Franchisee Support is only as strong as the documents you provide. The practices below help you keep performance high and ensure the agent remains safe and useful for your franchise owners.
1. Monitor conversations regularly
Review what franchise owners are asking and how the agent is responding. This is your best signal for what's missing or unclear in your knowledge base.
Click Frannie next to your profile icon.
Select Agent Settings, then View Conversations.
Export conversations to Excel and filter for:
Responses containing "I don't know" — these point to missing topics.
Thumbs down feedback — these indicate answers that didn't help.
Use this to identify missing SOPs, unclear guidance, or recurring franchisee questions that need better coverage.
2. Keep content current
Remove obsolete manuals, vendor lists, promotions, and policies.
Replace old versions with one authoritative document per topic.
Update seasonal campaigns before they launch — not after.
3. Remove duplicate documents
Duplicates increase search noise and reduce answer quality. Keep one approved version per topic and remove the rest.
4. Upload the right types of documents
Franchisee Support performs best with clear, structured operational content. The most impactful document types are:
Category | Examples |
|---|---|
Operations Manuals & SOPs | Daily service procedures, inventory and equipment maintenance, scheduling and routing standards |
Customer Engagement Playbooks | Scripts for inquiries, complaints, and upselling; retention and loyalty guidelines |
Marketing & LSM | Local marketing practices, social media rules and templates, seasonal promotion playbooks |
Compliance & Safety | Licensing checklists, chemical storage and SDS guidance, inspection and audit preparation |
Technology & Tool Guides | FranConnect CRM steps, proprietary system navigation, common troubleshooting SOPs |
Financial Fundamentals | Budgeting and expense tracking basics, royalty submission steps, non-technical tax compliance reminders |
Training & Development | New hire onboarding checklists, ongoing safety and service training modules, customer service standards |
5. Add escalation and routing guidance
Upload a routing document that explains:
When to contact corporate support
Which team handles which issues
How to raise urgent safety or compliance concerns
Relevant contact details or links
Review this document regularly. Include links to relevant systems where needed.
6. Train franchise owners to prompt with context
Franchisee Support works best when owners include relevant details in their questions. Teach them to specify:
Store or territory context
The customer scenario or situation
The system or tool involved
What they have already tried
Any compliance or safety constraints
| Example |
|---|---|
❌ Weak prompt | "How do I prepare for tomorrow's scheduled jobs?" |
✓ Strong prompt | "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?" |
7. Set the expectation: ask the agent first
Coach your franchise owners to use Franchisee Support before raising a support ticket. The agent can help them find SOP steps quickly, troubleshoot common issues, confirm compliant approaches, and identify the right escalation path when they do need to escalate.
8. Review and refresh Getting Started Questions monthly
Getting Started Questions are the first thing franchise owners see when they open Franchisee Support. Keeping them current signals that the agent is active and relevant — and helps owners discover the most useful things to ask.
Review them monthly and update them to reflect:
Recurring topics from conversation exports — if owners keep asking about the same procedure or compliance area, surface it as a Getting Started Question.
Seasonal operational priorities — new promotion launches, upcoming inspections, or training cycles.
Recent SOP or policy updates — if something has changed that franchisees need to act on, a Getting Started Question is a simple way to prompt awareness.