Frontline Execution FAQ
Answers to common setup and operating questions about Frontline Execution.
For what the app is and how to set it up from scratch, see the
Frontline Execution Overview.
Setup
Do I need to configure anything before campaigns work?
Yes. Frontline Execution requires a licence and is disabled by default. Enable it from the Apps Marketplace. Once enabled, three surface toggles — Enable My Day, Enable Campaigns, and Enable Coverage Rollup — are on by default. My Day also gates the Day Sheet, the Reviews queue, and every completion action. Campaigns also gates the Requests pipeline and the publishing Calendar. Coverage also gates Analytics.
Who can author and launch campaigns?
Administrators, app administrators, and managers. Managers are scoped to their own subtree of the location hierarchy at query time, so they can only target locations they manage.
Who can change Frontline Execution settings?
Only administrators and app administrators. All other users, including managers, are redirected if they try to reach the Settings page.
Permissions and access
Why can’t a manager see the Coverage or Analytics tabs?
Coverage and Analytics are gated on two conditions: the Enable Coverage Rollup toggle must be on, and the user must be an administrator, app administrator, or manager. If the toggle is off, those tabs disappear for everyone, including admins.
Why can’t some employees claim work posted at their location?
Two things can block a claim. First, if the campaign names a required role, only people holding that role can claim it — a role-less user sees the item but the Claim button is refused. Second, once someone is already holding the maximum number of critical items for the day (default 3, configurable from 1 to 50 in Settings), the platform refuses any further critical claims until they finish or release one.
Day-to-day
What happens when the assigned person quits, goes on leave, or transfers?
Nothing breaks. Work is bound to a location and a role, not to a person. When someone leaves, the obligation hands to whoever now holds that role at that location. The due date, proof requirements, and coverage numbers are untouched. Every change is written to an append-only history showing who held the work and why it moved.
How does the app decide who gets the work?
Assignment checks five things in order: the person must be an active member, mapped to the location (or anywhere above it in the location tree), holding the required role if the campaign names one, not on approved leave, and holding any required certifications that are still current. People scheduled at the location are preferred over those who are not. A setting called Only Assign Work to People Scheduled to Work makes that preference a hard rule, but it is off by default because it can leave a location with no one on the hook.
What happens when a shift ends and work is unfinished?
The campaign’s unfulfilled policy decides. Four options exist: hand off to the next rostered, eligible person; return the work to the claim pool; re-resolve the assignment to whoever currently holds the role; or escalate to the location’s accountable owner. After 5 attempts with no completion, the work is marked missed. A campaign can optionally raise a corrective action automatically when work is missed.
Can a campaign recur automatically?
Yes. Campaigns support daily, weekly, or monthly recurrence. Weekly requires at least one day of the week. Every recurring schedule must have an end date — it will not run indefinitely by omission. Each occurrence creates a separate child campaign so that coverage is counted per occurrence rather than across the whole run.
Proof and review
Can I require proof before work counts as done?
Yes. A campaign can require a photo, a signature, or both, and the server refuses to mark the work done until the proof is present. This rule is enforced identically on the web, mobile, kiosk, the API, and the AI assistant — no surface is a way around it. Acknowledgement-type and inspection-type campaigns cannot carry proof requirements because they have no attachment point for photos or signatures.
Can the person who did the work approve their own submission?
Not by default. Someone Else Must Approve Submitted Work is on out of the box and applies everywhere work is reviewed — the review queue, bulk accept, the mobile app, the API, and the AI assistant. Administrators are not exempt. You can turn the rule off in Settings for lower-risk work, but it still holds on any campaign that requires photo or signature proof.
Why was my reviewer told “You can’t review your own work”?
The separation-of-duties rule prevents the person who completed the work from also approving it. This applies regardless of role, including administrators. The rule cannot be overridden on campaigns that require photo or signature proof, even if the setting is turned off.
Why did a send-back come through without telling the worker what to fix?
It shouldn’t. The platform requires at least 4 characters in the reviewer’s note when sending work back. The note is the only thing the worker sees, so a blank send-back would leave them guessing. This rule applies on every surface — web, mobile, API, and AI assistant.
When something looks wrong
“I can’t see next week’s work on My Day”
My Day only shows items from active campaigns whose eligibility window includes the current time. If the campaign sets a “work available from” and “work available to” window, items outside that window do not appear. Also confirm the worker is mapped to a location the campaign targeted and holds the required role, if one is set.
“I finished the work but it still shows as open”
If the campaign requires review, completing the work submits it rather than finishing it. It moves to the Reviews queue and stays there until a reviewer accepts or sends it back. The Coverage page counts it as Submitted, not done, until the review is complete.
“The training check won’t let me complete this work”
The training gate fails closed by default: if the platform cannot confirm the worker has completed the required course, the work is blocked. Two escape hatches exist. First, you can change If a Training Check Can’t Be Completed from block to allow in Settings — this restores fail-open for tenants where an outage must never stop the floor. Second, you can turn on Let Managers Override a Training Block, which lets a manager record an override on one specific piece of work with a written reason kept permanently. The override requires at least 10 characters and names who granted it.
“The shift fence is blocking someone who is actually on shift”
The shift fence checks the published roster with a 15-minute grace period on each side. If the roster for that day has not been published, or if the scheduled shift data is missing, the fence treats the answer as unknown and lets the worker through — it never locks someone out on ambiguous data. If the problem persists, check whether the worker’s shift is actually published in the Scheduling app.
“Forty stores all reported the same problem and I have to review each one”
Open the Shared blockers tab under Manage. When at least 3 locations (configurable from 2 to 50 in Settings under Locations Needed to Group a Blocker) report the same structured problem on the same campaign, it appears as one grouped issue. From there you can raise a single Service Desk ticket that names all affected locations. The group is computed from live data, so as stores clear their blockers the group shrinks automatically.
Licensing and limits
Does Frontline Execution require a licence?
Yes. It requires a licence and is disabled by default. An administrator enables it from the Apps Marketplace.
What are the limits I should know about?
| What | Limit |
|---|---|
| Items shown in one worker’s My Day list | 100 ranked, plus 25 claimable |
| Critical items per person per day | 3 by default, configurable 1–50 |
| Reference documents per campaign | 25 MB per file |
| Allowed document types | PDF, Word, Excel, PNG, JPEG, WebP |
| Estimated duration per campaign | Up to 480 minutes (8 hours) |
| Worker-language pilot | Up to 2 languages per tenant |
| Unfulfilled handoff attempts before work is marked missed | 5 |
| Shared blocker grouping threshold | 3 locations by default, configurable 2–50 |
| Campaign Q&A thread | 20 most recent questions displayed |
| Directive-work budget per person per day (overload gauge) | 60 minutes by default, configurable 15–240 |
| Due-soon reminder lead time | 4 hours by default, configurable 0–72 (0 turns it off) |
| Release hour | 0–23 (tenant-local time; default 6) |
| Request lead time before a release | 3 days by default, configurable 0–14 |
| Content standards text | Up to 5,000 characters |
More help
- Frontline Execution Overview
- Ask AI — the assistant answers Frontline Execution questions from these articles.