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Workflow Template

Job booking and scheduling Workflow

Handles a customer's service booking from intake through office scheduling, technician job completion, return-visit handling, and post-job feedback collection.

Service businesses lose time juggling booking requests, technician schedules and return visits across phone calls and spreadsheets. This workflow takes a customer's service request from a public form through office scheduling, technician job completion, return-visit handling and post-job feedback, all tracked on one record. Office staff and technicians run it day to day, with customers kept updated by email and SMS at each stage.

Business Outcomes

  • Fewer missed or double-booked jobs through structured office scheduling
  • Faster customer updates with automatic booking acknowledgement, confirmation and completion emails
  • Clearer handling of return visits so no follow-up job gets lost
  • More consistent job records with work done, materials, time on site and photos captured every time
  • Higher feedback response rates with an automatic post-job survey

Workflow Steps

Steps

  1. 1
    Create Job Booking Recordcreate record

    Registers the incoming booking request as a job booking record.

  2. 2
    Set Status to New Bookingupdate record

    Marks the record status as New Booking.

  3. 3
    Email Booking Acknowledgementsend email

    Sends the customer an acknowledgement email with their booking reference number.

  4. 4
    Office: Schedule Bookingcreate task

    Office schedules the job, recording the booking date, arrival window, assigned technician and estimated duration.

  5. 5
    Save Scheduling Details & Set Booked Statusupdate record

    Persists the booking date, arrival window, technician and duration to the record and sets status to Booked.

  6. 6
    Email Booking Confirmationsend email

    Emails the customer the confirmed booking date and arrival window.

  7. 7
    SMS Booking Confirmationsend sms

    Texts the customer a short booking confirmation.

  8. 8
    Technician: Complete Jobcreate task

    Technician records the work done, time on site, materials used, photos and job outcome.

  9. 9
    Save Job Details to Recordupdate record

    Persists the work done, time on site, materials used and photos to the record.

  10. 10
    Route on Job Outcome

    Branches the workflow based on whether the job was completed or needs a return visit.

    job_outcome: "Completed"→Set Status to Completed
    job_outcome: "Return visit needed"→Set Status to Return Visit Needed
    job_outcome: "Customer not home"→Set Status to Return Visit Needed
    Default→Set Status to Return Visit Needed
  11. 11
    Set Status to Return Visit Neededupdate record

    Updates the record status to Return Visit Needed.

  12. 12
    Email Return Visit Noticesend email

    Informs the customer that another visit needs to be booked and the office will be in touch.

  13. 13
    Office: Arrange Return Visitcreate task

    Fire-and-forget task for the office to arrange the return visit as a new booking.

  14. 14
    Set Status to Completedupdate record

    Updates the record status to Completed.

  15. 15
    Email Job Completion Summarysend email

    Emails the customer a summary of the work done.

  16. 16
    Wait 2 Days Before Feedback Request

    Pauses for two days after job completion before requesting feedback.

  17. 17
    Request Customer Feedbackrequest external input

    Sends the customer a feedback form with a 1-5 rating and comments.

Fields

  • Full Name*
  • Email Address*
  • Mobile Number*
  • Site Address*
  • Service Required*
  • Job Description*
  • +16 more fields

Forms

Service Booking Request

10 fields

Data Views

Job Bookings

customer_name, site_address, service_type, booking_date +2 more

Dashboard Widgets

Bookings by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

  • Send SMS in the workflow

    Twilio logoTwilioAWS SNS logoAWS SNS

  • Send email in the workflow

    AWS SES logoAWS SES
job booking and schedulingtradetrades

Similar Workflows

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Similar Categories

operations management

FAQs

How do I set up this job booking workflow for my team?

Publish the template in your workspace and it's ready to run live bookings straight away, no development project needed. You can then adjust the request form fields, email wording or scheduling task to match how your office works, either by describing the change in plain English or editing steps in the workflow editor.

Who fills in the request form and do they need an account?

Customers submit the public request form themselves, entering their name, contact details, site address, service required and job details, no account required. They also receive follow-up forms and emails at their address without ever needing to log in.

What happens when the office schedules a job?

The workflow pauses at the 'Office: Schedule Booking' step until a staff member records the booking date, arrival window, assigned technician and estimated duration. Once submitted, those details are saved to the record and the status changes to Booked, triggering a confirmation email and SMS to the customer.

What does the technician need to complete on-site?

The technician completes a task recording the work done, time on site, materials used, photos and job outcome. The workflow waits for this task, and everything entered is saved permanently to the job record.

What happens if a job needs a return visit?

If the technician marks the outcome as 'Return visit needed', the record status updates to Return Visit Needed and the customer gets an email saying the office will be in touch. The office then gets a task to arrange the new booking; this task doesn't hold up the workflow, and any notes stay attached to that task rather than the record.

What happens if the customer isn't home during the visit?

The 'Route on Job Outcome' step branches separately when the outcome is 'Customer not home', so you can configure a different path or message for that case. You can adjust what happens on this branch by editing the workflow steps to suit your process.

When is the feedback request sent and can I change the timing?

The workflow waits two days after the job is marked Completed before sending a feedback form asking for a 1-5 satisfaction rating and comments. You can change this delay or the form questions by editing that step in the workflow editor.

Can I track the status of all bookings in one place?

Yes, every booking is a record with a reference number, a current status such as New Booking, Booked, Return Visit Needed or Completed, and a timeline of everything that happened. Table views and dashboards let you see all records grouped by status at a glance.

Do I need to connect other software to send emails and texts?

No extra setup is required, email and SMS are built into the workflow for booking acknowledgements, confirmations and completion summaries. If you want, your workspace can send through its own AWS SES or SNS/Twilio account instead of the default.

Who can be assigned the scheduling and technician tasks?

Tasks like 'Office: Schedule Booking' and 'Technician: Complete Job' are assigned to team members in your workspace, who are set up as admins or members. There's no per-field access control, so assignment is based on who the task is given to.

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Job booking and scheduling Workflow | assess.one