Emergency call-out request and dispatch Workflow

What happens if the customer indicates someone is at risk?

The workflow branches at the 'Check If Anyone Is At Risk' step and immediately texts the customer to call emergency services if life or property is in danger. The call-out record still moves forward with acknowledgement and confirmation messages, and dispatch continues in parallel, so the office isn't left waiting to see the request.

Can this handle a job where the technician can't fix everything on site?

Yes. When the technician records an outcome of 'Made safe - further work needed,' the workflow sets the status to Made Safe, emails the customer what was found and what work remains, and creates a fire-and-forget task for the office to prepare a quote within 2 days. The quote notes stay with that task rather than the record, since the workflow doesn't wait for it.

What if the technician is unable to complete the job at all?

The 'Route On Job Outcome' step detects an outcome of 'Unable to complete,' sets the status to Unable to Complete, and emails the customer a summary of what was found along with next steps. This keeps the customer informed even when the visit doesn't resolve the issue.

How is the technician assigned to a call-out?

A dispatcher task is created and due within 1 day, asking a team member to assign a technician and record an estimated arrival time. The workflow waits for this task, so the assigned technician and ETA are saved directly to the record and the customer is texted the ETA once it's confirmed.

What information does the technician capture on site?

The technician's task asks for arrival time, findings, work done, parts used, photos and an outcome, with no due date since job length can vary. All of these answers are saved to the record because the workflow waits for the task, giving the office a full picture of the visit.

Does the customer need to create an account to submit a request or respond to forms?

No account is needed. Customers submit the initial request through a public form and later respond to the feedback request through a form emailed directly to them, using their reference number to track progress.

What happens after a job is marked Resolved?

The status is set to Completed and the customer receives an email summary of the work done. Two days later, the workflow automatically sends a feedback form asking for a 1-5 satisfaction rating and any comments, without needing manual follow-up.

Can this workflow be customised for our own process?

Yes, a workspace can describe the change it wants in plain English or edit the steps directly in the workflow editor, such as adjusting task due dates or message wording. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

Who is involved in handling a call-out from start to finish?

A dispatcher is assigned the task of allocating a technician and estimated arrival time, and a technician is assigned the task of performing the job and recording findings. Office staff are separately tasked with preparing a quote when further work is identified, and all tasks are tracked against the record's timeline.

How does the record show where a call-out stands at any point?

Each call-out is a record with a reference number, a status such as New Call-out, Dispatched, Completed, Made Safe or Unable to Complete, and a timeline showing what happened at each step. Table views and dashboards let staff see call-outs grouped by status, and workspace activity is logged for reference.