Water leak detection request Workflow

What happens if the technician can't determine whether there's a leak?

The workflow includes a 'Further investigation needed' outcome as one of its routing options. When the technician selects this, the record status updates to Further Investigation and the customer receives an email with the findings so far and the next steps. This keeps the request open and visible on the record's timeline rather than closing it out prematurely.

Can this handle a request where no leak is found at all?

Yes, the inspection outcome routing has a dedicated path for 'No leak found'. The record status is set to No Leak Found and the customer is automatically emailed the findings. No further tasks are created on this path, so the request resolves cleanly.

What if the office needs to reassign the technician after scheduling?

The inspection date and technician are recorded through the office scheduling task and saved to the record. If a change is needed, the workflow can be edited in the workflow editor, or the change can be described in plain English, and earlier versions of the workflow are kept. This means adjustments to how scheduling works don't require rebuilding the process from scratch.

Who is involved in this workflow, and what do they each do?

Office staff are assigned the scheduling task, where they record the inspection date and assign a technician. The technician is assigned the inspection task, where they log detection methods, findings, and a recommended repair. Both tasks are assigned to workspace members, and the workflow waits for each before moving to the next step.

What happens at the point where the leak is located?

The record status updates to Leak Located, and the customer is emailed the leak location, cause, and recommended repair. At the same time, a task is created for the office to prepare a repair quote, due in 2 days. This task is fire-and-forget, so the workflow moves on without waiting, and the quote notes stay attached to that task.

Can we customise the request form or the emails that go out?

Yes, the request form fields and the wording of each email can be adjusted by editing the workflow, either through plain-English descriptions of the change or directly in the workflow editor. This is useful if a business wants to capture additional site details or adjust tone for insurance-related requests.

What if the request is tied to an insurance claim?

The request form captures whether the request is an insurance claim, and this answer is saved to the record because the form submission itself is a wait step. Office and technician staff can reference this detail when preparing quotes or findings. Each business should confirm its own documentation requirements for insurance-related claims, as the workflow itself only records the answer given.

Do customers need to create an account to submit a request or track progress?

No, customers submit their initial request through a public request form and receive updates by email at each stage, including their reference number in the acknowledgement message. Any further information needed from them can be gathered through emailed forms. This keeps the process simple for customers who just need updates on their leak detection request.

How is progress tracked if multiple leak requests are open at once?

Each request is its own record with a reference number, current status, and a timeline of what's happened so far. Table views and dashboards show all records grouped by status, such as New Request, Booked, Leak Located, or No Leak Found. This gives the team a clear view of where every open request stands without needing to check individual emails.