Customer access / key collection authorisation Workflow

Why should we automate key collection authorisation instead of managing it by phone or email?

Manually tracking access authorisation, key handover, and return typically relies on scattered phone calls, texts, and sticky notes, which makes it easy to lose track of who has keys and when they were returned. This workflow captures authorisation details on a public request form, assigns technician tasks with due dates for key collection, and records every handover and return on the job record. That gives your team a single, timestamped view of access status instead of relying on memory or informal notes.

What happens if the customer chooses an access method other than key collection?

The workflow routes based on the Access Method field submitted on the request form. If the customer selects Collect keys, the record moves into key collection handling with technician tasks for recording collection and return details; any other access method skips that handling and the record proceeds without those steps. This keeps the workflow relevant to how access is actually being managed for each job.

Who is responsible for recording key collection and return details?

Technicians are assigned two tasks on the record: one due in one day to record key collection details such as the date, time, key tag number, and who handed over the keys, and a second task with no due date to record job completion, property security, and key return details. The workflow waits for both tasks to be completed before the record status updates, so the information technicians enter is saved directly onto the record.

How does the customer know what's happening with their keys and property access?

The customer receives an acknowledgement email with their reference number as soon as authorisation is submitted, an SMS confirming when the team has collected their keys, and a final email confirming job completion and that the property was left secure, including key return details when relevant. Customers never need an account to receive these updates, as they are sent directly to the email and mobile number provided on the authorisation form.

Can we customise the fields on the access authorisation request form?

Yes, the request form and its fields can be adjusted by describing the change in plain English or editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes to fields like lockbox codes, alarm instructions, or authorised access dates can be made without losing the ability to revert.

What status information is tracked on each access authorisation record?

Each submission becomes a record with a reference number and an access status field that moves from Authorised to Keys Held to Access Closed as the job progresses. The record's timeline shows what happened at each stage, and table views and dashboards let staff see records grouped by status across all active jobs.

Does this workflow help with compliance around property access and key handling?

The workflow records the customer's authorisation statement, access instructions, and key custody details such as who collected and returned keys and when, all logged in the record's timeline. This creates a clear operational record of what was captured and by whom, though each business should confirm its own compliance and record-keeping obligations for property access and key handling.

What is the practical benefit of separating the key collection task from the job completion task?

Splitting these into two technician tasks means key collection is tracked with a one-day due date, prompting timely pickup, while job completion and property security details are recorded once the actual work is finished, which may take longer. This structure keeps the record accurate at each stage and lets the customer receive a collection confirmation SMS well before the final completion email.

Can this workflow handle jobs where the property has pets or specific alarm instructions?

Yes, the request form captures fields for pets on site and alarm instructions alongside the lockbox code or access instructions, so this information is saved to the record for technicians to reference. These details support safer, better-informed visits without requiring a separate communication channel.