ChatBot.com, LiveChat and Simpro for Earthridge AI Integration
We have built a custom Symfony-based integration connecting ChatBot.com and LiveChat.com on the Earthridge website directly to Simpro. The integration automatically captures customer enquiries, attachments, and chat histories, creating new customer records and service jobs without manual input. This streamlined workflow has improved efficiency, reduced administrative workload, and ensured accurate handling of hundreds of interactions every month.
From Manual Support to a Connected Service Workflow
Before the project, most customer questions ended up with someone from the Earthridge team getting involved. People were calling or messaging support just to ask basic things: product details, compatibility, installation questions, or simple troubleshooting. The information existed, but it was scattered across different manufacturer websites and documents, so customers couldn’t easily find it themselves.
We started by fixing that problem first. We built a proper knowledge base for the chatbot by collecting and organising product information from multiple manufacturers, including Triton, Armera and others. We pulled together details for hundreds of products, added common questions, and structured everything so the chatbot could actually guide people to an answer instead of just replying with generic messages.
Then we built the workflows. If the chatbot could solve the problem, it did. If it couldn’t, it moved the conversation forward instead of blocking the user. Depending on the situation, it either created a service enquiry directly in Simpro or passed the conversation to LiveChat, where an agent could step in and continue without losing any context. From there, the job was created automatically in Simpro.None of this was done once and left alone. We tested, adjusted, and reworked the flows again and again until edge cases stopped breaking the experience. The end result is a system where most questions never reach support, and the ones that do arrive already contain everything the team needs to act on them.
Project Type:
AI ChatBot / LiveChat / CRM Integration
Services provided:
AI Software Custom Coding
Year Created:
2025
About Earthridge
Earthridge International Ltd is Ireland’s leading importer and main distributor for top brands including Triton Showers, Atlantic Water Heaters, WILO Pumps, Hydrophon Super Seal, Armera Designer Furniture, and Ridder Bathroom Accessories. Beyond supplying these products, Earthridge provides a full in-house backup service for all its top brands across all 32 counties of Ireland.
With warehouse facilities in Maynooth, Cork, and Newry, Earthridge can efficiently manage distribution across the country. Their highly trained staff are always ready to answer queries and provide support, ensuring customers receive both expert advice and reliable service.
Earthridge continually adapts to global and market trends while staying true to its core values of service, supply and customer care. Managing hundreds of customer interactions across phone, email and chat requires systems that match this commitment — a challenge that led to the development of a fully integrated workflow with ChatBot.com, LiveChat.com and Simpro.
The Challenge
Before the integration, we have created a brand new website for Earthridge and learnt in the process about additional issues we were to solve. When we started, there was no chatbot. There was no live chat. There was no automation.
Every customer question came in through traditional channels and had to be handled manually from start to finish. There was no self-service layer, no structured way to collect information, and no consistent path from a customer question to a service job. Everything depended on people remembering steps and moving information between systems.
Before building anything, we had to step back and solve a different problem first: choosing the right tools. We tested and reviewed chatbot and live chat platforms, checked how flexible they were, how well they handled data, and whether they could realistically integrate with Simpro. Only after confirming they could do the job did we introduce ChatBot.com and LiveChat.com to Earthridge.
The real challenge wasn’t just adding new tools. It was making sure they would work together as one system, not three disconnected platforms. Earthridge needed a setup that would scale, reduce manual work and still feel simple for both customers and staff. That meant designing the whole workflow before writing a single line of code — and only then building it properly.
Implementation
To streamline Earthridge’s website chat interactions, Digital Lab built a custom middleware application using the Symfony framework, hosted in a subdirectory of the Earthridge website. This middleware acts as the bridge between ChatBot.com, LiveChat.com and Simpro, ensuring customer enquiries are captured automatically, structured correctly and converted into service jobs without manual input.
Before building, we created a comprehensive knowledge base. We gathered product information from multiple manufacturers, including Triton and Armera, covering hundreds of products. We also compiled a database of frequently asked questions and mapped typical customer problems. This allowed the chatbot to resolve a wide range of queries on its own, reducing the need for customers to contact support.
Next, we built sophisticated workflows for both ChatBot.com and LiveChat.com. These workflows guide the customer through questions and answers, handling standard issues automatically. If a question could not be resolved, the system intelligently escalates: either creating a service enquiry directly in Simpro, or transferring the conversation to LiveChat for an agent to intervene. Each path preserves chat history, attachments, and structured customer information.
The middleware monitors events in real time:
ChatBot.com events collect detailed data (name, email, phone, address, Eircode, device model, fault description, attachments, chat transcript).
LiveChat.com events capture the conversation and customer details, and any missing information can be completed manually within Simpro.
Once the interaction is complete, the middleware automatically creates the customer record and service job in Simpro. Attachments are uploaded in the background to avoid delays in confirmation messages. Customers immediately receive confirmation through the chat interface.
The system underwent extensive testing, including edge cases, unusual queries and workflow exceptions. Workflows were adjusted and refined repeatedly to ensure every scenario would be handled correctly. Post-deployment, the middleware has been monitored continuously to maintain performance and reliability.
By combining a structured knowledge base, intelligent workflows, ChatBot.com and LiveChat.com, and the operational power of Simpro, Digital Lab created a system that resolves the majority of customer queries automatically, ensures nothing is lost, and dramatically reduces manual workload for the Earthridge support team.
Results / Impact
The system has changed the way Earthridge handles customer enquiries. Most questions now get answered automatically by the chatbot. The knowledge base and FAQs cover hundreds of products, so people don’t need to call support for basic information.
When a query can’t be solved automatically, it goes to LiveChat or directly into Simpro as a service job. Everything is already organized — chat history, attachments, and customer details — so agents don’t have to ask the same questions again.
Support staff spend far less time on repetitive work. Jobs are created faster and more accurately. Nothing gets lost. Customers get immediate answers when possible, and clear confirmation when a service request is needed.
The workflow is smoother. The team can handle growth without adding more staff. Automation takes care of the simple stuff. People step in only when it really matters.
Partner Spotlight
This integration was made possible through close collaboration between Digital Lab and the technology partners behind ChatBot.com, LiveChat.com and Simpro. Each platform played a critical role:
ChatBot.com enabled structured, automated data capture directly from the website.
LiveChat.com provided real-time customer support and conversation history.
Simpro served as the operational backbone, managing customer records, service jobs, and attachments efficiently.
Digital Lab designed and implemented the middleware that connected these systems, ensuring smooth data transfer, reliability, and seamless workflows. By combining these platforms, Earthridge now enjoys a fully automated and accurate process for handling customer service interactions, while their partners are highlighted as key enablers in the workflow.