The Franchisee Support is a Frannie AI agent built for franchise owners. It serves as a comprehensive operations assistant that helps franchisees run day-to-day business activities more efficiently. The agent provides guidance across operations, customer engagement, marketing, compliance, technology, financial fundamentals, and team training, based on the knowledge base you configure.
This guide is for admin users and covers:
Setting up access to Franchisee Support
Configuring Data Source
Best practices to improve Franchisee Support
Training franchise owners to use Franchisee Support effectively
Frequently Asked Questions (FAQs)
1. Setting Up Access to Franchisee Support
Franchisee Support is intended for franchise owners. You can also enable it for selected internal users if needed for testing (for example Corporate Users or Support Teams). Access is controlled through role permissions.
Steps to enable access
Go to Admin (settings) > Access Control > Roles.
Select either Add New Role or open an existing role to edit permissions.
Search for the permission segment Can Access AI Chatbot.
Enable Can Access Franchisee Support Chatbot and save the role.
Users assigned to this role will now be able to open and use Franchisee Support.
2. Configuring Data Source
Franchisee Support answers questions using documents in its knowledge base. It uses RAG (Retrieval Augmented Generation), which means:
The agent does not search the internet.
It responds only from the documents you upload.
If a question is outside those documents, the agent returns an “I don’t know response.”
Because this agent is franchise owner facing, only upload content that franchisees are allowed to see and use.
About the “I don’t know response”
Note: The “I don’t know response” is customizable, but not from the agent UI. To request an update, contact your Account Manager or submit a ticket to FranConnect Support.
Examples of supported updates include:
A longer message (for example: “I’m sorry, I can’t answer this question. Please contact corporate support for further help”).
A message including links (for example: “I don’t know the answer to this question. Please submit a ticket using your support portal”).
About persona customization
Persona customization controls how Franchisee Support responds, not what it knows. It ensures the agent behaves like a reliable operations assistant aligned with your brand and standards.
Persona customization can include:
Tone and voice: Professional, clear, friendly, and supportive so franchise owners feel guided, not lectured.
Response format: Practical outputs such as checklists, step-by-step SOP guidance, or short scripts for franchisee use.
Sensitive-topic rules: Guardrails for areas like safety, compliance, licensing, or brand standards, including when the agent should suggest escalation.
Persona updates are not available in the agent UI today. To request changes, contact your Account Manager or submit a FranConnect Support ticket. Persona does not replace data sources. If content is not in your uploaded documents, the agent will still return an “I don’t know response.”
Accessing Data Source settings
Only users who can open agent settings can configure data sources.
Open the Frannie AI window from the star icon in the menu bar.
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Click the Settings button in the top-right corner.
By default, data source configuration is available to corporate users in Corporate Administrator.
To grant access to other corporate users, update their role with:
Can Access AI Chatbot > Can Access Chatbot Settings
Select the agent you want to configure (Franchisee Support).
Click the Data Source icon to view and manage current data sources.
Adding a new data source
You can add documents from either the Hub Library or your computer.
Option A: Add from the Hub Library (in Bulk)
Click Add New Data.
Select Hub Library.
Use the flat list or search by file or folder name to find documents.
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Select up to 50 files per batch, each under 100 MB.
If a file is larger than 100 MB, split it before uploading.
For video files, upload transcripts for faster processing.
Click Upload.
Review your selections in the confirmation pop-up and confirm.
Option B: Add from your computer
Click Add New Data.
Select Upload from File.
Browse for your files and upload them.
The upload flow is the same as Hub Library uploads.
Managing data sources
After upload, each file shows a processing status.
Processing Status: Files show as Queued and typically process in under a minute.
Batch Uploads: You can start another batch without waiting for earlier batches to finish.
Failed Files: Filter by Failed, then use Retry from the 3-dot menu.
Removing Files: Use Delete from the 3-dot menu. Deleted files become available in the Hub Library list again.
Adding a file from Hub directly (optional shortcut)
You can send a Hub Library file directly into Franchisee Support without opening agent settings.
Locate the file in your Hub Library.
Click the 3-dot menu next to the file and select Save to AI Agent.
Choose Franchisee Support and click Save.
Updating an existing data source file
When you update a Hub Library document already configured as a data source:
Franchisee Support automatically replaces the old version with the updated file.
The older file is removed from the knowledge base.
No admin action is required.
Very Important: Data source visibility
Very Important: Once a file is configured as a data source, it becomes accessible to all users who can access Franchisee Support, regardless of original Hub permissions.
Current Hub accessibility rules do not restrict the agent’s responses. If a franchisee can access Franchisee Support, the agent may use any configured file to answer them.
Access control for bot knowledge bases is being implemented and is expected in Q1 2026. All Frannie customers will be notified when it is released.
3. Best Practices to Improve Franchisee Support
Franchisee Support is only as strong as the documents you provide. Use the practices below to keep performance high and franchisee-safe.
3.1 Monitor conversations
Click Frannie next to your profile icon.
Select Agent Settings.
Select View Conversations.
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Export conversations to Excel to review:
“I don’t know the answer to that...” responses
Thumbs down feedback
Use this to identify missing topics, unclear SOPs, or recurring franchisee questions.
3.2 Keep franchisee content current
Remove obsolete manuals, vendor lists, promotions, or policies.
Replace old versions with one authoritative document per topic.
Update seasonal campaigns before they launch.
3.3 Remove duplicate documents
Duplicates increase search noise and reduce answer quality. Keep one approved version per topic.
3.4 Add escalation and routing guidance
Upload a simple routing document that explains:
When to contact corporate support
Which team handles what issues
How to raise urgent safety or compliance concerns
Relevant links or phone numbers
Review this document regularly. Include links to relevant systems if needed.
3.5 Upload the right types of franchisee-facing documents
Franchisee Support performs best with clear, structured operational content such as:
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Operations Manuals and SOPs
Daily service procedures
Inventory and equipment maintenance
Scheduling and routing standards
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Customer Engagement Playbooks
Scripts for inquiries, complaints, and upselling
Retention and loyalty guidelines
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Marketing and Local Store Marketing (LSM)
Local marketing practices
Social media rules and templates
Seasonal promotion playbooks
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Compliance and Safety Materials
Licensing checklists
Chemical storage and SDS guidance
Inspection and audit preparation
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Technology and Tool Guides
FranConnect CRM steps
Proprietary system navigation
Common troubleshooting SOPs
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Financial Fundamentals for Franchisees
Budgeting and expense tracking basics
Royalty submission steps
Non-technical tax compliance reminders
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Training and Development Content
New hire onboarding checklists
Ongoing safety and service training modules
Customer service standards
4. Training Franchise Owners to Use Franchisee Support
Admins should encourage franchise owners to use the agent for day-to-day operational questions, first-line troubleshooting, and quick guidance before escalating to corporate support.
4.1 Teach franchise owners to include context
Franchisee Support works best when users include details such as:
Store or territory context
Customer scenario
System or tool involved
What they already tried
Compliance or safety constraints (if relevant)
Example prompts:
OK: “How do I prepare for tomorrow’s scheduled jobs?”
Best: “I’m preparing for tomorrow’s scheduled jobs. I have three mosquito treatments and one termite follow-up. What checklist should my team follow for inventory, equipment, and route prep?”
4.2 Encourage use before raising support tickets
Franchisee Support can help franchise owners:
Find SOP steps quickly
Troubleshoot common issues
Confirm compliant approaches
Identify the correct escalation path
Admin coaching:
“Ask Franchisee Support first, then escalate if you still need help.”
5. Frequently Asked Questions (FAQs)
#1 Does Sales Coach follow Hub file accessibility rules?
No. Once a file is configured as a data source, it is accessible to all users who can access the Franchisee Support agent, regardless of Hub permission tags. See the “Very Important” note in the Data Source section. Please note that only either franchise tagged or publically available documents are shown in Hub Library document listing page when configuring the data source for the Franchisee Support agent.
#2 Can I change the name or avatar of Franchisee Support?
You can change the agent name by contacting your Account Manager or FranConnect Support. Avatars cannot be changed at this time.
#3 Is there an app to access the Franchisee Support agent?
Yes. Frannie bots, including Sales Coach, are available in the FranConnect mobile app for Android and iOS. Here are the links:
Android: Frannie AI – Apps on Google Play
#4 Can links (website, video, etc) be configured in the agent’s data source?
No. Currently, links can not be configured in the agent’s data source, but it will be available soon.
#5 Can SSO links be configured in the agent’s data source?
While there is no direct way to connect SSO links to the agent’s knowledge base, you can use the data source feature to create a PDF or excel file with references to SSO links to each information system you use. To extract SSO links, you must be an admin user, and go to Admin > Configuration > Configure Single Sign On > Copy links of existing SSO links created (or create new ones)
#5 How do I configure the “Getting Started Questions” in the agent?
You can get the getting started questions list changed by your Account Manager or FranConnect Support.