Workflow Template

Warranty / callback request Workflow

Handles warranty/callback requests for completed jobs: intake, warranty check, visit booking, technician resolution, and customer feedback collection, with status tracking throughout.

A customer calls in because something from a completed job isn't quite right, and now someone has to chase up whether it's still under warranty, book a visit, and keep the customer posted the whole time. This workflow handles that from the moment the customer submits a request form: it logs the callback with a reference number, routes it to the office for a warranty check, books a visit or a quote depending on the outcome, captures the technician's fix, and follows up with a feedback form once it's resolved. For the team, that means fewer manual status updates and emails to write, and a clear record of where every callback stands at any point.

Business Outcomes

Faster response to warranty and callback requests with automatic acknowledgement and reference numbers
Fewer manual status updates as the workflow tracks each callback from intake through to resolution
Clearer handoffs between office staff and technicians with tasks assigned at each stage
More consistent customer communication with automatic emails at each key milestone
Better visibility into customer satisfaction through built-in post-resolution feedback collection

Workflow Steps

Steps

1
Create Callback Request Recordcreate record
Creates the callback request record from the submitted form.
2
Set Status: New Requestupdate record
Sets the callback status to New Request.
3
Send Acknowledgement Emailsend email
Emails the customer an acknowledgement with their reference number.
4
Office: Check Warrantycreate task
Office task to check whether the original job is still within warranty.
5
Save Warranty Check Resultupdate record
Persists the warranty check result and notes to the record.
6
Route on Warranty Result
Routes based on whether the job is in or out of warranty.
warranty_result: "Out of warranty"→Set Status: Out of Warranty
warranty_result: "In warranty"→Office: Book Visit
Default→End
7
Set Status: Out of Warrantyupdate record
Sets the callback status to Out of Warranty.
8
Email Customer: Out of Warrantysend email
Informs the customer the work is outside its warranty period and offers a quote to fix it.
9
Office: Prepare Quotecreate task
Office task to prepare a quote for the out-of-warranty repair; workflow does not wait for completion.
10
Office: Book Visitcreate task
Office task to record the visit date and assigned technician for the in-warranty callback.
11
Save Visit Detailsupdate record
Persists the visit date and assigned technician to the record.
12
Set Status: Visit Bookedupdate record
Sets the callback status to Visit Booked.
13
Email Customer: Visit Datesend email
Emails the customer the confirmed visit date.
14
Technician: Complete Visitcreate task
Technician task to record the cause, work done, photos, and outcome of the visit.
15
Save Technician Visit Resultupdate record
Persists the cause, work done, and outcome to the record.
16
Route on Technician Outcome
Routes based on whether the issue was fixed or further work is needed.
outcome: "Further work needed"→Set Status: Further Work Needed
outcome: "Fixed"→Set Status: Resolved
Default→End
17
Set Status: Further Work Neededupdate record
Sets the callback status to Further Work Needed.
18
Email Customer: Further Work Neededsend email
Emails the customer next steps because further work is required.
19
Office: Arrange Further Workcreate task
Office task to arrange the further work required; workflow does not wait for completion.
20
Set Status: Resolvedupdate record
Sets the callback status to Resolved.
21
Email Customer: Fix Summarysend email
Emails the customer a summary of the fix.
22
Wait 2 Days Before Feedback
Waits two days after resolution before requesting feedback.
23
Request Customer Feedbackrequest external input
Sends the customer a feedback form with a 1-5 rating and comments.

Fields

Name*
Email*
Mobile*
Site Address*
Original Job Reference / Invoice Number*
Completion Date of Original Job*
+14 more fields

Forms

Warranty & Callback Request

9 fields

Data Views

Callback Requests

customer_name, site_address, original_job_reference, cause +2 more

Dashboard Widgets

Callbacks by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send email in the workflow
AWS SES

warranty / callback requesttradetrades

Similar Workflows

customer complaint management material delivery and damage check defect rework report and close out

Similar Categories

maintenance customer service

FAQs

Do I need technical skills to set this workflow up?

No — the callback workflow is a ready-to-use template, so a workspace can publish it in minutes and start running live requests straight away. There's no installation or development project involved, so your team can get going without any coding or IT support.

Can my team customise the warranty check or visit booking steps?

Yes, you can describe the change you want in plain English or edit the steps directly in the workflow editor. For example, you could adjust what the office task asks for during the warranty check, and earlier versions of the workflow are kept so you can always see what changed.

Who is involved in handling a callback request?

Office team members handle the warranty check, quote preparation for out-of-warranty jobs, booking the visit, and arranging any further work. A technician is assigned to complete the visit and record the cause, work done, photos and outcome — all as tasks assigned to specific team members.

What happens when a job turns out to be out of warranty?

The record's status is set to Out of Warranty, and the customer receives an email explaining the work is outside its warranty period along with an offer of a quote. The office then has a task to prepare that quote, which is recorded against the task rather than holding up the rest of the process.

What happens if the technician finds further work is needed after the visit?

The workflow routes based on the outcome the technician records. If further work is needed, the status changes to Further Work Needed, the customer is emailed about next steps, and an office task is created to arrange that further work.

Do customers need to create an account to submit a callback request?

No — customers submit their request through a public request form, and any follow-up forms (like the feedback request) are sent by email. They never need to log in or set up an account at any stage.

How is customer feedback collected at the end?

Two days after the callback is marked Resolved, the workflow sends the customer a feedback form asking for an overall satisfaction rating and any comments or suggestions. This gives your team a simple way to track how customers felt about the resolution.

Is this workflow suitable for tracking warranty compliance or record-keeping?

The workflow keeps a timeline on each record showing status changes, the warranty check result, visit details and technician outcomes, which gives you a clear activity trail. Each business should confirm its own record-keeping and compliance obligations, as the workflow itself doesn't determine legal compliance.

Can I see the status of all open callback requests at a glance?

Yes, each callback is a record with its own reference number, current status and timeline, and table views and dashboards show records grouped by status. This makes it easy to spot which requests are still awaiting a warranty check, a visit, or further work.

Ready to use this workflow?

Create a free account and customise this workflow for your business.