LIVE EXTRACTING · QUALIFYING · PREPARING
FIELD-SERVICE AUTOMATION
SIMPRO AUTOMATIONSimpro
Hermia reads the relevant customer, site, job, custom-field, and team context needed for the next move—then carries the prepared information into the workflow without making the office retype the same story.
AROFLO AUTOMATIONAroFlo
Hermia prepares the customer, site, job, evidence, and qualification context for the AroFlo workflow so the operation can move from an enquiry to a useful record with far less double handling.
It reads what arrives.
Messages, email notifications, contact details, site information, photos, video, and supporting attachments are brought into the same operating picture.
It turns evidence into context.
A photo or a messy customer explanation is not left as a loose attachment. It becomes part of the problem, site, and trade-specific preparation story.
It reads the live job environment.
Simpro and AroFlo automation gives Hermia the relevant customer, site, job, custom-field, and capacity context needed to keep the next step grounded.
It keeps work moving.
The customer gets a professional response, the office avoids double entry, and the field receives a cleaner handover with the important details already together.