> For the complete documentation index, see [llms.txt](https://docs.flowretail.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.flowretail.com/docs/service.md). # Flow Service Flow Service is the Flow Retail web app for service and repair work, from intake to handover. Flow Service is the Flow Retail web app where stores take in units for service or repair, work on them and hand them back. It reads and writes the same customers, products, stores and sales as the rest of Flow Retail, and it has its own customer portal. ![Flow Service on a store's Overview, sidebar expanded, showing Overview, Service orders, Serial search, Statistics and Settings](https://593715853-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F0GCVniU8V4PZKEK4axWz%2Fuploads%2F8dAxq0jk1pA7YMhuBKgC%2Fservice-overview-home.webp?alt=media) *** ## What does Flow Service cover? * **Intake.** **New service order** registers a unit under a service type, with the questions of that type's intake form. * **The service order.** Status and log, job type checklists, parts and work as product lines billed through a sales order, attachments, stored passwords, quotes and printable papers. * **Customer messages.** SMS and e-mail texts you write, sent automatically when a service order reaches a status, or by hand from the service order. * **Customer portal.** The customer follows the case through a link, answers a quote, writes to the store and accepts your terms. A separate signing page lets them sign at the counter. * **Overview and lists.** Each store's Overview, the Service orders list with saved lists, and a search across stores. * **Serial search.** A unit's history by serial number or IMEI, across stores. * **Statistics.** Open work, registered and completed service orders, per store and per month. * **Shared screens.** A counter PC can be locked between staff, who unlock it with their own PIN. See [Shared screens](/docs/service/shared-screens.md). *** ## How is it different from the old service extension? * **It is its own app.** Once the Service extension is active, Flow Admin's sidebar has a **Flow Service** link that opens it. * **Its settings live in Flow Service.** The service settings that used to be in Flow Admin, such as statuses and service types, are gone from Flow Admin. You set everything up under **Settings** in Flow Service. * **Access comes from role permissions only.** A user needs a role carrying one of the three service permissions. See [Permissions and roles](/docs/service/permissions-and-roles.md). * **Work is billed as product lines.** Hour registration and hourly rates are gone. Bill time with a product for an hour of work, where the quantity is the number of hours. Parts and work are booked on [service sales products](/docs/service/service-sales-products.md). * **Automatic messages are rules on statuses.** A status sends a text when a service order reaches it. See [Statuses](/docs/service/statuses.md) and Messages. *** ## Who uses Flow Service? * **Tenant admins** set up the company: statuses, service types, forms, texts and terms. They need the **Service configuration** permission. * **Store managers** set up their own store's forms and settings. They need **Service store configuration**. * **Technicians and counter staff** take units in and work on service orders. They need **Service**. *** ## What stays in Flow Admin? Flow Admin still holds what the whole platform shares: * the Service extension itself, under **Settings → Extensions** * users, roles and staff PIN codes, under **Users** * stores and their opening hours, which Flow Service shows read-only * products, including the hour product for billing time * webhooks, under **Settings → Webhooks** *** ## Can an integration follow service orders? Yes. An integration can follow service orders through two webhook actions in Flow Admin, under **Settings → Webhooks → New Webhook → Webhook Action**: | Webhook Action | Sent when | | --------------------------- | ---------------------------------------------------------------------------------------------------- | | Service Order Event Created | An entry is written in a service order's log: a status change, a note, a message or any other event. | | Service Order State Changed | A service order moves to a status in another state. Not sent when a service order is registered. | The payload carries references only: tenant, store, service order, user and the log entry. Read the service order through the API for the rest. Setting up webhooks needs the **Webhook Management** permission. --- # Agent Instructions This documentation is published with GitBook. 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