Workflow Template
Minor repair defect / callback Workflow
Handles customer callbacks for minor repair defects: intake form, office triage to check if it relates to the original job, booking a return visit, handyman repair with a rework loop for unresolved fixes, and customer notifications at each stage.
Customers calling back about a repair that didn't hold often get stuck between the office and the tradesperson, with no clear record of what was agreed. This workflow gives each callback a reference number and a status, routes it through office triage to check if the issue relates to the original job, books a return visit, and loops the repair back to the handyman if it isn't fixed the first time. Office staff and handymen run the tasks, and the customer gets an email update at every stage without needing an account.
Business Outcomes
- Fewer callback requests falling through the cracks between office and field staff
- Faster triage of whether an issue relates to the original job
- Clearer visibility into rework attempts through the record timeline
- More consistent customer communication at each stage of the callback
- Less time spent chasing status updates by phone or email
Workflow Steps
Steps
- 1Create Callback Recordcreate record
Creates the callback record from the submitted form data.
- 2Set Status to New Callbackupdate record
Sets the callback status to New Callback.
- 3Email Acknowledgementsend email
Sends the customer an acknowledgement email with their reference number.
- 4Office: Check Original Jobcreate task
Office checks the original job to determine if the new issue relates to it.
- 5Save Office Check Resultupdate record
Saves the office's check result and notes to the record.
- 6Route on Office Check Result
Routes the workflow based on whether the issue relates to the original repair.
office_check_result: "Related to our work"→Office: Book Visitoffice_check_result: "Not related"→Set Status to Not RelatedDefault→End - 7Set Status to Not Relatedupdate record
Sets the callback status to Not Related.
- 8Email Customer: Not Relatedsend email
Notifies the customer that the issue is not related to the earlier repair, including the office notes.
- 9Office: Offer Quotecreate task
Creates a fire-and-forget task for the office to offer the customer a quote for the unrelated issue.
- 10Office: Book Visitcreate task
Office books a return visit and records the visit date.
- 11Save Visit Dateupdate record
Saves the booked visit date to the record.
- 12Set Status to Bookedupdate record
Sets the callback status to Booked.
- 13Email Customer: Visit Datesend email
Notifies the customer of the booked visit date.
- 14Handyman: Carry Out Repaircreate task
Handyman visits site, records the cause, fix made, photos, and whether the issue is fixed.
- 15Save Handyman Resultupdate record
Saves the handyman's cause, fix, photos, and result to the record.
- 16Route on Handyman Result
Routes based on whether the handyman fixed the issue.
handyman_result: "Fixed"→Set Status to Resolvedhandyman_result: "Not fixed"→Send Back to HandymanDefault→End - 17Send Back to Handymanrestart from step
Restarts the repair task for the handyman since the issue was not fixed, up to 2 additional attempts.
- 18Set Status to Resolvedupdate record
Sets the callback status to Resolved.
- 19Email Customer: Resolvedsend email
Notifies the customer that the callback has been resolved at no charge.
Fields
- Customer Name*
- Customer Email*
- Mobile Number*
- Site Address*
- Original Job Reference*
- Date of Original Repair*
- +11 more fields
Forms
Repair Callback Request
9 fields
Data Views
Callbacks Overview
customer_name, site_address, original_job_reference, handyman_result +1 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
How do I set up this callback workflow for my team?
A workspace publishes the template and it's ready to run straight away, with no installation or development project needed. The request form for customers and the office/handyman tasks come pre-built, so staff can start logging callbacks as soon as the workspace is live.
Who needs to be added as a workspace user?
Add anyone who will run the office triage task or the handyman repair task as a workspace member. Tasks like Office: Check Original Job and Handyman: Carry Out Repair are assigned directly to team members, and admins can manage the workspace overall.
What happens when the office decides the issue isn't related to the original job?
The record status changes to Not Related, and the customer gets an email explaining this along with the office's notes. A separate fire-and-forget task then prompts the office to offer the customer a quote for the unrelated issue, without holding up the callback record.
How does the rework loop work if the handyman can't fix the issue?
If the handyman logs the result as Not Fixed, the repair task restarts and is sent back to the handyman, for up to two additional attempts. Each attempt's cause, fix made, photos and result are saved to the record, so the full repair history is visible in the timeline.
Can I change the customer request form fields or the email wording?
Yes. You can describe the change you want in plain English, or edit the form fields and email steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can review what changed.
How do customers submit a callback and get updates without an account?
Customers submit the initial callback through the public request form, which asks for their contact details, original job reference and photos of the new issue. From there they receive email updates — acknowledgement, not-related notice, visit date and resolution — automatically, with no login required.
What gets recorded when the office checks the original job?
The office's task waits for input, so the Office Check Result and any notes they enter are saved directly to the callback record. This means the routing decision and the reasoning behind it are both visible in the record's timeline.
Does offering a quote for unrelated issues affect the callback record?
The quote task is fire-and-forget, meaning the workflow doesn't wait for it to finish. Any quote notes the office enters stay with that task and appear in the record's task list, rather than being saved as a field on the main record.
Can I track how many callbacks are open, booked or resolved?
Yes. Each callback is a record with a status — New Callback, Not Related, Booked or Resolved — and table views and dashboards group records by status. Workspace activity is also logged, so you can see what happened and when.
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