Flooring quote request Workflow

What happens if the customer doesn't respond to the quote email?

The workflow waits at the Email Quote & Request Decision step until the customer submits their Accept or Decline response through the emailed form. Because the record's status stays at Quote Sent during this wait, staff can see from the table view or dashboard which requests are pending a decision and follow up directly with the customer if needed.

Can this handle a customer who neither accepts nor declines clearly?

Yes, the Route on Quote Decision step includes an 'otherwise' path in addition to Accept and Decline, so any response that doesn't match those two options is still routed rather than causing the workflow to stall. This gives staff a way to review unusual replies via the record's timeline and comments before deciding next steps.

What if the site inspection reveals the job needs different flooring than requested?

The estimator records their findings, including Subfloor Condition, Moisture Readings and Notes, during the Conduct Site Inspection task, and this information is saved to the record before the quote is prepared. The Prepare Quote task then lets the estimator set the actual Flooring Product and Scope of Works based on those findings, independent of what was originally requested on the form.

Who is responsible for each task in this workflow?

An estimator conducts the site inspection and prepares the quote, office staff schedule the job and assign an installer, and the flooring installer completes the job and records completion details. Each task is assigned to a workspace member and the workflow waits for it to be completed before moving the record forward.

What happens if the job takes longer than expected to complete?

The Installer: Complete Job task has no due date, so the workflow simply waits until the installer submits Completion Notes, Before Photos, After Photos and the Final Invoice Amount. The record's status remains at Job Scheduled during this time, giving staff visibility into which jobs are still in progress.

Can we customise the emails or the request form fields?

Yes, workflow steps including emails and forms can be changed by describing the change in plain English or by editing them directly in the workflow editor, and earlier versions are kept. This makes it possible to adjust wording, add fields to the request or feedback forms, or change what information tasks collect.

What if a customer wants to check the status of their quote without calling us?

Each quote request is created as a record with its own reference number, which is included in the acknowledgement email sent right after submission. While customers interact through the request form and emailed forms rather than a logged-in account, staff can look up the record by reference number to see its current status and full timeline at any time.

How does the workflow handle the feedback request timing?

After the Thank-You & Final Amount email is sent, the workflow waits two days before sending the feedback form, giving the customer time to settle into their finished flooring before rating the job. The feedback form asks for an Overall Rating and Comments, which are saved to the record once submitted.

What information stays on the record versus staying with a task?

Because the workflow waits for tasks like the site inspection, quote preparation, job scheduling and job completion, the details entered on those tasks are saved directly to the record. This means inspection findings, quote amounts, schedule details and completion notes are all visible in the record's data and timeline, not just attached to an individual task.

Can this workflow support jobs with stairs or removal of existing flooring?

The request form already captures whether there are stairs and whether existing flooring needs removing, so this information is available to the estimator from the very first submission. It's included in the record for reference during the site inspection and quote preparation steps, helping the estimator scope the job accurately.