Water damage restoration intake Workflow

What happens if the customer doesn't provide a claim number?

The workflow checks whether a claim number was entered on the request form. If it's blank, the job skips the insurer notification task entirely and moves forward without involving the office in that step. If a claim number is provided, the office is automatically assigned a task to send the initial report to the insurer.

Can this handle jobs where there's no standing water or the power isn't safe?

Yes — the request form captures whether there's standing water and whether the power is safe, and both answers are saved to the job record for the dispatcher and technician to see before arrival. The safety instructions text is sent to every customer regardless of these answers, since it's designed to cover the waiting period before a technician arrives.

Who is responsible for assigning the technician, and what if no one responds in time?

The dispatcher is assigned the task of recording the assigned technician and estimated arrival time, with a target of within one day. The workflow waits at this step until the dispatcher completes it, so the job stays at 'New Request' status until a technician and ETA are recorded.

What does the technician need to record on-site, and does the job wait for that?

The technician's task captures water extraction details, moisture readings, materials to remove, number of dehumidifiers and air movers placed, mould risk, photos and the drying plan. The workflow waits for this task to be completed, and once it is, all of these details are saved to the job record and the status updates to Drying In Progress.

What happens to the insurer report task if the office doesn't confirm it was sent?

The office task to send the initial report to the insurer is due in two days, but the workflow does not wait for it to be completed before other parts of the job continue. The 'Confirm report sent' field entered on that task stays with the task itself, visible in the record's task list, rather than being saved directly to the job record.

Can we customise which details the technician or dispatcher need to enter?

Yes — a workspace can change the workflow by describing the change in plain English or editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes to task fields or messages can be made without losing the original setup.

How does the customer stay updated without needing to log in or create an account?

Customers interact entirely through the public request form and emailed forms — no account is ever required. Throughout the job they receive an acknowledgement email with their reference number, a safety instructions text, an ETA text, and an emailed drying plan, all triggered automatically as the job progresses.

What if a job needs more rooms, photos, or updates added after the initial intake?

The request form already captures rooms affected and photos at intake, and the technician's task adds further photos and details once on-site. Because every job is a record with a timeline, all of this information — from the original request through to drying findings — stays visible together as the job moves through its stages.

Can this workflow send updates through our own email or SMS provider?

Yes — a workspace can optionally send email and SMS through its own AWS SES, AWS SNS or Twilio account instead of the built-in messaging. This applies to the acknowledgement email, safety text, ETA text and drying plan email sent during this workflow.

How do we track where each job stands across all our active restoration jobs?

Every job is created as a record with a reference number, a current status — New Request, Dispatched, Drying In Progress, and so on — and a timeline of what's happened. Table views and dashboards show these records grouped by status, making it easier to see which jobs need attention at a glance.