Emergency plumber call-out Workflow

How do I set up the customer request form for call-outs?

The request form is ready to use as soon as you publish the workflow in your workspace. It captures name, mobile, email, site address, emergency type, description, photos and access notes, and creates a call-out record automatically. Customers submit it without needing an account, either publicly or via a link you share.

How does the dispatcher get notified to assign a plumber?

The workflow creates a task for the dispatcher to record the assigned plumber and estimated arrival time, and the workflow waits until that task is completed before moving on. Once submitted, those details save to the call-out record and the status updates to Dispatched. The customer then automatically receives a text with the estimated arrival time.

What happens when the plumber finishes the job on site?

The plumber completes a task recording arrival time, what was found, the cause, work done, parts used, photos and the outcome. The workflow waits for this task, then saves all of it to the call-out record. The next step routes automatically based on whether the outcome was Resolved, Made Safe, or something else.

What's the difference between a Resolved and a Made Safe outcome?

If the plumber marks the job Resolved, the status becomes Completed, the customer gets an emailed work summary, and a feedback form goes out two days later. If marked Made Safe - further work needed, the status becomes Made Safe, the customer gets an email explaining what was found and what's still needed, and a task is created for the office to prepare a quote.

Can I change the safety advice text or acknowledgement email wording?

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

Who needs access to run this workflow day to day?

You need workspace members set up as either admins or plumbers/dispatchers, since tasks like assigning a plumber or recording job details are assigned to team members. Customers never need an account — they interact only through the public request form and emailed forms like the feedback request.

How is the feedback request handled and where do the answers go?

Two days after the job is marked Completed, the workflow automatically sends the customer a feedback form asking for an overall satisfaction rating and comments. Since the workflow doesn't wait on this step, those answers are saved to the call-out record as an emailed form response, viewable in the record's timeline.

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

No. The office quote task is created without the workflow waiting for it, so the call-out record's status stays at Made Safe while the office works on the quote separately. Quote notes entered on that task stay with the task itself, shown in the record's task list rather than as fields on the record.

Can I track how many call-outs are open, dispatched or completed at any time?

Yes. Every call-out is a record with a reference number, status and full timeline of what happened. Table views and dashboards in your workspace show records grouped by status, so you can see at a glance how many are New, Dispatched, Completed or Made Safe.