Retail & Ecommerce use cases
Order questions answered around the clock, refunds and returns that run themselves, and missed calls that become sales. Browse 29 workflows retail and ecommerce teams run on Frontdesk.
Every workflow is assembled from the same blocks: fields on tickets and contacts, sequences that react when they change, and an AI that talks on every channel. Pick one to see how it runs.
Orders and deliveries
Status questions answered around the clock and delays announced before customers ask.
Order status hotline
Where-is-my-order calls get live answers from your order system at any hour, with tracking texted.
See the workflow →Shipping delay notifications
Slipped shipments tell every affected customer first, with the new date and a save conversation for cancellations.
See the workflow →Return authorization automation
Approved RMAs send the label instantly and nudge the unshipped package on day five.
See the workflow →Back-in-stock callbacks
Sold-out items build callback lists at the counter and clear them the day stock lands.
See the workflow →Pickup-ready notifications
Pickup and special orders text the customer when ready and chase the unclaimed ones.
See the workflow →Missed calls and after-hours coverage
Answer what rings, rescue what does not, and keep nights, weekends, and holidays covered.
Missed-call text back
Missed store calls become text conversations about stock, hours, and holds that end in sales.
See the workflow →Voicemail to ticket
Order-issue voicemails become transcribed tickets assigned to the right team within seconds.
See the workflow →Overflow call answering
Holiday-rush call spikes get absorbed, with order status answered and exchanges ticketed.
See the workflow →Holiday and weekend coverage
Closed for the holiday, still answering: stock checks, store hours, and order questions handled while the team is off.
See the workflow →Spam and solicitor screening
Store lines stop ringing for wholesale pitches while real shoppers pass through.
See the workflow →Reviews and feedback
Ask at the right moment, and intercept problems before they go public.
Post-service review requests
Delivered orders trigger a review ask at the moment of unboxing, by text.
See the workflow →Negative feedback intercept
A bad delivery score reaches the manager before it reaches the product page.
See the workflow →CSAT surveys by text
One-question post-purchase texts score every order and page a human for the low ones.
See the workflow →Billing and collections
Polite, persistent money conversations that run themselves until a human needs to decide.
Speed to lead
Reach new leads while they are still on your website, and follow up like your best rep every time.
Ticket buttons and field automations
Add a field to any ticket and let flipping it run the work. Your team makes the decision, Frontdesk does the follow-through.
One-click refund button
Damaged-order refunds run from one field flip: payment processor called, confirmation sent, ticket closed with the reference.
See the workflow →Escalation button
A chargeback threat flips one field, and the manager gets the thread while the customer gets an acknowledgment.
See the workflow →Callback request button
Product questions that need an expert get scheduled callbacks instead of we-will-call-you promises.
See the workflow →Cancellation approval workflow
Approved order cancellations confirm instantly, update the record, and check back in with a win-back later.
See the workflow →Resolution follow-up
Resolved order issues get one verification text, and a no reopens the case before it becomes a review.
See the workflow →VIP flag routing
Top spenders skip the queue: their tickets jump the view and the owner gets a ping when they call.
See the workflow →Scheduling and reminders
Fill the calendar, confirm it, and recover the slots that fall through.
Field service operations
Dispatch, ETAs, parts, and emergencies coordinated over phone and text.
Front office and reception
Every caller greeted, understood, and routed, in any language, with their history loaded.
Call triage and transfer
Store calls route between floor, fulfillment, and corporate with context, and the rest get answered outright.
See the workflow →Bilingual call answering
Shoppers get service in their language, and follow-up texts arrive the same way.
See the workflow →Known-caller recognition
Repeat customers get greeted by name with their open order already on screen.
See the workflow →FAQ answering from your website
Hours, return policy, and shipping cutoffs answered from your own site, re-synced when pages change.
See the workflow →