Franchise Support Agent in Frannie AI
AI-Powered Operational Support for Franchise Teams
Frannie AI includes a dedicated Franchise Support Agent - an AI-powered assistant that provides real-time, conversational access to critical operational content. Built for franchise owners, managers, and frontline staff, this agent makes it easy to locate SOPs, checklists, training guides, and compliance documentation without delays or manual digging.
By understanding natural language questions, the Franchise Support Agent delivers immediate, accurate responses based on your brand’s verified documentation - helping ensure consistent operations and efficient support across locations.
Key Capabilities Include:
Conversational Search: Ask operational questions and receive instant answers grounded in internal documentation.
Smart Content Retrieval: AI searches connected content libraries and surfaces relevant guidance from policies, training manuals, and operational materials.
24/7 Availability: Supports franchise teams across all shifts and time zones.
Admin-Managed Data Sources: Upload documents or link content from the Library using folder and file name search.
Content Management: Deactivate or replace outdated materials to keep chatbot responses aligned with current practices.
Conversation History: View past chats to understand usage trends and refine support content over time.
To Get Started:
Open Frannie AI from the main menu
Select the Franchise Support Agent
Ask a question to receive AI-powered, real-time assistance
Introducing Operations 2.0
A New Experience for Field Operations and Franchise Performance
We are introducing Operations 2.0 - a fully redesigned version of the Operations module that brings a modern interface, expanded functionality, and more intuitive tools to support field teams and franchisees. Starting in August 2025, Operations 2.0 will be available alongside the existing module, giving brands time to explore new features and gradually transition.
This update is built to enhance field engagement, streamline visit workflows, and provide better visibility into performance at every level of the franchise network.
Key Capabilities Include:
UX Redesign: A refreshed interface with improved navigation, advanced filters, customizable columns, and streamlined reporting.
Quick-Action Cards: Surface upcoming tasks and scheduled visits to help field teams stay organized and proactive.
New Visit Types: Support for Inspections and Business Reviews enables more tailored and structured field visits.
Self-Assessments: Franchisees can complete their own assessments to evaluate performance, readiness, and compliance.
Visit Form Templates: Access a library of standardized templates to ensure consistent visit documentation and brand alignment.
Playbook Tracker: A centralized view of Playbook progress, including related tasks, updates, and key notifications.
To Get Started:
If you are currently using the Operations module, Operations 2.0 will be enabled on your site beginning in September 2025
Access Operations 2.0 from your main navigation and explore the updated experience at your convenience
User Dropdown Field in Form Generator
Flexible Role-Based User Selection for Forms and Task Assignment
We’ve introduced a new User Role dropdown field type in the Form Generator for both the Sales and Info Manager modules. This enhancement allows you to dynamically display and select users based on their roles when capturing or updating form data - improving flexibility in task assignment, approval workflows, and data ownership.
This update enhances form configurability and enables more precise user targeting in workflows that involve cross-functional collaboration.
Key Capabilities Include:
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New Field Type:
User Role Dropdown is now available in Form Generator for Sales and Info Manager
Can be added to both default and custom tabs
Admins can define which User Role Groups appear in the dropdown
End users will see a filtered list of users based on the selected roles
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Flexible Form Usage:
During form fill or update, users can select individuals based on role-specific visibility
Useful for assigning responsibility, routing approvals, or recording task ownership
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Expanded Task Assignment:
Tasks can be assigned to users outside of the lead owner role
Supports multi-role collaboration across workflows
System-Wide Integration:
Reporting: Included in lead and Info Manager reports
Advanced Search: Supported as a filter
Export: Available in data exports
Workflow: Usable as both a condition and action in automated workflows
API: Read/write support through API
Mobile: Fully functional on mobile devices
To Get Started:
Open the Form Generator in Sales or Info Manager
Add a User Role Dropdown field to a default or custom tab
Select the User Role Groups to include in the dropdown
Publish the form to begin dynamically filtering users based on role during form entry
Lead Source and Source Detail Deactivation
Clean Up Outdated Lead Sources for Better Data Accuracy
FranConnect now allows admin users to deactivate Lead Sources and their associated Source Details when they are no longer needed. This enhancement helps franchise brands streamline lead entry workflows, reduce clutter, and maintain cleaner attribution data across the system.
By removing unused values from dropdown menus without affecting existing records, teams can ensure that only relevant options are available to users, while still preserving historical data for reporting and analysis.
Key Capabilities Include:
Deactivate Lead Sources and Details: Admins can disable any lead source or detail that is no longer in use.
Cleaner Lead Entry Forms: Inactive values no longer appear in lead creation menus, reducing confusion and ensuring consistency.
Historical Data Retention: Deactivated values remain visible in reports and existing lead records for full attribution transparency.
A new Active column has been added to both the Lead Source Category and Source Details setup pages. Active values are indicated with a checkmark, and toggling off the status hides them from selection going forward.
To Get Started:
Go to the Admin>Sales>Sources
Open the Lead Source Category or Source Details configuration page
Use the Active column to deactivate values you no longer want available in lead entry forms
API Enhancements for Lead Attribution and Web Form Tracking
Better Visibility Into Lead Sources Across Your Franchise Sales Efforts
We have expanded its API capabilities to give franchise brands improved access to lead attribution data. These enhancements support deeper analysis of lead activity, help optimize marketing spend, and improve how lead performance is tracked across locations.
Key Capabilities Include:
Lead Web Form URL Access: Retrieve the web form URL associated with each lead using the API. This helps track which system-generated forms are responsible for lead generation across digital channels.
Note: Only forms created within FranConnect are supported; third-party or custom forms are excluded.Lead Source Category and Details: New API fields provide visibility into each lead’s source category (e.g., digital, referral, event) and source details (e.g., Google Ads, franchise portal, trade show). This enables more accurate attribution at the location level.
These enhancements make it easier to connect lead data with CRM, BI, and marketing systems—improving reporting accuracy and helping brands better understand the effectiveness of their lead generation efforts.
To Get Started:
Review the latest API documentation at docs.franconnect.net
Use the updated endpoints to integrate lead source and web form data into your reporting or lead management tools
Tier-Based Royalty Calculation Using YTD Sales
Automated Royalty Rates Based on Year-to-Date Franchise Performance
We’ve added support for tier-based royalty rules that automatically adjust percentage rates based on a franchisee’s Year-to-Date (YTD) sales. This enhancement allows brands to apply variable royalty rates fairly and consistently—based on total performance—without manual tracking or calculation.
Key Capabilities Include:
New Tier Rule Type: Define royalty tiers with specific rate ranges based on YTD sales thresholds.
Dynamic Category Support: Apply tier-based rules per sales category, enabling more granular rate structures.
Agreement Integration: Tiered royalty rules can be linked to specific agreement versions, ensuring alignment with negotiated terms.
User Impact:
Franchisees are automatically charged the correct royalty rate based on their total YTD sales
Admins can easily configure, manage, and report on rate application logic
Invoices reflect rate tiers without requiring manual calculations
To Get Started:
Once enabled, Define tier ranges and rates for each applicable sales category
Create a royalty rule using the YTD-based calculation option
Link the rule to an agreement version for activation
Once invoiced, view the tier breakdown on the royalty invoice page
Improved Filtering and View Preferences in Royalty Manager
Faster Access, Fewer Clicks, and Smarter Defaults for Finance Workflows
We’ve made several usability enhancements across the Royalty Manager (Sales, Invoice, and Payments pages) to improve how users filter and view data. These updates reduce friction in daily workflows and help finance and operations teams access the information they need more efficiently.
Key Capabilities Include:
Filters Open by Default: The filter panel now appears expanded when users land on a page, reducing unnecessary clicks.
Manual Date Input: In addition to calendar selection, users can now type dates directly into the date filter field—making filtering faster and more flexible.
Save View Functionality: User preferences, such as “Items per page,” are now retained automatically for a more consistent experience session to session.
Scope:
Changes apply to Sales, Invoice, and Payments pages within the Royalty Manager
Manual date input is also enabled across other areas using the new UI system-wide
To Get Started:
Contact FranConnect support team at helpdesk@franconnect.com to enable this setting and to apply these improvements to your finance modules
Transparent Calculation Breakdown for Non-Financial Royalties
Improved Visibility for Franchisees on Royalty Invoices
We’ve introduced a calculation breakdown for non-financial royalties directly on the Invoice Detail (Royalty) Page. Franchisees can now see exactly how royalty amounts are calculated, including details on rules, categories, and caps—bringing greater transparency to royalty billing and reducing confusion.
Key Capabilities Include:
- Category-Wise Calculation Display: Shows how non-financial royalty values are derived, with rule types and caps clearly broken out.
- Improved Clarity for Franchisees: Helps franchisees understand what inputs and rules affect their royalty charges.
- Targeted Scope: Applies only to the Invoice Detail (Royalty) Page. Does not apply to ad hoc or master invoices.
To Get Started:
- Contact FranConnect support team at helpdesk@franconnect.com to enable this setting and to view the breakdown automatically on the applicable royalty invoice pages
Lead Task Notification to Contacts
Improved Transparency and Engagement Through Automated Communication
We’ve added a new email notification feature that keeps leads informed when tasks are created against them. Previously, only the assigned user received a notification when a task was logged. With this update, the lead will also receive an email - ensuring they’re aware of follow-ups, requests, or updates without requiring separate outreach.
This enhancement improves transparency in lead communications and helps drive more timely responses and engagement.
Key Capabilities Include:
Lead Notifications: Leads now receive an automatic email when a task is created for them, regardless of the task assignee.
Universal Task Support: Applies to all task assignments - whether the task is assigned to the lead owner or another team member.
Admin Control: A feature flag allows admins to enable or disable lead notifications based on brand preferences and communication strategy.
To Get Started:
Contact FranConnect support team at helpdesk@franconnect.com to enable the feature flag for lead task notifications
Once enabled, leads will begin receiving task notifications automatically when a task is logged against their profile
New Franchise Sales Scorecard in Analytics
Track Franchise Sales Performance and Funnel Conversion Effectively
Now available in the FranConnect Analytics Catalog, the Franchise Sales Scorecard provides a comprehensive dashboard for analyzing franchise development performance. From lead source cost analysis to funnel conversion insights, this report helps teams make data-driven decisions to improve pipeline health and sales ROI.
Key Capabilities Include:
Lead Source Analysis:
Track lead volume and cost-per-lead across sources, status categories, and timeframes (YTD, monthly, and year-over-year).Funnel Conversion Insights:
Understand how leads move through each stage—from New to Awarded—with conversion rates, 3-month rolling averages, and deal type segmentation (Growth vs. New).Pipeline Tracking:
Visualize monthly trends and see whether lead volume is “On Track” using projected vs. average indicators.Killed Leads Analysis:
Identify the most common reasons for lead loss and analyze patterns to improve lead quality and follow-up strategy.Flexible Filtering:
Filter the dashboard by brand, lead source, status category, and time period for customized, segmented analysis.
To Get Started:
Navigate to Analytics > Develop > Franchise Sales Scorecard
Use available filters to explore cost trends, conversion health, and pipeline performance
Share insights with your franchise development team to optimize marketing spend and sales efficiency
New Visualizations in Site Visit Response Analysis Dashboard
Deeper Insights and Enhanced Usability for Site Visit Data
We’ve added new visualizations and usability enhancements to the Site Visit Response Analysis dashboard to help brands gain deeper insights into visit performance, unit benchmarking, and operational follow-up. These updates make it easier to track trends, evaluate performance, and take action on high-priority issues.
Key Capabilities Include:
Visits Summary Metrics:
View Average Time Spent (in minutes) per visit to better understand on-site engagement and time allocation.Scheduled vs Completed Trends:
New trendline visualizations show how visit scheduling aligns with completions over time—highlighting follow-through and scheduling efficiency.Unit Performance Visualization:
Access pie and bar charts that segment unit performance by score, along with tab-wise performance breakdowns for detailed audit insights.Unit Leaderboard:
A new leaderboard view ranks units by audit performance (Score % and Rank), spotlighting top performers and guiding coaching opportunities.Response Count Analysis:
A matrix view displays response volume across questions and tabs, helping teams quickly identify data gaps or irregularities.Critical Task Overview:
New charts show how long high-priority tasks take to complete, segmented by response time ranges: <24 hrs, <72 hrs, <1 week, and >1 week.
To Get Started:
Go to Analytics > Operate > Site Visit Response Analysis
Explore visualizations like performance charts, leaderboards, and completion trends for high-level insights
Use tools like Critical Task Overview and Response Count Matrix to drill into specific issues and take follow-up action
Posting to Teams Support in FranBuzz (Mobile App)
Post to Teams Directly from the App
We’ve improved the FranBuzz experience on mobile by enabling team selection when creating a post. This functionality - previously available only in the web app - is now accessible in the mobile app as well, ensuring team-based communication is seamless across platforms.
Key Capabilities Include:
Team Visibility in Mobile: Users can now view and select from all configured teams when posting in FranBuzz on the mobile app.
Mobile + Web Alignment: Team configurations made in the web app are now reflected in the mobile experience.
Simplified Posting Workflow: Mobile users can choose the appropriate team audience directly while composing a post.
To Get Started:
Open the FranConnect mobile app and navigate to FranBuzz
Tap Create Post and select from available teams
Note: Teams must be pre-configured in the web app to appear in the mobile app
Transition to New Store Summary
A centralized Store Summary provides a unified view of franchisee, corporate, and development locations for easier tracking.
- Unified Location Management – View all location types in one place.
- Lifecycle Stage Tracking – Monitor progress across stages like In Development, Active, and Terminated.
- Improved Reporting Structure – Cleaner data and simplified navigation.
To Get Started:
- Navigate to Information Manager > Store Summary
- Use lifecycle tabs to review and filter location data
- Reminder: Migrate to the new Store Summary by October 2025 for uninterrupted access