Emergency broken glass call-out Workflow

How do I set up this call-out workflow for my team?

Publish the template in your workspace and it's ready to run — there's no installation or development project. Your public request form goes live immediately, and you assign dispatcher and glazier tasks to your team members from there.

What information does the customer need to provide to start a call-out?

The request form asks for name, mobile, email, site address, whether it's an emergency, a description, photos and access notes. This gets captured straight into the call-out record with a reference number the customer can use to track progress.

Who handles the dispatch step, and what do they need to enter?

A dispatcher completes the Assign Glazier task, recording the assigned glazier and estimated arrival time. The workflow waits for this task, and once it's done those details save to the record and the customer gets a text with the arrival time.

What happens when the glazier finishes the on-site work?

The glazier records arrival time, findings, measurements, glass type needed, whether the glass was boarded up or reglazed, photos and the outcome. That outcome then routes the job — reglazed jobs move to completion, boarded-up jobs move to a make-safe path, with any other outcome handled separately.

What's the difference between a completed job and a made-safe job?

If the outcome is Reglazed, the status is set to Completed and the customer gets an emailed summary of the work. If the outcome is Boarded up with glass still needing replacement, the status is set to Made Safe, the customer is emailed what was found and what's still needed, and the office gets a task to prepare a quote for the remaining work.

How is customer feedback collected, and can I change the timing?

After a completed job, the workflow waits two days then sends a feedback form asking for an overall satisfaction rating and comments. You can adjust the wait period or the form questions by describing the change in plain English or editing the step in the workflow editor.

Can I customise the steps, messages or forms in this workflow?

Yes — describe the change you want in plain English, or edit steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can review what changed over time.

Does the office quote task hold up the rest of the workflow?

No. The Prepare Quote task is fire-and-forget, meaning the workflow doesn't wait for it to finish. Whatever the office enters, like quote notes, stays with that task and shows in the record's task list rather than on the record itself.

How does the customer stay updated without creating an account?

Customers interact only through the public request form and forms emailed to them — no account is needed. They receive an acknowledgement with their reference number, a safety advice text, an arrival time text, and email updates at completion or make-safe stage.

How can I track the status of active call-outs?

Every call-out is a record with a reference number, current status and a timeline of what happened. Table views and dashboards group records by status, so you can see at a glance which jobs are new, dispatched, completed or made safe.