Commercial cleaning quote request Workflow

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

The record stays at Quote Sent status until the customer submits the accept or decline form, so staff can see at a glance which quotes are still outstanding. Table views and dashboards group records by status, making it easy to spot quotes awaiting a decision and follow up manually if needed. Nothing further happens automatically until the form is submitted.

What happens if the customer selects something other than Accept or Decline?

The routing step includes an 'otherwise' branch for any response that isn't a clear Accept or Decline. This lets a workspace direct unclear or unexpected responses down a separate path rather than forcing them into the accepted or declined flow. The specific handling for that branch can be customised to match how the team wants to manage ambiguous replies.

Can this handle a site inspection that takes longer than 2 days?

The estimator's inspection task has a 2-day due date, but the workflow waits for the task to be completed regardless of when it's finished. The due date is a target for tracking purposes, visible on the record's timeline, rather than a hard cutoff that stops the process. Staff can still complete and submit the inspection task after the due date and the workflow continues from there.

What if the price or scope needs to change after the quote is prepared?

The estimator's quote details, once saved, are on the record and can be reviewed or corrected before the quote is sent to the customer. If a change is needed after the customer receives the quote, an admin or member can edit the record or use the workflow editor to adjust how re-quoting is handled. Earlier versions of the workflow are kept, so changes can be made without losing the original setup.

Who is responsible for each task in this workflow?

The estimator handles the site inspection and quote preparation tasks, the office team schedules the job start date and cleaning team, and the cleaning team records job completion. Each task is assigned to a workspace member and the workflow waits for it to be completed before moving to the next step. Task assignments can be adjusted to match how a specific workspace organizes its staff.

What happens if the final invoice amount changes after the job is completed?

The final invoice amount is entered by the cleaning team as part of the job completion task and saved to the record, then included in the completion thank-you email sent to the customer. If the amount needs correcting afterward, staff can update the record directly. Any change made this way is reflected in the record's timeline.

Can we customise the questions on the intake or feedback forms?

Yes, the request form and the emailed feedback form can both be edited by describing the change in plain English or using the workflow editor to adjust the fields directly. This makes it possible to add, remove, or reword questions like the feedback rating scale or the special requirements field. Earlier versions of the workflow are kept, so changes can be reviewed or reverted.

What if a customer declines the quote but later wants to reconsider?

Once a quote is declined, the record status is set to Quote Declined and a thank-you email is sent, closing out that path in the current workflow run. If the customer later gets in touch, staff can review the full record timeline, including the original inspection and quote details, to help prepare a new quote request. A new record can be created for the follow-up request.

Does the customer need an account to submit forms or respond to emails?

No, customers take part entirely through the public request form and the forms emailed to them at each stage, such as the quote decision and feedback forms. They never need to create or log into an account to submit information or respond. All their submitted answers are saved to the record automatically.

What if we want to send SMS updates instead of or alongside email?

SMS is built into the platform, and a workspace can send messages through its own Twilio or AWS SNS account if preferred. The steps in this workflow currently use email, but SMS steps can be added or substituted using the workflow editor or by describing the change in plain English. This gives flexibility to match how customers prefer to be contacted.