Workflow Template

Stone repair / restoration request Workflow

Manages natural stone repair and restoration requests from initial submission through assessment booking, on-site repair work, and completion, with status tracking, customer communications, and post-job feedback collection.

A customer notices a crack in their marble bench or chipped stone cladding, fills out a request form with photos and urgency, and expects to hear back fast. This workflow takes that request from submission through assessment booking, on-site repair work, and completion, automatically routing office tasks by urgency and keeping the customer informed at each stage with reference numbers and email updates. Your team gets a clear record of the damage, repair method, materials used, and outcome for every job, plus a feedback form sent out two days after the work is done.

Business Outcomes

Faster response to urgent stone damage through automatic task routing
Fewer missed follow-ups thanks to built-in office tasks for booking and quoting
Clearer record of repair cause, method and outcome for every job
More consistent customer communication from acknowledgement through to completion
Easier tracking of jobs needing further work or unable to be completed

Workflow Steps

Steps

1
Create Repair Request Recordcreate record
Creates the repair request record from the submitted form.
2
Set Status to New Requestupdate record
Sets the request status to New Request.
3
Email Acknowledgementsend email
Sends the customer an acknowledgement email with their reference number.
4
Route on Urgency
Routes booking task due date based on the urgency selected.
urgency: "Urgent"→Office: Book Urgent Assessment
urgency: "Standard"→Office: Book Standard Assessment
Default→Office: Book Standard Assessment
5
Office: Book Urgent Assessmentcreate task
Creates an office task to book the urgent assessment within 1 day.
6
Office: Book Standard Assessmentcreate task
Creates an office task to book the standard assessment within 3 days.
7
Save Booking Detailsupdate record
Persists the assessment date and assigned stonemason to the record and sets status to Booked.
8
Email Assessment Datesend email
Emails the customer the confirmed assessment date.
9
Stonemason: Assess & Repaircreate task
Assigns the stonemason to record the cause, repair method, materials, photos and outcome of the work.
10
Save Repair Detailsupdate record
Persists the repair cause, method, materials, photos and outcome to the record.
11
Route on Repair Outcome
Routes the workflow based on the recorded repair outcome.
repair_outcome: "Restored"→Set Status to Completed
repair_outcome: "Further work needed"→Set Status to Further Work Required
repair_outcome: "Unable to complete"→Set Status to Unable to Complete
Default→Set Status to Further Work Required
12
Set Status to Completedupdate record
Sets the request status to Completed.
13
Email Work Summarysend email
Emails the customer a summary of the completed work.
14
Wait 2 Days Before Feedback Request
Waits two days after completion before requesting feedback.
15
Request Customer Feedbackrequest external input
Sends the customer a feedback form with a 1-5 rating and comments.
16
Set Status to Further Work Requiredupdate record
Sets the request status to Further Work Required.
17
Email Findings and Further Work Neededsend email
Emails the customer the findings and outlines the work still needed.
18
Office: Prepare Further Work Quotecreate task
Creates a fire-and-forget office task to prepare a quote for the further work, due in 2 days.
19
Set Status to Unable to Completeupdate record
Sets the request status to Unable to Complete.
20
Email Findings - Unable to Completesend email
Emails the customer the findings explaining why the work could not be completed.

Fields

Name*
Email*
Mobile*
Site Address*
Stonework*
Stone Type*
+16 more fields

Forms

Stone Repair & Restoration Request

11 fields

Data Views

Repair Requests

customer_name, site_address, damage_type, urgency +3 more

Dashboard Widgets

Requests by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send email in the workflow
AWS SES

stone repair / restoration requeststone masonryrepairtradetrades

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FAQs

Do I need to set up the urgency routing myself, or does it come ready to use?

The urgency routing is already built into the template, so as soon as your workspace publishes it, urgent requests are routed to a 1-day booking task and standard requests to a 3-day booking task automatically. You don't need to configure any rules before running your first real request. If your team wants different timeframes, you can describe the change in plain English or edit the steps directly in the workflow editor.

Can my team change the assessment booking deadlines later?

Yes, you can adjust the due dates on the urgent or standard booking tasks whenever your process changes. Just describe what you want changed or edit the relevant step in the workflow editor, and earlier versions of the workflow are kept so you can see what changed. There's no need for a development project to make these updates.

Who is responsible for booking the assessment and doing the repair work?

Office team members are assigned the task of booking either the urgent or standard assessment, and they enter the assessment date and assigned stonemason directly on the record. The stonemason is then assigned a task to record the cause of damage, repair method, materials used, photos, and outcome once the work is done. Both tasks are ones the workflow waits for, so the process only moves forward once they're completed.

What happens if the stonemason records that further work is needed?

If the recorded outcome is 'Further work needed,' the request status is set to Further Work Required, the customer is emailed the findings and what work remains, and an office task is created to prepare a quote. That quoting task is fire-and-forget, meaning the workflow doesn't wait for it — the details entered are kept with the task itself rather than on the main record.

Is this workflow suitable for jobs where the repair can't be completed?

Yes, there's a dedicated path for this. If the outcome is recorded as 'Unable to complete,' the status changes to Unable to Complete and the customer receives an email explaining the findings and why the work couldn't be finished. This keeps a clear record on the timeline of what was found and communicated, even when the job doesn't go ahead as planned.

Does the customer need to create an account to submit a request or give feedback?

No, customers take part entirely through the public request form and forms emailed to them, including the feedback form sent two days after job completion. They never need to log in or create an account at any point in the process.

Can we customise what information is collected on the request form?

Yes, the request form fields — like site address, stone type, damage description, photos and urgency — can be adjusted by describing the change or editing the form step in the workflow editor. This makes it easy to tailor the intake details to what your stonemasons actually need before booking an assessment.

How do we know the status of a repair request at any point?

Every request is created as a record with a reference number, a current status, and a timeline showing what's happened so far, from New Request through Booked, Completed, Further Work Required, or Unable to Complete. Table views and dashboards let your team see records grouped by status, so it's easy to spot what needs attention.

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