Drain cleaning booking request Workflow

What does this workflow record for each booking request?

Each submission creates a drain_request record with a reference number, a status and a timeline of activity. As the process moves forward, the record captures the visit date, assigned drainer, cause found, cleaning method, work done, photos and outcome, along with each status change such as New Request, Booked, Completed, Further Work Required or Unable to Complete.

Who is involved in handling a drain cleaning booking?

Office team members are assigned the booking task to confirm a visit date and drainer, with the due date set automatically based on the urgency selected on the request form. The assigned drainer then completes a task to record inspection findings, cleaning method, work done and outcome, while the customer receives acknowledgement, visit confirmation and outcome emails without needing an account.

How does the workflow decide when a visit is booked?

The workflow routes the booking task based on the urgency selected on the request form: urgent requests generate an office task due in 1 day, standard requests generate a task due in 3 days, and other cases follow the default routing path. The workflow waits for the office to complete this task before the visit date and assigned drainer are saved to the record.

What happens after the drainer records inspection findings?

Once the drainer submits the cause found, cleaning method, work done, photos and outcome, these details are saved to the record and the workflow routes based on the outcome selected. A cleared outcome moves the record to Completed with a summary email to the customer, further work needed triggers a findings email and an office task to prepare a quote, and an inability to complete sends the customer a findings email reflecting that status.

How do we change this workflow to suit our own process?

A workflow can be adjusted by describing the desired change in plain English or by editing its steps directly in the workflow editor, such as changing due dates, message wording or the urgency thresholds used for routing. Earlier versions of the workflow are kept, making it straightforward to review or revert changes made over time.

How is customer feedback collected and where is it stored?

Two days after the completion summary is sent, the workflow sends the customer a feedback form asking for an overall satisfaction rating and any comments. Because the workflow does not wait for this form, the responses are saved as answers on the record's timeline rather than held on a pending task.

What is captured when further work is needed or a job can't be completed?

When the outcome indicates further work is needed, the status is set to Further Work Required, the customer is emailed the findings and next steps, and an office task to prepare a quote is created with quote notes recorded on that task. When the job cannot be completed, the status is set to Unable to Complete and the customer receives an email summarising the findings.

Can customers track the status of their booking request?

Customers are kept informed through emailed updates at each key stage, including acknowledgement of their request, confirmation of the visit date, and a summary or findings email once the job outcome is determined. Internally, staff can view the record's current status and full timeline in table views and dashboards to see where each request stands.

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

Customers take part entirely through the public request form and the emailed forms sent to them during the process, such as the feedback request. Each interaction is tied to their record through the reference number, so no account setup is required at any stage.