> ## Documentation Index
> Fetch the complete documentation index at: https://docs-v2.sortx.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Repairs desk

> One inbox for every repair report, whichever way it arrives.

The repairs desk (**Front desk** in the menu) brings every channel into one **Inbox**: phone
calls, WhatsApp, text messages, email and your public repair form. Each conversation sits
next to the property, the contact and any repair it is about.

## Channels

| Channel | How it reaches the desk |
| - | - |
| Phone | Your SortX number is answered by an AI assistant (below). Calls and voicemails appear under **Calls**. |
| WhatsApp | Messages to your WhatsApp Business number. Your staff reply from the inbox. |
| Text | Two-way text messages; staff reply from the inbox. |
| Email | Mail sent to your email-in address (**Settings → Channels → Email-in**). |
| Web form | `<your-agency>.sortx.co.uk/report`. |

Set them up in **Settings → Channels → Phone and WhatsApp** and **Email-in**.

## What the AI phone assistant does

* Finds and confirms the caller's address.
* Takes the repair down during the call and gives the caller a reference (`REP-…`).
* Tells a caller where their repair is, once it has checked who they are.
* Books a **call back** from your team when the caller needs a person.
* In office hours, **transfers the call** to your office number when the caller needs a
  person now, with a short brief for whoever answers. Set the transfer number in **Settings →
  Channels → Phone and WhatsApp**.

The repair it takes down goes to your staff to triage. It does not assign contractors or
promise dates.

## What your staff do

AI suggests: which property and contact a message is about, the tasks and call backs to
create, and where it should go. A person accepts or changes each suggestion. Nothing a
suggestion proposes happens until someone accepts it.

From a conversation, staff can raise a repair, link it to an existing one, or reply. A raised
repair continues in [Reactive repairs](/guides/reactive-repairs). The AI never writes a reply
for you, and it does not take repairs down from WhatsApp, text or email: your staff do.

When a tenant asks where their repair is, SortX prepares the answer from the repair's status
as a draft for staff to send. In **Settings → Channels → Phone and WhatsApp** you can let
SortX send those status replies itself; it is off until you turn it on.

## Complaints

The **Complaints** register keeps each complaint with the conversation or repair it came from.
Set how your agency handles them in **Settings → Repairs → Complaints**.


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