Automate service order fulfillment with Claude, Freshworks CRM and SLA escalation

🚀 How it works

Fully automates your service order pipeline from incoming booking to supplier confirmation — with built-in SLA enforcement and automatic escalation if a supplier goes silent.

• 📥 Receives orders via webhook from your booking form or website
• 💳 Verifies payment against Stripe before processing anything
• 🤖 Extracts and structures order details (service type, address, date, priority) using Claude AI
• 👤 Upserts the customer contact and creates a deal in Freshworks CRM automatically
• 📧 Sends branded confirmation emails to the customer and assigned supplier via Postmark
• ⏱️ Enforces a 4-hour supplier acceptance SLA — escalates automatically if no response
• 🔁 Reassigns to a backup supplier and retries for 2 hours before flagging for manual review
• 🚨 Alerts your team on Slack if manual intervention is required
• 📊 Logs every outcome (confirmed, reassigned, escalated) to Google Sheets for full audit trail

🛠️ Set up steps

Estimated setup time: ~30 minutes

1. Webhook — copy the webhook URL and point it from your booking form or website checkout
2. Stripe — add your Stripe secret key to the HTTP Request node; set the correct payment_intent field name from your payload
3. Claude (Anthropic) — connect your Anthropic API credential; claude-sonnet-4-6 or higher recommended
4. Freshworks CRM — connect your Freshworks credential; set your domain in the HTTP Request upsert node (e.g. yourcompany.freshsales.io)
5. Postmark — add your Postmark Server Token to the HTTP Request nodes; update the sender email address
6. Slack — connect Slack OAuth2; set your ops/dispatch channel in the alert nodes (e.g. #dispatch-alerts)
7. Google Sheets — connect Google Sheets OAuth2; set your spreadsheet ID and sheet name in the log nodes
8. Follow the sticky notes inside the workflow — each section has a one-liner setup guide

📋 Prerequisites

• Stripe account with payment intents enabled
• Anthropic API key (Claude API access)
• Freshworks CRM account (Growth plan or higher for API access)
• Postmark account with a verified sender domain
• Slack workspace with a bot or OAuth2 app
• Google Sheets spreadsheet set up as your audit log

Custom Workflow Request with Personal Dashboard

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https://www.smartflowcraft.com/contact

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