Workflow Template
Plumbing quote request Workflow
Captures plumbing quote requests, routes emergencies to an on-call callback, runs site inspection and quoting, tracks customer acceptance, schedules and completes the job, and collects post-job feedback — with full status tracking from New Request through to Job Completed.
A customer submits a plumbing problem online, and suddenly your team is juggling callbacks, site visits, quotes and scheduling across emails and phone calls. This workflow captures the request the moment it comes in, automatically routes emergencies to an on-call callback task, and carries the job through site inspection, quoting, customer acceptance, scheduling and completion — with status updates and emails sent at each stage. Your estimators, office staff and plumbers each get their tasks at the right time, while the customer stays informed without anyone having to chase them for a decision.
Business Outcomes
- Fewer missed emergency callbacks with automatic urgency-based routing
- Clearer handoffs between estimators, office staff and plumbers on each job
- Reduced admin time chasing quote acceptances and job scheduling updates
- More consistent customer communication from first enquiry to job completion
- Better visibility into where every quote request stands via status tracking
Workflow Steps
Steps
- 1Create Quote Request Recordcreate record
Registers the submitted request as a quote_request record.
- 2Set Status: New Requestupdate record
Sets the request status to New Request.
- 3Email Acknowledgementsend email
Sends the customer an acknowledgement email with their reference number.
- 4Route on Urgency
Routes emergency requests to an on-call callback task before proceeding to inspection.
urgency: "Emergency"→Create On-Call Plumber Callback TaskDefault→Set Status: Site Inspection - 5Create On-Call Plumber Callback Taskcreate task
Creates a fire-and-forget callback task for the on-call plumber, due within 1 day.
- 6Set Status: Site Inspectionupdate record
Sets the request status to Site Inspection.
- 7Estimator: Conduct Site Inspectioncreate task
Blocking task for the estimator to inspect the site and record findings, due in 2 days.
- 8Save Inspection Detailsupdate record
Persists the inspection findings to the record.
- 9Estimator: Prepare Quotecreate task
Blocking task for the estimator to prepare the quote amount, scope of works, and valid-until date.
- 10Save Quote Detailsupdate record
Persists the prepared quote to the record.
- 11Set Status: Quote Sentupdate record
Sets the request status to Quote Sent.
- 12Send Quote to Customerrequest external input
Emails the customer the quote details and a form to accept or decline, waiting for their response.
- 13Route on Quote Decision
Routes the workflow based on whether the customer accepted or declined the quote.
quote_decision: "Accept"→Set Status: Quote Acceptedquote_decision: "Decline"→Set Status: Quote DeclinedDefault→End - 14Set Status: Quote Declinedupdate record
Sets the request status to Quote Declined.
- 15Email Decline Thank-Yousend email
Sends a thank-you email to the customer after they decline the quote.
- 16Set Status: Quote Acceptedupdate record
Sets the request status to Quote Accepted.
- 17Office: Schedule Jobcreate task
Blocking task for office staff to schedule the job start date and assign a plumber.
- 18Save Schedule Detailsupdate record
Persists the job start date and assigned plumber to the record.
- 19Set Status: Job Scheduledupdate record
Sets the request status to Job Scheduled.
- 20Email Job Scheduledsend email
Emails the customer the confirmed job start date.
- 21Plumber: Complete Jobcreate task
Blocking task with no due date for the plumber to record job completion details.
- 22Save Job Completion Detailsupdate record
Persists the job completion details to the record.
- 23Set Status: Job Completedupdate record
Sets the request status to Job Completed.
- 24Email Job Completed Thank-Yousend email
Sends the customer a thank-you email with the final invoice amount.
- 25Wait 2 Days Before Feedback Request
Pauses for two days before requesting customer feedback.
- 26Send Feedback Requestrequest external input
Emails the customer a feedback form with a 1-5 rating and comments.
Fields
- Full Name*
- Email*
- Mobile*
- Site Address*
- Property Type*
- Type of Work*
- +23 more fields
Forms
Plumbing Quote Request
10 fields
Data Views
Quote Requests
customer_name, site_address, work_type, quote_amount +2 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
Similar Categories
FAQs
Do I need to set up separate systems for emergency callbacks and regular quotes?
No, this workflow handles both from the same request form. Based on the urgency selected, it automatically routes emergency requests to an on-call plumber callback task before moving on to the standard site inspection and quoting steps, while non-emergency requests skip straight to inspection.
Can my team customise the tasks and emails in this workflow?
Yes, you can describe the change you want in plain English or edit the steps directly in the workflow editor. Earlier versions of the workflow are kept, so you can adjust wording, due dates or fields without losing your original setup.
Who is responsible for each task in the process?
Tasks are assigned to your workspace members — an on-call plumber handles emergency callbacks, an estimator conducts the site inspection and prepares the quote, office staff schedule the job, and a plumber records job completion details. Each task shows up in the record's timeline so anyone can see who's responsible at a given stage.
What happens if a customer declines the quote?
If the customer selects Decline on the quote form, the request status updates to Quote Declined and a thank-you email is sent automatically. If they accept, the workflow moves the status to Quote Accepted and proceeds straight to job scheduling.
Is this suitable for a plumbing business that only takes non-emergency jobs?
Yes, the workflow still works fine even if you rarely or never mark requests as emergencies. Every request will simply route straight to the site inspection step, and you can adjust the urgency options in the request form to match how your business operates.
Do customers need to create an account to submit a request or respond to a quote?
No, customers interact entirely through the public request form and forms emailed to them, such as the quote acceptance form and the feedback request. They never need to log in or set up an account at any stage.
Can my team see the history of what happened on a job?
Yes, every request is saved as a record with a reference number, a status, and a timeline showing what happened at each step. Table views and dashboards let your team see records grouped by status, such as Site Inspection, Quote Sent or Job Completed.
What if the plumber needs to record extra details after completing the job, like a compliance certificate?
The Complete Job task already includes fields for compliance certificates (if required), before and after photos, completion notes and the final invoice amount. If your business needs to capture something different, you can edit that task's fields directly in the workflow editor.
How does the feedback request fit into the process?
Two days after the job is marked complete, the workflow automatically emails the customer a short feedback form asking for a satisfaction rating and comments. This happens without any manual follow-up from your team, keeping the process consistent across every job.
Ready to use this workflow?
Create a free account and customise this workflow for your business.