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 Admin → Apps → All Apps. Once enabled, three surface toggles under Available features in Settings — My Day, Campaigns, and Coverage rollup — are on by default. My Day also gates the Day Sheet, the Reviews queue and every work action, and the daily digests and due-soon reminders pause while it is off. Campaigns also gates Requests, the publishing Calendar, Categories, the Translations desk and campaign Q&A. Coverage rollup also gates People, Shared blockers, Analytics, Remind on the coverage roster, Nudge on the Day Sheet, the coverage lines in the manager digest, and Ask AI’s coverage answers.
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, People, Shared blockers or Analytics tabs?
All four are gated on two conditions: the 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 keep work from someone. First, if the campaign names an expected role, the work is reserved for people holding that role — anyone without the role doesn’t see it among the work they can claim at all. Second, once someone is already holding the maximum number of critical items for the day (Most critical items one person sees per 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, their open work stays with them until its deadline passes; then the campaign’s unfinished-work rule moves it — by default to whoever holds the role, or, if the campaign says so, back to the pool, to the next shift, or to the accountable manager. A manager can hand it off sooner. 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 on shift at the location — scheduled there (a draft roster or on-call standby doesn’t count), or clocked in there right now — are preferred over those who are not. A setting called Only Assign Work to People on Shift makes that preference a hard rule, but it is off by default because it can leave a location with no one on the hook.
Why do I have to pick a reason when I hand work to someone else?
A hand-off overrides the assignment the system made, so it asks why: Not scheduled or off shift, On leave or out sick, Needs different skills or training, Already has too much on, or Something else (which needs a short note). The reason goes on the work’s history and is what the previous holder reads. It is also how the platform learns: if managers keep handing work off because the person was not on shift, Muscle Memory proposes turning on Only assign work to people on shift. Your note is never analysed — only the reason you picked is counted.
What happens when a shift ends and work is unfinished?
Nothing moves at the end of the shift itself. Once the work’s deadline has passed, the rule the campaign chose under If the work is still open when it’s due decides: Hand it to whoever holds the role now (the default), Put it back in the pool, Hand off to the next shift, or Escalate to the accountable manager. 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 can repeat daily, weekly, monthly, or on every published shift — per location, or per assigned shift employee. 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 lets through anyone who is clocked in, or who is on a scheduled shift with a 15-minute grace period on each side. A shift on a draft roster, or on-call standby, does not count, and someone who clocked out early is off shift even before their shift’s scheduled end. If the platform cannot look the answer up at all, the fence lets the worker through — it never locks someone out on missing data. If the problem persists, check whether the worker is clocked in, and whether their schedule has been published (or sent for approval) 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 Admin → Apps → All Apps.
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.