Pest customer preparation and post-treatment acknowledgement Workflow

What happens if the customer doesn't reply to the preparation instructions form?

The workflow waits at that step, so the treatment record stays at Preparation Sent status until the customer responds. Office staff can see this status on the record's table view or dashboard and follow up with the customer directly if needed. Once the customer submits the form, the workflow continues automatically based on their answers.

What happens if a customer reports a health, allergy or pregnancy consideration?

The workflow routes the treatment to a technician task asking them to review the details and record the product and precautions chosen for that property. The workflow waits for the technician to complete this task before saving those details to the record and moving the status to Ready. If no health, allergy or pregnancy consideration is reported, the treatment moves straight to Ready without this task.

Can this handle a customer raising a question after treatment?

Yes. If the customer indicates they have a question on the post-treatment form, the workflow creates a technician task due in 1 day to answer it. The technician's answer is saved to the treatment record, and the status is then set to Acknowledged. If the customer has no question, the workflow sets the status to Acknowledged without creating this task.

Who is responsible for each task in this workflow?

Office staff trigger the process by submitting the booking form, which creates the treatment record. Technicians are assigned tasks to review health/allergy details when flagged, to carry out and record the treatment, and to answer any post-treatment customer question. Each task is tracked on the record until it's completed.

What information does the technician see about pets at the property?

The customer's answer about pets at the property is captured on the preparation instructions form and saved to the treatment record since the workflow waits for that form. Technicians assigned to review health/allergy details or perform the treatment can refer to this information as recorded on the treatment record.

Can we customise the questions on the preparation or post-treatment forms?

Yes, the forms and their questions can be edited in the workflow editor, or you can describe the change you want in plain English to update them. Earlier versions of the workflow are kept, so you can review what changed over time.

What status will a treatment show at each stage?

The treatment record moves through Preparation Sent, Ready, Treated, and finally Acknowledged as each step completes. These statuses are visible in table views and dashboards, along with a timeline showing what happened and when. This gives office staff a clear view of where any treatment stands without needing to check individual tasks.

Does the customer need to create an account to respond to forms?

No. The customer receives the preparation and post-treatment forms by email and responds directly without needing an account. Their answers are saved to the treatment record once submitted, since the workflow waits for each form response.

What if the treatment date changes after booking?

The treatment date captured on the original booking form is saved to the record, and workflow steps proceed based on task completion rather than a fixed calendar trigger. If you need to reflect a changed date on the record, this can be handled as part of how the workflow or record is used day to day. For specific record-keeping needs around date changes, confirm what your business requires to track.

How does the workflow track what products and precautions were used?

When a technician completes the health/allergy review task, the product and precautions they choose are saved directly to the treatment record. Later, when the treatment task is completed, the products used and re-entry time are also saved to the record. This keeps a record of what was decided and what was actually done, viewable in the record's timeline.