Plaster repair request Workflow

What does this workflow record for each repair request?

Each request is created as a record with a reference number, a status, and a timeline showing what has happened at each stage. Details captured include the customer's submission, scheduled visit date and assigned plasterer, job findings such as cause of damage, repairs carried out, materials used and before/after photos, and the outcome selected. Feedback responses and the further-work quote notes are also linked to the record's activity, and each business should confirm this level of detail meets its own record-keeping needs.

Who is involved in handling a plaster repair request?

Office staff are assigned the tasks of booking urgent or standard visits and, where further work is needed, preparing a quote. The assigned plasterer is given a task to record job findings and the outcome after the visit. Customers take part through the public request form and via emailed updates and the feedback survey, without needing an account.

How does the workflow decide how quickly a visit is booked?

The urgency selected on the request form determines the due date for the office booking task, with urgent requests routed to a task due within 1 day and standard requests due within 3 days. Any other urgency value follows the workflow's otherwise path. This keeps scheduling priorities visible without requiring manual triage.

What happens after the plasterer completes the on-site job?

The plasterer's task records the cause of damage, repairs carried out, materials used, before and after photos, and the outcome, which is saved to the record. The workflow then routes based on whether the outcome is Repaired, Further work needed, or Unable to complete, each leading to a different status and customer email. This keeps the record's status and communications aligned with what actually happened on site.

What happens when further work is needed after a visit?

The record's status is set to Further Work Required and the customer is emailed the findings along with the work still needed. A fire-and-forget task is created for the office to prepare a further work quote within 2 days, with quote preparation notes kept on that task. This lets office staff pick up the follow-on quoting work without holding up the rest of the process.

What happens if a job could not be completed?

The record's status is set to Unable to Complete and the customer is emailed the findings from the visit explaining why the job could not be completed. This keeps the record and the customer communication consistent with the outcome the plasterer reported. The status remains visible in table views and dashboards for follow-up as needed.

How is customer feedback collected?

After the completion summary email is sent, the workflow pauses for two days before sending the customer a feedback form asking for an overall satisfaction rating and any comments or suggestions. This gives the customer time to reflect on the finished work before being asked to respond. Feedback is submitted without the customer needing an account.

How do we change this workflow if our process differs?

A workflow can be changed by describing the change in plain English or by editing its steps directly in the workflow editor, and earlier versions are kept so changes can be reviewed over time. This makes it straightforward to adjust booking timeframes, task assignments, or the wording of customer emails as the process evolves. Because the template is ready to use, a workspace can publish it and start running the live process within minutes, then refine it as needed.

Can this workflow send emails through our own systems?

A workspace can optionally send email through its own AWS SES account instead of the platform's built-in email sending. This applies to the acknowledgement, booking, completion and findings emails sent throughout this workflow. SMS notifications can similarly be sent through a connected AWS SNS or Twilio account if a workspace prefers to use its own provider.