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

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Created by: Kumar SmartFlow Craft || smartflowautomate
Kumar SmartFlow Craft

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Last update 5 hours ago

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🚀 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

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https://www.smartflowcraft.com/contact

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