CCTV drain inspection request Workflow

How do I set up this workflow for my team?

Publish the template in your workspace and it's ready to run immediately, no installation needed. You'll want to add your office staff and drainers as workspace members so tasks like scheduling and inspections can be assigned to them. The public request form is live as soon as you publish, so customers can start submitting requests right away.

How long does it take to get a new request workflow running?

Since the template is ready to use out of the box, a workspace can publish it and start taking live requests in minutes. There's no development project or setup delay. You can start refining details like email wording or task assignments once real requests are flowing through.

Can I change the questions on the intake form?

Yes, you can describe the change you want in plain English or edit the form fields directly in the workflow editor. Earlier versions of the workflow are kept, so you can compare or revert if needed. This makes it easy to add or remove fields like access notes or drain types as your process evolves.

Who is responsible for scheduling the inspection?

The office team handles scheduling through a task that the workflow waits for, recording the inspection date and assigned drainer directly on the record. Once that's saved, the customer automatically gets a booking confirmation email with the date. This keeps scheduling accountable to a specific step rather than getting lost in email threads.

What happens after the drainer completes the inspection?

The drainer records findings including lines inspected, pipe material, defects, overall condition, footage, photos and recommended work, all of which the workflow waits for and saves to the record. From there, the workflow routes automatically based on the overall condition entered. This determines whether the customer gets a repairs-recommended email or a clear result email next.

What happens if the inspection finds major or minor defects?

The workflow sets the status to Repairs Recommended and emails the customer the findings and recommended work. It also creates a task for the office to prepare a repair quote within 2 days. That task isn't one the workflow waits for, so it appears in the record's task list and the quote notes stay attached to that task.

What happens if the drains are found to be in good condition?

If the overall condition is Good, the status is set to Clear and the customer receives an email confirming the drains are in good condition. No repair quote task is created in this case, since it's only triggered when repairs are recommended.

Do customers need to create an account to submit a request or respond?

No, customers submit their inspection request through a public form and receive all follow-up communication, including booking confirmations and findings, by email. They can respond to any emailed forms without ever needing to log in or set up an account.

Can I see the status of all inspection requests at a glance?

Yes, each request becomes a record with a reference number, a status, and a timeline showing what's happened at each step. Table views and dashboards show these records grouped by status, such as Booked, Repairs Recommended, or Clear, so you can track progress across all active requests.

Can I customise the emails sent to customers?

Yes, the acknowledgement, booking confirmation, findings, and clear result emails can all be edited by describing the change in plain English or updating the step directly in the workflow editor. This lets you match the tone and detail level to your business without needing a developer.