Workflow Templates & Examples

Building workflows from scratch takes time. These templates give you a proven starting point for the most common business processes in trade and field service operations. Each template describes the trigger, the steps, the gate types between them, and which agents to assign. Copy the pattern, customise it for your business, and you are up and running.

For a refresher on how workflows work, see the Workflows Overview. For step-by-step build instructions, see Creating Workflows.

Template library

Emergency Dispatch

Triage incoming emergencies, assign a technician, and notify the customer. Manual trigger with approval gates.

Customer Onboarding

Welcome new customers, add them to your CRM, and schedule a follow-up. Event-triggered for seamless automation.

Invoice Chasing

Check for overdue invoices, send reminders, and escalate if unpaid. Schedule-triggered for hands-off collection.

Job Completion

Quality check, manager approval, and invoice generation after every job. Event-triggered from your job management system.

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1. Emergency Dispatch

Use this when a customer reports an urgent issue that needs an immediate response — burst pipes, gas leaks, power outages, or system failures.

Trigger type: Manual (a team member or the customer-facing agent kicks it off when an emergency is identified)

Agents involved:

• Triage Agent — Assesses the emergency and collects details.
• Dispatch Agent — Finds and assigns the right technician.
• Customer Comms Agent — Keeps the customer informed.

Steps:

1. Triage the emergency (Triage Agent)

   The agent collects the essential details: What is the issue? Is there active risk (water flowing, gas smell, sparks)? What is the customer’s address? Can the customer take any immediate safety actions (turn off mains water, switch off the breaker)?

   Gate: Auto — Move immediately to the next step. Emergencies should not wait.

2. Find available technician (Dispatch Agent)

   The agent checks the on-call roster and technician locations. It identifies the best available person based on proximity, skills, and current workload. It prepares a dispatch recommendation.

   Gate: Approval — The on-call manager reviews the recommendation and approves the dispatch. This prevents sending someone to a job that could wait until morning or has already been resolved.

3. Notify the technician (Dispatch Agent)

   Once approved, the agent sends the technician the job details: customer name, address, issue description, access instructions, and any safety notes from the triage step.

   Gate: Auto — Proceed to customer notification immediately.

4. Confirm with the customer (Customer Comms Agent)

   The agent sends the customer a confirmation: “A technician is on the way. [Name] is estimated to arrive at [time]. If you have any safety concerns in the meantime, call 000.”

   Gate: Auto — Workflow complete.

Tip

For businesses that handle emergencies frequently, consider changing the approval gate to a review gate — the dispatch still goes ahead, but the manager can review the decision afterwards.

Try asking your agent

“Set up an emergency dispatch workflow that triages incoming calls, assigns the nearest plumber, and sends the customer a confirmation with ETA.”

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2. Customer Onboarding

Use this when a new customer signs up, makes their first booking, or is added to your system. Creates a consistent first impression and ensures nothing is missed.

Trigger type: Event (triggered when a new customer record is created in your job management system, or manually when a team member adds a new customer)

Agents involved:

• Welcome Agent — Handles customer communication.
• Admin Agent — Creates records and schedules follow-ups.

Steps:

1. Send welcome email (Welcome Agent)

   The agent sends a personalised welcome email introducing your business, explaining what to expect, and providing useful contact details. The email template is pulled from your knowledge base.

   Gate: Auto — No need to wait for a response.

2. Create CRM entry (Admin Agent)

   The agent creates or updates the customer record with all available details: name, contact info, property address, service type, and how they found you.

   Gate: Auto — Proceed immediately.

3. Schedule follow-up call (Admin Agent)

   The agent schedules a follow-up task for 3 business days later. The follow-up checks whether the customer has any questions, confirms their first appointment details, and collects any additional information needed for the job.

   Gate: Review — A team member reviews the scheduled follow-up to make sure the timing works and the right person is assigned to make the call.

4. Make follow-up call (Welcome Agent)

   When the follow-up date arrives, the agent reminds the assigned team member to call the customer. It provides a brief script with talking points and any open questions from the onboarding process.

   Gate: Auto — Workflow complete after the follow-up.

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3. Invoice Chasing

Use this to follow up on unpaid invoices automatically. The workflow starts gentle and escalates over time, keeping your cash flow healthy without awkward phone calls.

Trigger type: Schedule (runs weekly — e.g. every Monday at 9am)

Agents involved:

• Accounts Agent — Checks invoice status and sends reminders.
• Manager Agent — Handles escalations for overdue accounts.

Steps:

1. Check for overdue invoices (Accounts Agent)

   The agent queries your accounting or job management system for invoices that are past their payment terms. It categorises them by age: 7 days overdue, 14 days, 30 days, and 60+ days.

   Gate: Auto — If there are overdue invoices, proceed to the next step. If none are overdue, the workflow ends.

2. Send friendly reminder (Accounts Agent)

   For invoices 7-14 days overdue, the agent sends a friendly email reminder: “Just a quick reminder that invoice #[number] for $[amount] is due. You can pay online at [link] or call us if you have any questions.”

   Gate: Auto — Proceed to the next step for older invoices.

3. Send firm follow-up (Accounts Agent)

   For invoices 14-30 days overdue, the agent sends a firmer reminder that references the original invoice, payment terms, and available payment methods. The tone is still professional but more direct.

   Gate: Auto — Proceed to escalation for the oldest invoices.

4. Escalate to manager (Manager Agent)

   For invoices 30+ days overdue, the agent prepares a summary for the accounts manager: customer name, invoice details, amount outstanding, and all previous reminder attempts. It flags the account for personal follow-up or further action.

   Gate: Approval — The manager decides whether to call the customer, arrange a payment plan, or take further action.

Note

Customise the timing and tone of each reminder to match your business. Some industries expect 30-day terms, others expect 7. Adjust the overdue thresholds and message templates in your knowledge base.

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4. Job Completion

Use this after every job to ensure quality, get manager sign-off, and generate the invoice. This creates a consistent close-out process that catches issues before the customer receives a bill.

Trigger type: Event (triggered when a job status changes to “Completed” in your job management system)

Agents involved:

• Quality Agent — Reviews the job for completeness.
• Admin Agent — Generates documentation and invoices.
• Manager Agent — Reviews and approves.

Steps:

1. Quality check (Quality Agent)

   The agent reviews the completed job details: Was all the work performed? Are there photos or notes from the technician? Were the correct materials used? Does the time logged match the expected duration? It flags any discrepancies.

   Gate: Auto — If no issues, proceed. If issues are flagged, the gate changes to Review so someone can investigate.

2. Manager approval (Manager Agent)

   The manager receives a summary of the completed job including the quality check results. They review and approve the job for invoicing. If there are issues (incomplete work, missing documentation), they can reject and send it back to the technician.

   Gate: Approval — The job must be explicitly approved before an invoice is generated.

3. Generate invoice (Admin Agent)

   Once approved, the agent generates the invoice based on the quoted amount (or adjusted for any approved variations). It pulls the customer details, job description, materials used, and labour hours to create an itemised invoice.

   Gate: Auto — Proceed to delivery.

4. Send invoice and follow up (Admin Agent)

   The agent emails the invoice to the customer with a thank-you message and payment instructions. It also triggers the customer follow-up process (satisfaction survey, review request) if you have one configured.

   Gate: Auto — Workflow complete.

Try asking your agent

“Create a job completion workflow: after a technician marks a job complete, the quality agent reviews the notes, then the billing agent generates and sends the invoice.”

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Customising templates

These templates are starting points. When building them in your workspace, consider:

• Adjusting gate types to match your approval culture. If you trust your agents and technicians, use more Auto gates. If you need oversight, add Review or Approval gates.
• Adding or removing steps based on your process. Not every business needs a quality check step. Some need additional steps for compliance documentation.
• Assigning the right agents — each step should be handled by an agent with the right tools, integrations, and directives for the task.
• Connecting integrations — these workflows are most powerful when your agents can interact with your job management system, email, and accounting tools. See Integrations.

Next steps

• Creating Workflows — Step-by-step instructions for building a workflow from these templates.
• Steps & Gates — Detailed reference for all step types and gate configurations.
• Workflow Execution — Monitor and manage running workflow instances.
• Schedules & Tasks — For simpler recurring tasks that do not need the full workflow engine.