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Customer Communications

Every message meets the moment.

Keep customers informed before, during, and after every visit. Frontlion connects SMS, WhatsApp, RCS, and email to live service events, so each message reflects what is happening now and every reply can shape what happens next.

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Live product animation, SMS and WhatsApp, two way

The Whole Visit

One conversation from booking to follow-up.

Keep every message connected to the visit. Confirm appointments, guide arrivals, share live updates, and follow through after service in one continuous thread.

  1. Before

    Hi Maria, your Thursday visit is confirmed. Reply R to reschedule.

  2. Arrival

    You are checked in! We will text when your window is ready.

  3. During

    You are next in line. Need more time? Reply H and we will hold your place.

  4. After

    Thanks for coming in! Here is your summary and next step.

No App Required

No app. No download. No sign-up.

Customers use the phone they already carry. They can view their place, ask for more time, and stay connected throughout the wait while associates remain focused on the customer in front of them.

A customer in a bright store checks her place in line on her phone while associates serve other customers at the counter
Northwind Vision Centers Verified business · SMS
Today 4:12 PM
Hi Maria, you're 4th in line, about 12 min. Reply to this message anytime.
I need more time
Delivered
No problem, we moved you back. Your place is held, you're now 5th in line.
Text message

Every Channel

One conversation across every channel.

Create the message once, and deliver it through SMS, WhatsApp, email, or RCS based on the channel each customer already uses.

Switch channels to see the same moment, rendered natively.

NH Northwind Health SMS
Hi Maria, you are checked in. We will text when your window is ready.
You are next. Need more time? Reply H to hold your place.
H
No problem, we moved you back. Reply R when you return.

The same service moment, delivered naturally in every channel.

Event-Driven

Every message reflects what is happening now.

Messages respond to live service conditions. When waits change, capacity opens, or a visit is complete, customers hear about it automatically without pulling associates away from service.

We are running behind. Reply H to hold your place or R to reschedule.
Good news, we can take you now. Head to Window 3 when ready.
Thanks, Maria. Your documents are approved. Here is what happens next.

Personalization

Your brand and their details in every message.

Apply your logo, colors, and tone while Frontlion fills each message with the customer’s name, service, location, appointment, and language.

Northwind Health

Hi Maria, your cardiology consult at Downtown is confirmed for Thursday, 11:40 AM.

Manage appointment
Name Service Location Language Your brand

MESSAGE CONFIGURATION

Write it once. Keep every version aligned.

Edit templates, add live fields, and manage language versions from one place. Publish updates across locations without rebuilding each message or service flow.

Message templates

Appointment reminder

Hi %First Name%, you're booked for %appointment.time% at our Midtown branch. Directions: %StoreLocatorLink%. Reply C to confirm.

128 characters

Insert variable

ACCESSIBILITY & LANGUAGE

Communicate with every customer.

Language and accessibility preferences follow the customer across booking, arrival, waiting, service, and follow-up.

CustomersOperationsLocationsAccessibilityGlobal teams

Multilingual by default. Every message renders in the customer's own language, automatically.

CUSTOMER RESULTS

Messages that move the numbers.

39,000+
messages sent each month, up from 6,800.
Victoria Mutual Building Society
278,442
in-wait recommendations delivered in one quarter
Membership Warehouse Retailer
599
members recovered after abandoning through automated re-engagement in one quarter
Membership Warehouse Retailer

Explore Customer Case Studies

Connected Capabilities.

Customer communications work better connected.

Virtual Queuing

Join by QR, kiosk, or text; wait anywhere.

Explore

Appointments and Check-in

Book in seconds, arrive to a match.

Explore

Associate Interface

Customer context, guides, and next steps.

Explore

Visit Intelligence

Service, wait, and outcome becomes a record.

Explore

Next step

See every visit, hear how they stay connected.

Bring one service flow. We’ll show how Frontlion supports communication from confirmation through follow-up.

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