Lock change / rekey request Workflow

How do I set up this workflow for my locksmith business?

Publish the template to your workspace and it's ready to run immediately, no installation or development needed. You'll want to add your office and locksmith team members so tasks like booking visits and completing jobs can be assigned to them. The public request form is live as soon as you publish, so customers can start submitting lock-change and rekey requests right away.

How does the workflow decide whether a visit is urgent or standard?

The customer selects an urgency level on the request form, and the workflow routes the booking task's due date accordingly. Urgent requests create an office task due in 1 day, standard requests create one due in 3 days, and any other value falls through to a default path. This keeps urgent jobs visibly time-boxed for the office team without anyone having to check manually.

Who is responsible for booking the visit?

Office team members handle booking, either through the urgent or standard visit task depending on how the request was routed. The workflow waits for whichever booking task applies, and the visit date and assigned locksmith they enter get saved to the record and set the status to Booked. The customer then automatically receives an email confirming the visit date.

What happens after the locksmith finishes the job on site?

The locksmith completes a task recording what was done, the key system used, keys handed over, job photos and the outcome. The workflow waits for this task, saves those details to the record, and then routes the process based on the outcome the locksmith selected. This means every job's result is captured on the record before any customer communication goes out.

What's the difference between the three job outcomes?

If the outcome is Completed, the record status is set to Completed and the customer gets a work summary email, followed by a feedback request two days later. If it's Further Work Needed, the status becomes Further Work Required, the customer is emailed the findings, and a fire-and-forget task is created for the office to prepare a quote. If it's Unable to Complete, the status is set accordingly and the customer receives an email explaining the findings.

Can I change the due dates or task assignments?

Yes. You can describe the change you want in plain English, or open the workflow editor and adjust the steps directly, including due dates on the booking or quote tasks. Earlier versions of the workflow are kept, so you can review what changed over time.

Do customers need to create an account to submit a request or respond to forms?

No. Customers submit their initial request through the public request form, and any follow-up forms, like the feedback request, are emailed directly to them. They complete everything without needing to log in or set up an account.

Where do I see the status of every lock-change request?

Each submitted request becomes a record with its own reference number, status, and timeline showing what's happened so far. Table views and dashboards group these records by status, such as New Request, Booked, Completed, Further Work Required, or Unable to Complete, so office staff can see where things stand at a glance.

What happens to the Quote Notes the office enters for further work?

The Prepare Quote task is fire-and-forget, meaning the workflow doesn't wait for it to finish. Because of that, the Quote Notes entered on that task stay with the task itself and appear in the record's task list, rather than being saved directly onto the main record.

How is customer feedback collected and where does it go?

Two days after the work summary email is sent, the workflow sends the customer a feedback form asking for an overall satisfaction rating and any comments. Since this form is completed by the customer directly, their answers are saved onto the record for your team to review.