Smart Comment, a ServiceTrade Smart Assistant, takes the rough notes a tech enters on a work order and drafts a clear service comment the customer can follow. The draft covers what was done, why it matters, and what comes next, and your team reviews it before it goes out. It runs inside ServiceTrade, so the draft draws on the work order, asset history, and customer record.
By the time a tech finishes a service call, the hard part is done and the write-up gets whatever time is left. A note like “replaced belt, noisy bearing, recommend look at motor” is accurate, and it’s all the tech needs to remember the visit. The customer reading it later still has to work out what was wrong, how serious it is, and what they’re being asked to approve.
Those open questions turn into back-and-forth calls, and the calls land on the office, where someone ends up explaining the note or rewriting it between other jobs. For mechanical contractors balancing PM contracts, emergency calls and project work, that time adds up.
What Smart Comment does
Smart Comment is one of ServiceTrade’s Smart Assistants. It takes the rough notes a tech enters on a work order and drafts a clear, professional service comment. Your team reviews it and sends it.
- What happened: The work performed, in plain language the customer can follow
- Why it matters: The condition found and the risk of leaving it alone
- What comes next: The recommended follow-up, so approval is an easy yes
It is assistive. A person stays in control of what goes to the customer.
Where it saves your team time
- Techs: Type the quick version in the field and move to the next work order, without polishing the wording
- Dispatch and front office: Stop rewriting notes before they reach the customer
- Service managers: See consistent, professional communication from every tech, not just the best writers
- Customers: Get a clear account of the visit and a recommendation they can act on, which means fewer calls asking what the notes meant
Why generic AI tools fall short here
Pasting notes into an outside chatbot means copying data between systems and losing the job context.
Smart Comment works inside ServiceTrade, where the work order, asset history and customer record already live. It is built on 14 years of commercial service history, so the draft reflects how the work is actually done.
The results our customers are seeing
- 95% acceptance rate on AI-generated communication
- Smart Comment sits alongside Smart Scan (6x faster asset creation, from 60 seconds to 10) and Smart Summary, so documentation moves faster from the field to the customer
Why this matters for mechanical contractors
Margin gets made or lost in the follow-up. A deficiency that the customer understands gets approved. One buried in shorthand sits in a queue.
Clear service comments help turn each visit into billable follow-up work and keep customers informed through the Service Portal.
- Faster approvals on recommended repairs
- Fewer clarification calls to the office
- A consistent voice across every tech and every location
Smart Assistants are included for customers on the Premium and Enterprise plans.
SEE SMART ASSISTANTS IN ACTION →
FAQs
Smart Comment is a ServiceTrade Smart Assistant that turns a tech’s rough work order notes into a clear, professional service comment for the customer. The draft explains what was done, why it matters, and what comes next. Your team reviews it before it goes out.
A tech types a quick note on the work order and moves on. Smart Comment drafts a comment using the job context already in ServiceTrade: the work performed, the condition found and the risk of leaving it, and the recommended follow-up. Someone on your team reviews and sends it.
No. Smart Comment is assistive, so it drafts the comment and a person on your team reviews and sends it. A person stays in control of what goes to the customer.