Carpet cleaning quote / booking Workflow

What happens if the customer doesn't respond to the quote email?

The workflow waits at the quote step until the customer replies with Accept or Decline through the emailed form. The record's status stays at Quote Accepted or Quote Declined only once a decision is logged, and the timeline shows the request is still awaiting a reply in the meantime. The office can check table views by status to see which quotes are still pending.

Can this handle a customer who neither accepts nor declines clearly?

The workflow includes an 'otherwise' route alongside Accept and Decline, so any reply that doesn't match those two options is routed separately rather than causing an error. A workspace can customise this route in the workflow editor to add a follow-up task or message for those cases. The comments field on the quote reply form also captures any additional context the customer provides.

What if the office needs to revise a quote after it's already been sent?

The quote step and its details are recorded on the request, so office staff can review what was quoted via the record timeline before making changes. Since the workflow can be edited by describing the change in plain English or updating steps directly, a workspace can add a re-quote path if that's a regular need. Earlier versions of the workflow are kept, so changes don't affect requests already in progress.

Who is involved in getting a job from quote to completion?

Office staff are assigned the Prepare Quote and Schedule Job tasks, entering quote amounts, service dates, and technician assignments that the workflow waits on before moving forward. A carpet cleaning technician is assigned the Complete Job task, recording completion notes, before and after photos, drying time advice, and the final invoice amount. The customer takes part entirely through the emailed quote reply form and feedback form, with no account needed.

What happens at the quote decision point?

Once the customer replies to the quote email, the workflow routes based on their answer: Accept sets the status to Quote Accepted and moves into job scheduling, while Decline sets the status to Quote Declined and triggers a thank-you email. Any other reply falls into the otherwise route. Each outcome is reflected in the record's status and timeline.

Can we change what information is collected on the request form?

Yes, the request form fields can be adjusted since the workflow is edited by describing the change in plain English or updating it directly in the workflow editor. Fields like Number of Rugs, Stains or Odours, or Extras can be added, removed, or adjusted to match what the office needs for quoting. Previous versions of the workflow are kept, so this can be done without losing the existing setup.

What if the technician can't complete all the requested work on-site?

The technician's Complete Job task records Completion Notes as free text, so any deviations from the original request or extras that couldn't be completed can be noted there. This information is saved to the record along with before and after photos and the final invoice amount, giving the office a documented record of what actually happened on the job. The final invoice amount field also allows for adjustments from the original quote.

How does the feedback request get sent, and can it be skipped?

The workflow waits two days after the completion thank-you email before sending the feedback form, which asks for an Overall Satisfaction rating and Comments. Since answers to emailed forms are saved to the record, feedback responses appear in the request's timeline once submitted. The wait period and form content can be adjusted in the workflow editor if a shorter or longer delay is preferred.

Can the workflow send SMS instead of email at any step?

Email is built into every messaging step in this workflow, and a workspace can optionally send through its own AWS SNS or Twilio account for SMS if that channel is added to a step. Adding SMS to a specific step, such as the service date confirmation, is done by editing that step in the workflow editor. This can be tailored per workspace without affecting the rest of the process.

Is there a way to take payment for the job through this workflow?

A workspace can connect Stripe for online payments, though a payment step needs to be added to the workflow for it to take effect at a chosen point, such as after quote acceptance or job completion. Connecting Stripe on its own doesn't change how this workflow runs until that step is included. This can be set up by editing the relevant step where payment should occur.