Phone
Answer and route calls, capture voicemail context, qualify intent, and move eligible callers toward booking through the approved voice connection.
FRONT DESK OS / INQUIRY TO BOOKING
Every inquiry reaches a clear next state.
Answer and coordinate inbound questions across phone, text, website chat, approved social media messaging, web forms, and email—then move each inquiry to a booking, qualification, or explicit human handoff.
PhoneSMS / textWebsite chatSocial media DMsEmailWeb forms
Animated product walkthroughIllustrative scenario
WHAT FRONT DESK OS CAN DOWatch one customer inquiry move from first contact to an approved response, booking, or named human handoff.
- Answers phone, text, website chat, social messages, forms, and email
- Recognizes intent and collects the information required to help
- Qualifies, books, routes, or pauses for human review
- Keeps consent, message history, delivery, and ownership visible
ONE FRONT DESK / EVERY APPROVED CHANNEL
Answer wherever the customer starts.
Front Desk OS brings each connected channel into one attributable operating record. Channel providers are selected during implementation; consent, identity, delivery, and escalation rules remain visible.
SMS / text
Respond inside consent, quiet-hour, and opt-out policy while preserving the complete customer-visible message history.
Website chat / chatbot
Answer from approved knowledge, collect required context, qualify, book, or request a human inside the website experience.
Social media DMs
Respond to supported social media messages through approved connections and route public or unsupported interactions to a person.
Read inbound requests, prepare or send approved replies, collect missing information, and assign the next operational state.
Web forms
Acknowledge submissions, create the inquiry record, apply routing and qualification rules, and notify the correct owner.
THE OPERATING WORKFLOW
From first message to attributable outcome.
The system never collapses everything into “processed.” Each inquiry remains answered, waiting, booked, suppressed, escalated, failed, or closed with a reason.
- 01
Inquiry
Capture the channel, contact, location, message, source, and consent context.
- 02
Identify intent
Use approved taxonomy and show the source message supporting the decision.
- 03
Answer or qualify
Use published knowledge or collect the required fields for that service.
- 04
Book or hand off
Confirm a valid slot or route the exception to a named person or team.
- 05
Notify and audit
Show what reached the customer, what failed, and who acted.
APPROVED KNOWLEDGE / ROUTING / REVIEW
Automation stays inside the operating policy.
Published knowledge can support routine responses. Conflicting, sensitive, expired, or unsupported information moves to review with the source and customer consequence attached.
Approved knowledge
Only published, effective, scoped answers support automatic response.
Qualification evidence
Required fields and source messages remain visible beside the outcome.
Consent safety
Channel and purpose permissions are checked before customer-visible action.
Human takeover
A person can take control without duplicate automated messages.
STRONG FIT
Designed for operational inquiry volume.
- Appointment or service businesses with repeatable inquiry patterns.
- Multiple channels, locations, services, teams, or routing rules.
- Teams that need explicit review, assignment, and exception handling.
- Leaders who want diagnostic evidence, not a black-box chatbot.
NOT THE FRONT DESK BOUNDARY
It is not a lifecycle or CRM replacement.
- Company-wide retention and reputation orchestration belongs in Revenue OS.
- Payments and complex workforce scheduling require separately approved scope.
- Provider and integration claims remain pending until confirmed.
- Unsupported or sensitive decisions remain human-owned.
FRONT DESK SYSTEMS REVIEW
Map the inquiry that should never disappear again.
Bring the channels, booking rules, locations, ownership, and exceptions. The review identifies the correct first operating workflow.
Review your front desk