Workflow Template
Gas leak / gas fault call-out Workflow
Manages emergency gas leak and gas fault call-outs from intake through dispatch, gas fitter attendance, and resolution — including safety SMS, dispatcher and gas fitter tasks, outcome-based customer communication, and follow-up feedback collection.
A worried customer smells gas, fills in a call-out form, and from that moment the clock is ticking — someone has to acknowledge them, send safety advice, get a gas fitter assigned, and keep the customer updated while the job is sorted. This workflow handles that whole sequence automatically: it logs the call-out as a record, sends an instant acknowledgement and safety SMS, gives the dispatcher a task to assign a gas fitter and share the arrival time, then waits for the gas fitter's findings before routing the job to the right outcome — repaired, made safe, disconnected, or otherwise. For the team, that means fewer calls chasing status, a clear record of what happened at each step, and customer communication that goes out without anyone having to remember to send it.
Business Outcomes
- Faster acknowledgement and safety messaging to customers at the moment of intake
- Clearer handoff between dispatcher and gas fitter with arrival time shared automatically
- Outcome-based follow-up that matches the communication to what was actually found
- Fewer manual status updates thanks to automatic record status changes at each stage
- Structured feedback collection two days after job completion to help track service quality
Workflow Steps
Steps
- 1Create Call-out Recordcreate record
Registers the submitted call-out as a new record.
- 2Set Status: New Call-outupdate record
Sets the call-out status to New Call-out.
- 3Email Acknowledgementsend email
Sends the customer an acknowledgement email with their reference number.
- 4Text Safety Advicesend sms
Sends the customer immediate gas safety advice by SMS.
- 5Dispatcher: Assign Gas Fittercreate task
Dispatcher records the assigned gas fitter and estimated arrival time.
- 6Save Dispatch Detailsupdate record
Persists the assigned gas fitter and estimated arrival time to the record and sets status to Dispatched.
- 7Text Estimated Arrival Timesend sms
Texts the customer the estimated arrival time of the gas fitter.
- 8Gas Fitter: Attend and Record Findingscreate task
Gas fitter records what was found, the fault location, isolation status, work done, test results, photos and outcome.
- 9Save Gas Fitter Findingsupdate record
Persists the gas fitter's findings, work performed and outcome to the record.
- 10Route on Job Outcome
Routes the workflow based on the outcome recorded by the gas fitter.
outcome: "Repaired"→Set Status: Completedoutcome: "Made safe - further work needed"→Set Status: Made Safeoutcome: "Appliance disconnected"→Set Status: Appliance DisconnectedDefault→End - 11Set Status: Completedupdate record
Sets the call-out status to Completed.
- 12Email Repair Summarysend email
Emails the customer a summary of the work done.
- 13Wait 2 Days Before Feedback Request
Pauses for two days before requesting customer feedback.
- 14Request Feedbackrequest external input
Sends the customer a feedback form with a 1-5 rating and comments.
- 15Set Status: Made Safeupdate record
Sets the call-out status to Made Safe.
- 16Email Made Safe Noticesend email
Emails the customer what was found and the further work still needed.
- 17Office: Prepare Quotecreate task
Creates a fire-and-forget task for the office to prepare a quote for the further work needed.
- 18Set Status: Appliance Disconnectedupdate record
Sets the call-out status to Appliance Disconnected.
- 19Email Disconnection Noticesend email
Emails the customer that the appliance was disconnected as unsafe, with what was found.
Fields
- Name
- Mobile*
- Site Address
- Problem*
- Description
- +14 more fields
Forms
Gas Leak / Gas Fault Call-Out Request
8 fields
Data Views
Gas Call-outs
customer_name, site_address, problem, assigned_gas_fitter +2 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send SMS in the workflow
Twilio
AWS SNSSend email in the workflow
AWS SES
Similar Categories
FAQs
Do I need any technical setup to get this running?
No — this is a template, so a workspace can publish it and start taking gas call-out requests within minutes. There's no installation or development project involved, so the dispatcher and gas fitters can be using it the same day.
Can my team customise the steps to match how we actually work?
Yes. You can describe the change you want in plain English or edit the steps directly in the workflow editor, and earlier versions of the workflow are kept if you want to compare or roll back. This makes it easy to adjust things like the safety SMS wording or add extra fields to the gas fitter's findings.
Who is involved in this workflow day-to-day?
A dispatcher is assigned the task of recording the gas fitter and estimated arrival time, and the workflow waits for that before texting the customer. The gas fitter is then assigned a task to record what they found on-site — including fault location, isolation status, work done, test results and outcome — and the workflow waits on that too before deciding what happens next.
What happens at the outcome decision point?
Once the gas fitter records the outcome, the workflow routes the record down one of four paths: Repaired, Made Safe – further work needed, Appliance Disconnected, or another outcome. Each path sets a different status, sends a different customer email, and — for the Made Safe path — creates a task for the office to prepare a quote for further work.
Does the customer need to create an account to use this?
No — customers submit the initial call-out through a public request form and receive follow-up forms, like the feedback request, by email. They never need to log in or set up an account at any point in the process.
Is this suitable for a small team without a lot of admin support?
Yes, it's designed to reduce manual admin — the acknowledgement, safety SMS, arrival time text, and outcome-based emails all go out automatically based on what's recorded. That leaves the dispatcher and gas fitter free to focus on the job itself rather than chasing updates.
What happens if the appliance has to be disconnected?
If the gas fitter records the outcome as Appliance Disconnected, the record status is set to Appliance Disconnected and the customer is emailed a notice explaining the appliance was disconnected as unsafe, along with what was found. This gives the customer a clear written record of the finding and next steps.
How is customer feedback collected, and what happens to it?
Two days after the job is marked Completed, the workflow sends the customer a feedback form asking for an overall satisfaction rating and any comments. Since the workflow waits for this form's submission, the responses are saved directly to the call-out record for the team to review.
Can we see the status of all our current call-outs at a glance?
Yes — each call-out is a record with its own reference number, status, and timeline of what's happened so far. Table views and dashboards let you see records grouped by status, such as New Call-out, Dispatched, or Completed, so the team can spot what needs attention.
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