Emergency lockout call-out Workflow

Do I need any technical setup to start using this workflow?

No — this template is ready to use straight away. Your workspace publishes it in minutes and you can start taking emergency lockout requests immediately, with no installation or development project needed.

Can my team customise the steps or messages later?

Yes. You can describe the change you want in plain English, or edit the workflow's steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can see what changed and when.

Who is involved in handling a call-out — do customers need to log in?

Customers submit the initial request through a public form and receive updates and the feedback request by email or SMS — they never need an account. Internally, tasks are assigned to your team members: one for the dispatcher to assign a locksmith, one for the attending locksmith to record job details, and one for the office to prepare a quote when a lock needs replacing.

What happens if the locksmith can't gain access?

When the locksmith records the outcome as 'Refused - ID not verified', the workflow sets the call-out status to Refused and emails the customer explaining that access could not be granted without proof of residence or ownership. This decision point is driven entirely by what the locksmith enters on their on-site task.

Is this workflow suitable for tracking jobs that need a follow-up quote?

Yes. If the locksmith records the outcome as 'Access gained - lock needs replacing', the status changes to Lock Replacement Needed, the customer is emailed about what was found, and a task is created for the office to prepare a quote within 2 days. That task doesn't hold up the rest of the workflow, so the call-out can still move toward completion while the quote is prepared.

How does the dispatcher know when to assign a locksmith?

As soon as a request comes in, the workflow creates a call-out record and a task for the dispatcher due within 1 day, asking them to assign a locksmith and estimate arrival time. The workflow waits for this task, so the assigned locksmith and estimated arrival time are saved to the record and the customer is texted the arrival estimate.

Can my team see the full history of a call-out?

Yes. Each call-out is a record with a reference number, a current status, and a timeline showing every step that's happened, from the initial request through dispatch, on-site work and completion. Table views and dashboards let your team see call-outs grouped by status at a glance.

What information does the customer feedback form collect?

Two days after the job is marked Completed, the workflow automatically sends the customer a feedback form asking for an overall satisfaction rating from 1 to 5 and any comments. Since the workflow doesn't wait on this form, the answers are saved to the record's timeline once the customer responds.

Do I need to record proof-of-access details manually?

The SMS sent when the locksmith is on the way explains the proof-of-access requirement to the customer, and the locksmith's on-site task captures whether ID was checked along with the entry method and outcome. Each business should confirm what proof-of-access records it needs to keep for its own compliance purposes, but the workflow keeps a record of what was entered and when.