Customer journey workflow

flowchart TD
  CH["Online & walk-in sources
Ads · Maps · SEO · Forms · Splashy"]:::src
  PH["Phone call
1300 677 752"]:::src
  Dans{"Call answered?"}:::dec
  L(["Lead created
(new)"]):::stage
  C["Office makes contact
(contacted)"]:::stage
  Drch{"Can we reach
them?"}:::dec
  LOST(["Lost"]):::lost
  Dacc{"Quote
accepted?"}:::dec
  Dtype{"Job type?"}:::dec
  Devt{"On-the-day
event?"}:::dec
  JD["Job completed"]:::stage
  Dout{"Outcome?"}:::dec
  Dpaid{"Paid?"}:::dec
  Dhap{"Happy?"}:::dec
  REV["Google review posted to the
matched local area listing"]:::win
  Dnew{"New need
later?"}:::dec
  Q["Send quote
✓ SMS · ✓ Email"]:::nlive
  IE["Wrong-email chase
✓ SMS"]:::nlive
  QF["Quote follow-up
✓ SMS"]:::nlive
  B["Booking Confirmation
✓ SMS · ✓ Email"]:::nlive
  R["Booking Reminder
✓ SMS"]:::nlive
  BE["Emergency booking
✓ Email"]:::nlive
  BR["Work order (real estate)
✓ SMS"]:::nlive
  TDl["Technician delayed
✓ SMS"]:::nlive
  RS["Reschedule
○ SMS"]:::noff
  PO["Parts ordered
○ SMS"]:::noff
  INV["Invoice
✓ SMS · ✓ Email"]:::nlive
  FR["Payment reminders
✓ Email"]:::nlive
  PAID["Paid - receipt
✓ SMS · ✓ Email"]:::nlive
  TY["After-care thank-you
✓ SMS"]:::nlive
  RVQ["Review request - matched to area
✓ SMS"]:::nlive
  FB["Feedback / service recovery
✓ SMS"]:::nlive
  REF["Refund / recovery
✓ Email"]:::nlive
  RE["Re-engagement
○ SMS"]:::noff
  EA["Enquiry acknowledgement
✓ SMS"]:::nlive
  SD["On my way
✓ SMS"]:::nlive
  MC["Missed-call recovery
✓ SMS"]:::nlive
  CH --> L
  PH --> Dans
  Dans -->|"Answered"| L
  Dans -->|"Missed"| MC
  MC --> L
  L --> EA
  EA --> C
  C --> Drch
  Drch -->|"Yes"| Q
  Drch -->|"Email bounced"| IE
  IE --> C
  Drch -->|"No answer"| LOST
  Q --> Dacc
  Dacc -->|"No reply"| QF
  QF --> Dacc
  Dacc -->|"Declined"| LOST
  Dacc -->|"Accepted"| B
  B --> Dtype
  Dtype -->|"Standard"| R
  Dtype -->|"Emergency"| BE
  BE --> R
  Dtype -->|"Real estate"| BR
  BR --> R
  R --> SD
  SD --> Devt
  Devt -->|"On time"| JD
  Devt -->|"Running late"| TDl
  TDl --> JD
  Devt -->|"Cannot attend"| RS
  RS --> B
  Devt -->|"Parts needed"| PO
  PO --> JD
  JD --> Dout
  Dout -->|"Unsuccessful"| LOST
  Dout -->|"Completed"| INV
  INV --> Dpaid
  Dpaid -->|"Overdue"| FR
  FR --> Dpaid
  Dpaid -->|"Paid"| PAID
  PAID --> TY
  TY --> FB
  FB --> Dhap
  Dhap -->|"Happy"| RVQ
  Dhap -->|"Not happy"| REF
  RVQ --> REV
  REV --> RE
  REF --> RE
  RE --> Dnew
  Dnew -->|"New job"| B
  Dnew -->|"Refers a mate"| L
  classDef src fill:#161d27,stroke:#2e3947,color:#e8edf2;
  classDef stage fill:#10151d,stroke:#3a4657,color:#cfd8e2;
  classDef dec fill:#2a1f08,stroke:#d97706,color:#fbbf24;
  classDef phone fill:#241d08,stroke:#f59e0b,color:#fde68a;
  classDef win fill:#0e2417,stroke:#22c55e,color:#bbf7d0;
  classDef lost fill:#241010,stroke:#ef4444,color:#fca5a5;
  classDef nlive fill:#0d1f16,stroke:#22c55e,color:#d1fae5;
  classDef noff fill:#221a0a,stroke:#d97706,color:#fde3b0;
  classDef nnew fill:#221316,stroke:#f87171,color:#fecaca,stroke-dasharray:5 3;
  click Q call showNode() "See the message"
  click IE call showNode() "See the message"
  click QF call showNode() "See the message"
  click B call showNode() "See the message"
  click R call showNode() "See the message"
  click BE call showNode() "See the message"
  click BR call showNode() "See the message"
  click TDl call showNode() "See the message"
  click RS call showNode() "See the message"
  click PO call showNode() "See the message"
  click INV call showNode() "See the message"
  click FR call showNode() "See the message"
  click PAID call showNode() "See the message"
  click TY call showNode() "See the message"
  click RVQ call showNode() "See the message"
  click FB call showNode() "See the message"
  click REF call showNode() "See the message"
  click RE call showNode() "See the message"
  click EA call showNode() "See the message"
  click SD call showNode() "See the message"
  click MC call showNode() "See the message"