Everything it takes to set Frontiva up for your organization

One owner account per business. The industry you choose is not cosmetic: it seeds your starter services, a first pass at your knowledge, the questions the AI asks to qualify an enquiry, and the tone it writes in. All of it is editable afterwards.

1. 1.1Sign up with the name on your signage, because customers see it on your booking page and in every message Frontiva sends for you.
2. 1.2Choose the industry that matches what you actually sell. If none fits exactly, choose the closest and edit the services in step 3.
3. 1.3Set your timezone. Appointments are created in it, and changing it later moves nothing that is already booked.
4. 1.4Add your website if you have one. Step 3 can read it, which is the fastest way to teach the AI about you.

Locations are the backbone of everything that follows. Staff rotas, calendars, phone numbers, your public booking page and your analytics are all scoped to one, so getting them right now saves unpicking later.

1. 2.1Settings, then Business: confirm the name, industry, website and phone.
2. 2.2Settings, then Locations: add every branch with its address, opening hours, holidays and its own timezone.
3. 2.3Set opening hours honestly, including the days you are closed. The AI reads them to answer whether you are open, and the booking engine refuses slots outside them.
4. 2.4Settings, then Branding: upload your logo. It appears on your booking page, on the sign-in screen your team uses, and in the emails Frontiva sends on your behalf.

This is the step that decides whether the AI is useful, and it is the one worth the most care. The agent answers only from facts you have approved. It never invents one, and a question it cannot match is logged for you rather than guessed at.

1. 3.1Add a source: point it at your website to crawl, or upload your price list, policies and any document you already hand to customers.
2. 3.2Work the review queue. Everything a crawl or an upload extracts waits there as a candidate until a person approves it, so nothing reaches a customer unread.
3. 3.3Fill in structured facts by hand: services and prices, hours, staff, policies, promotions. These always win over a document or a web page, so put anything you cannot afford to get wrong here.
4. 3.4Write your FAQs. These are question and answer pairs the AI may use word for word, which is what you want for the answers that must never drift.
5. 3.5Come back to Knowledge gaps every few days. It records, with counts, the questions the AI could not answer confidently, which is the most honest list of what to write next.

The agent is a configuration, not a black box: a personality, goals, rules it must follow, what it is allowed to do, and when it must hand over to a person.

1. 4.1Create the agent and set its tone. Start from the industry default and adjust it to how your front desk actually speaks.
2. 4.2Set the escalation keywords that must always reach a human. Anything urgent, clinical or legal belongs here.
3. 4.3Add your on-call number. This is required before the agent can go live, and it is what an out-of-hours emergency reaches.
4. 4.4Choose how much history the agent may read: this message only, this whole conversation, or the customer's earlier conversations as well. The widest setting is opt-in on purpose.
5. 4.5Leave approval mode on. Every reply waits for a person to send it, which is how you learn what the agent is good at before you let it answer alone.

Every channel lands in one inbox. Connect the ones you actually use, starting with the two that need nothing from anybody else.

1. 5.1Website chat: copy the one script tag onto your site. The key in it identifies your business and grants no access to anything, so it is safe in public page source.
2. 5.2Email: connect your mailbox over IMAP and SMTP. Replies then arrive in the inbox beside everything else instead of in somebody's personal mail.
3. 5.3SMS: connect your own Twilio account with its account SID, auth token and sending number, then paste the two webhook URLs the screen shows you into Twilio so replies come back.
4. 5.4Instagram, Messenger and WhatsApp: built and connected against a test app, waiting on Meta's review before self-serve connection opens. Ask us and we will tell you where that stands.
5. 5.5Check the health indicator on each channel after connecting. A channel that cannot send says so here rather than failing silently later.

Skip this step only if you never take appointments. Everything here feeds the public booking page and the AI's ability to book somebody in without a person touching it.

1. 6.1Services: set duration, buffers, price and which staff can perform each one. Your industry template has already seeded a starting list.
2. 6.2Bookable team: add the people customers can book with and the hours they work. They do not need a Frontiva login to appear on the calendar.
3. 6.3Online booking: publish the page for each location, then share the link or embed it in your own site.
4. 6.4Intake forms: ask the two or three things that change how you prepare, and attach the form to the services that need it.
5. 6.5Waitlist: add anybody who wanted a time you could not offer. A cancellation is matched against this list automatically.

Five roles, from Owner down to Viewer, with a permission matrix an owner can edit. Managers are scoped to the branch they run.

1. 7.1Invite each teammate by name, email and role. For a Manager, choose the branch they run as well.
2. 7.2Check Waiting to join for anybody whose invitation has not been accepted. You can resend the link, which retires the old one, or revoke it.
3. 7.3Review Team, then Roles if the defaults do not match how you work. Only the owner can change the matrix.
4. 7.4Point your team at the audit log under Team, then Audit. Every write by a person or the AI is recorded there and can be exported.

US messaging rules are not optional and the defaults here are deliberately conservative. Read this section even if you skim the rest.

1. 8.1Register for business texting under Settings, then Compliance, then Text messaging registration. Enter your legal business details and describe what you send; we submit it to the carriers for you. Texts from an unregistered number are filtered by US carriers, so this is the gate on SMS working at all.
2. 8.2Check your quiet hours. The default is the federal window and the latest you can set is 07:00 to 22:00. Reminders wait it out rather than arriving at midnight.
3. 8.3Review the consent wording on your booking page. It is saved against the contact exactly as the customer agreed to it.
4. 8.4Set your retention policy if you want one. It is off unless you turn it on, and the screen shows you exactly what would be removed before you save.
5. 8.5Leave STOP, START and HELP alone. They are handled automatically by the messaging layer, never by the AI, and they cannot be overridden.

The readiness suite puts your actual agent through a set of real conversations and scores it. Two of them must pass before it can be activated, and they are the two that matter most.

1. 9.1Run the suite from the agent screen. It asks a price question using one of your own services, so step 3 has to be done first.
2. 9.2Emergency reaches a human must pass. This checks the agent's behaviour: an urgent message is escalated rather than answered.
3. 9.3Somebody on call is woken must pass. This checks your configuration: an on-call number and a working SMS connection, so the alert actually arrives.
4. 9.4Read the scored scenarios that failed. Each one points at a gap in your knowledge rather than a fault in the agent.
5. 9.5Activate when it passes, with approval mode still on.

Setup is done. What follows is the habit that makes the difference between an AI that gets better and one that stays where you left it.

1. 10.1Work the inbox daily and approve or correct each drafted reply. Every correction is a signal about what your knowledge is missing.
2. 10.2Check Knowledge gaps twice in the first week and write the answers to whatever appears there.
3. 10.3Open Analytics, then AI to see resolution, handoff rate and hours saved. Attribution shows where enquiries came from.
4. 10.4Set up the scheduled email report from the Analytics page so the numbers reach your team without anybody logging in.
5. 10.5Watch your usage bars under Billing. They warn at 80 percent and again at 100 percent of your plan.