Approve your follow-up wording
Every message Frontline sends for your shop is worded by you. Nothing goes out until its wording is approved.
Where it is
In the app, open Settings, then Follow-ups. Owners can edit and approve wording. Team members who are not owners can read it but not change it.
What comes ready
A new shop starts with plain English email wording for every follow-up, already approved. Spanish wording is not approved, so it does not send.
Change a message
Open a follow-up, edit its subject and body, then press Save and approve. Any edit withdraws the approval until you do, so a half-edited message never goes out.
You can also turn any follow-up off, and change when its steps send and how many there are.
What stays fixed
Review requests go to every customer with a finished job, happy or not, because sending review links only to happy customers breaks Google's rules. Each one also carries a private "Something not right?" link that lands on your Today list.
Offers such as win-backs and seasonal tune-up emails always carry an unsubscribe link and your mailing address, and a customer gets at most one offer a week from you. A customer who unsubscribes still gets emails about work they book with you.
Gas, smoke and carbon monoxide always count as emergencies. No setting turns that off.
If a message is held
A held message was written but not sent, and Messages shows the reason. The common ones are that your shop is not live yet, the wording is waiting for approval, an offer needs your mailing address, or the customer's email address bounces. Held messages never go out late; once the reason is fixed, the next follow-up that comes due goes out normally. See What Frontline sends.