What you can do
- Submit operational requests.
- Track your own requests when signed in or token-linked.
- Read approved guidance for your project.
Version 1.1.0 · Last updated 2026-05-27
Help Center
Learn how to use Go Live Command by role. This Help Center explains the platform itself. Client-owned operational tip sheets stay in Knowledge Base.
Quickstart
Start here as a Frontline User
A short checklist of the pages that matter most on day one. Open each one, do the action, and check it off. Your progress stays on this device.
Get set up4 tasks
Step 1 · Ask for help
This is the fastest way to flag an operational blocker. QR, intranet, kiosk, hotline, and assisted intake all land here.
Step 2 · Get tracked
Signed-in requests carry your role, area, and history so command can route work faster and you can track every update.
Step 3 · Track status
See the assigned team, ETA, and latest response without resubmitting. Confirm closure when the issue is actually resolved.
Step 4 · Stay on the clock
Clock in or out, submit a correction with an operational reason, and claim open shifts that match your role and gates.
Role context
You're a Frontline User
This role is for people who request help, track status, and read approved guidance. It keeps the workspace focused on the work they own and hides unrelated tools.
What you cannot do
- View command queues.
- Assign support staff.
- Approve or publish guidance.
- See other users' private project data.
Search
Find the page, task, or term
Frontline UserFrontline User · Overview
This role is for people who request help, track status, and read approved guidance. It keeps the workspace focused on the work they own and hides unrelated tools.
Field Support SpecialistField Support Specialist · OverviewThis role is for people who accept routed work, document interactions, and close resolved support requests. It keeps the workspace focused on the work they own and hides unrelated tools.
Float Support SpecialistFloat Support Specialist · OverviewThis role is for people who cover zones, rebalance load, and document findings while staying routable. It keeps the workspace focused on the work they own and hides unrelated tools.
Project ManagerProject Manager · OverviewThis role is for people who run PM Hub, monitor launch exceptions, and export no-PHI client reports. It keeps the workspace focused on the work they own and hides unrelated tools.
Command Center LeadCommand Center Lead · OverviewThis role is for people who run the live command queue, monitor dispatch, and escalate operational risk. It keeps the workspace focused on the work they own and hides unrelated tools.
Help Guide
Features for Frontline User
Every feature entry explains purpose, controls, rules, and related workflows.
Staff Intake & Knowledge
Frontline Help Portal
Let frontline users request support by QR, intranet, kiosk, hotline, or assisted intake without a full app.
What is on this page
- Need Someone Here Now
- Category cards
- Role and area selectors
- Location context
- Submit request
How to use it
- Open the Help Portal.
- Choose urgency and category.
- Confirm role and area.
- Enter the operational issue.
- Submit the request and keep the tracking link.
Rules and limits
- No PHI, passwords, badge secrets, payment data, or clinical decision requests.
- Project links can prefill location context.
Staff Intake & Knowledge
My Requests
Show a staff user the request status, assigned owner, ETA, latest response, and documented closure.
What is on this page
- Request list
- Status chip
- ETA
- Assigned team
- Latest response
- Closure note
How to use it
- Open My Requests.
- Select the request ID.
- Review ETA and assigned team.
- Read the latest update.
- Confirm closure when the issue is resolved.
Rules and limits
- Request history is sign-in protected.
- Anonymous requesters use a token or reply channel when configured.
Staff Intake & Knowledge
Knowledge Base
Manage approved guidance, workflow help, client-owned tip sheets, imports, exports, and versioned approvals.
What is on this page
- Articles
- Tip sheets
- Drafts
- Approval status
- Versions
- Import/export
How to use it
- Open Knowledge Base.
- Search the topic.
- Open the approved article.
- Create a draft when guidance is missing.
- Submit for approval before publishing.
Rules and limits
- Client operational tip sheets live here, not in the platform Help Center.
- Approved guidance must be no-PHI.
Operations and workforce surfaces
Signed-in features beyond the core app shell
These platform surfaces live at their own routes (industry boards, chat, workforce, training, self-service timesheets). They follow the same no-PHI and no-PCI rules as the rest of the platform.
Operations Boards
Industry Operations Boards
Run native operational boards for restaurants, retail, malls, pharmacy workflow, and airline station ops without forcing every site onto a generic ticketing layout.
What is on this page
- Industry selector (restaurant, retail, mall, pharmacy, airline)
- Board tabs per workflow
- Item list with status chips
- Status transition actions
- Audit trail
How to use it
- Open Industry Operations.
- Pick the industry and the board that matches the work (for example KDS ticket-time, BOPIS, tenant ops, pharmacy queue, or turnaround).
- Open the item that needs attention.
- Move the item through its allowed status transitions.
- Document the operational outcome and let routing pick up dependent requests.
Rules and limits
- Boards capture operational context only. No PHI, customer PII, payment data, or card numbers.
- Status transitions are auditable and tied to project roles.
- External point-of-sale, KDS, WMS, OMS, CMMS, GDS, or DSCSA feeds are Planned / Provider Approval Needed.
Communication
Group Chat
Replace ad hoc GroupMe, WhatsApp, or text threads with native project, site, department, team, DM, or custom-scope chat tied to project membership and audit.
What is on this page
- Chat list with scope chips (project, site, department, team, DM, custom)
- Message composer with @mentions and reactions
- Attachment uploader (5MB limit)
- Retention window indicator
- Member panel
How to use it
- Open Chat from the app shell.
- Pick an existing chat or join an open chat for your project, site, department, or team.
- Post operational messages, @mention specific teammates, and react when a short acknowledgement is enough.
- Attach a photo or document up to 5MB only when it is needed to act on the operational item.
- Use soft-delete to remove your own message; retention windows still apply.
Rules and limits
- Operational context only. No PHI, customer PII, badge secrets, passwords, payment data, or clinical/customer decision advice.
- Creator roles are configurable per organization. Org admins set who can create which chat scope.
- Messages are soft-deleted and respect the project retention window. Deletion is auditable.
- Chat is not a substitute for the Help Portal, Answer Hub approval, or command queue.
Workforce
Workforce Lifecycle Suite
Run the full workforce surface: time clock, schedules, open shifts, timesheet corrections, expenses, recognition, surveys, and credentials, with manager approvals.
What is on this page
- Time clock summary
- Schedule board
- Open shift queue
- Timesheet correction queue
- Expense, recognition, survey, and credential panels
- Approval workflow indicators
How to use it
- Open the Workforce Lifecycle Suite.
- Pick the workforce surface that has the open work (schedule, open shifts, timesheets, expenses, recognition, surveys, or credentials).
- Review the item, its requester, and the manager who must approve it.
- Approve, return, or reassign the item using only operational notes.
- Confirm the audit entry and that the requester sees the decision in their account workspace.
Rules and limits
- No PHI. Operational workforce data only (role, shift, project, hours, expense category, credential type).
- Self-approval is blocked. The requester cannot approve their own shift claim, timesheet correction, or expense.
- Open shift claims, corrections, and approvals are auditable.
- Payroll, HRIS, ATS, and LMS connectors are Planned / Provider Approval Needed.
Workforce
My Timesheets and Time Clock
Let staff clock in and out, view timesheets, request a correction, and claim open shifts from a phone-friendly account workspace.
What is on this page
- Clock in / clock out button
- Active shift indicator
- Timesheet list with status chips
- Submit correction action
- Open shift claim list
How to use it
- Open your account workspace and pick the Timesheets surface.
- Use Clock in when your shift starts. Clock out at the end of shift.
- Open a timesheet entry to see hours, break minutes, and approval status.
- Submit a correction with an operational reason when a punch is missing or wrong.
- Browse open shifts and claim one that matches your role, training gate, and availability.
Rules and limits
- Self-approval is blocked. Corrections and claims require a manager review.
- No PHI in correction notes. Operational reason only.
- Open shift claims respect role, credential, training, and attendance gates.
- Native push delivery for shift reminders depends on configured providers.
Training
Training Center (admin)
Build courses, questions, live classes, enrollments, and attendance that feed workforce readiness and training gates.
What is on this page
- Course builder
- Question and knowledge-check editor
- Live class scheduler
- Enrollment roster
- Attendance and completion metrics
How to use it
- Open the admin Training Center.
- Create or edit a course and its knowledge checks.
- Schedule live classes and enroll learners by role, project, or department.
- Review completion and attendance metrics.
- Use completion data as a readiness gate when project policy requires it.
Rules and limits
- Training content is operational, not clinical decision support.
- Training gates must be project-approved before they block routing or activation.
- LMS connectors are Planned / Provider Approval Needed.
Training
Training Portal (learner)
Let learners complete assigned training, review class details, and submit knowledge checks from a focused portal.
What is on this page
- Assigned training list
- Class details
- Knowledge-check submission
- Completion status
- Required-before-launch flag
How to use it
- Open the Training Portal.
- Pick an assigned course or class.
- Complete the lesson and submit the knowledge check.
- Confirm the completion status appears in your record.
- Return to your role workspace; the training gate clears automatically when satisfied.
Rules and limits
- Notes are operational. No PHI or clinical decisions inside knowledge checks.
- Training completion can unblock routing or activation only when the project enables that gate.
Communication
Groups & Chat Admin
Configure which roles can create which chat scopes, manage rooms, and review chat retention for your organization.
What is on this page
- Group list with scope filter
- Creator-role policy controls
- Membership management
- Retention window settings
How to use it
- Open Groups & chat admin.
- Review the per-org policy for which roles can create project, site, department, team, DM, or custom chats.
- Adjust creator roles only after owner approval.
- Manage membership or retention for a specific chat when policy requires it.
- Audit decisions appear in the audit log.
Rules and limits
- Chat creation policy is per-organization and auditable.
- Retention windows apply to all chat scopes. Soft-deleted messages are not exempt.
- No PHI in chat under any scope.
Org administration
Org roles, zones, and self-assignment
Explain how OrgRole (OWNER/ADMIN/MEMBER/GUEST), ProjectRole (HOSPITAL_ADMIN, PROJECT_MANAGER, ATE_CONSULTANT...), and Zone Rounding assignments work together.
What is on this page
- Org overview with OWNER, ADMIN, MEMBER, GUEST tabs
- Zone access section with self-assignment toggle
- Member list with invite button
- Per-project assignment view
How to use it
- Open /admin/org as an OWNER or ADMIN.
- Invite team leads from the Members tab — they sign in and get assigned per project.
- On the Zone access section, decide whether team leads can claim their own zones.
- When OFF (default), only admins assign zones. When ON, team leads see a Claim button in Zone Rounding browse mode.
- Every self-claim is audit-logged so the trail stays intact.
Rules and limits
- OWNER pays the bill and can transfer ownership. ADMIN invites and manages but can't transfer ownership.
- MEMBER works inside whatever projects they're assigned to. GUEST is scoped to a single project.
- ProjectRole is independent of OrgRole — one person can be OWNER (org) AND PROJECT_MANAGER (project).
- Zone assignments are tied to ProjectAssignment.departmentId — a user covers a zone when they're assigned to a department in that zone.
- Floor-level granularity is supported via Department.floor — team leads can be assigned to specific floors of a building.
Public and setup pages
Pages everyone may need before sign-in
Public Site
Home page
Explain the command system, routing value, role-specific workspaces, industry examples, and public entry points.
What is on this page
- Primary navigation
- Help Portal button
- Industry examples
- Product previews
- Pricing link
How to use it
- Open the home page.
- Choose Help Portal for support intake.
- Choose Sign in for the platform.
- Choose an industry example when evaluating fit.
Rules and limits
- Help Portal remains the primary red action.
- Help Center is informational and should not compete with intake.
Help Center
Help Center
Teach every role how to use the platform through guides, workflows, tip sheets, matrix, glossary, troubleshooting, and changelog.
What is on this page
- Role switcher
- Search
- Features
- Workflows
- Tips
- Matrix
- Feedback
How to use it
- Open Help Center.
- Choose your role.
- Search the task.
- Follow the workflow.
- Mark the page helpful or not helpful.
Rules and limits
- Help Center tip sheets are platform instructions.
- Client-owned tip sheets live in Knowledge Base.
Public Site
Public Help Portal
Let signed-in or anonymous staff submit operational support requests from approved entry points.
What is on this page
- Urgency choice
- Role
- Area
- Category
- Issue text
- Submit
How to use it
- Open Help Portal.
- Choose the issue path.
- Confirm role and location.
- Describe the operational blocker.
- Submit and track status.
Rules and limits
- Do not submit PHI.
- Signed context can prefill user and location.
Staff Intake & Knowledge
Public Request Status
Let a no-sign-in requester track one submitted request through a signed read-only link.
What is on this page
- Status
- Response ETA
- Resolution target
- Request details
- Routing timeline
How to use it
- Submit a Help Portal request.
- Open the tracking link shown after submit.
- Refresh status when needed.
- Read acknowledgement, routing, and closure updates.
Rules and limits
- The token grants access to one request only.
- The page shows operational status, not admin-only project data.
Public Site
Pricing
Compare tiers, trial or subscription state, and sales contact paths.
What is on this page
- Plan cards
- Contact Sales
- Sign in to subscribe
- Feature limits
How to use it
- Open Pricing.
- Compare limits.
- Choose Contact Sales or Sign in.
- Complete checkout when Stripe is configured.
Rules and limits
- Checkout requires Stripe configuration.
- Plan gates remain enforced in the app.
Public Site
Industry examples
Show healthcare, restaurant, retail, mall, airline, and other rollout examples without making the product healthcare-only.
What is on this page
- Healthcare example
- Restaurant example
- Retail example
- Mall example
- Airline example
- Integration status labels
How to use it
- Open an industry example.
- Review the roles and issue types.
- Map the example to your project.
- Use setup to configure labels and routing.
Rules and limits
- Healthcare remains a high-compliance example.
- Every project can use its own terms, roles, and support teams.
Public Site
Security, privacy, and terms
Explain security posture, privacy policy, HIPAA notice, terms, cookies, and contact paths.
What is on this page
- Security overview
- Privacy policy
- Terms
- HIPAA notice
- Contact
How to use it
- Open Security.
- Review the security posture.
- Open Privacy or Terms from the footer.
- Contact support for a compliance question.
Rules and limits
- Public legal pages are informational.
- Contract-specific controls live in client setup and agreements.
Workflow Guide
Step-by-step workflows for Frontline User
Workflow guide
Workflow: Learn the platform as a Frontline User
Outcome
You know where a Frontline User starts, what you can do, and what is intentionally hidden.
Steps
- 1. Open
Open the platform and confirm you are using the Frontline User role.
Related Help Guide entry - 2. Select
Select the workspace that supports this task: learn your workspace.
Related Help Guide entry - 3. Review
Review the status, owner, due time, and any warning labels before changing anything.
Related Help Guide entry - 4. Update
Update only operational fields, then save or submit the action.
Related Help Guide entry - 5. Confirm
Confirm the toast, status change, audit entry, or export before moving to the next task.
Related Help Guide entry
Variations
- If you are on mobile, open the More menu for secondary pages.
- If your role looks wrong, ask an admin to check project assignment.
What can go wrong
- You cannot see a page: your role or plan may not include it.
- The page has no data: the project may still need setup or live data.
Related
Workflow guide
Workflow: Do your daily work: request help, track status, and read approved guidance
Outcome
You complete the main daily workflow for a Frontline User.
Steps
- 1. Open
Open the platform and confirm you are using the Frontline User role.
Related Help Guide entry - 2. Select
Select the workspace that supports this task: request help, track status, and read approved guidance.
Related Help Guide entry - 3. Review
Review the status, owner, due time, and any warning labels before changing anything.
Related Help Guide entry - 4. Update
Update only operational fields, then save or submit the action.
Related Help Guide entry - 5. Confirm
Confirm the toast, status change, audit entry, or export before moving to the next task.
Related Help Guide entry
Variations
- If provider delivery is unavailable, use the native record and document the fallback.
- If the item is client-visible, export only no-PHI summaries.
What can go wrong
- An action is disabled: the item may be closed, owned by another team, or outside your permission set.
- A provider action fails: use the in-app fallback and notify command.
Related
Workflow guide
Workflow: Recover from an edge case: find a missing request or ask for an update without resubmitting private information
Outcome
The blocker is corrected, transferred, escalated, or documented for the next owner.
Steps
- 1. Open
Open the platform and confirm you are using the Frontline User role.
Related Help Guide entry - 2. Select
Select the workspace that supports this task: find a missing request or ask for an update without resubmitting private information.
Related Help Guide entry - 3. Review
Review the status, owner, due time, and any warning labels before changing anything.
Related Help Guide entry - 4. Update
Update only operational fields, then save or submit the action.
Related Help Guide entry - 5. Confirm
Confirm the toast, status change, audit entry, or export before moving to the next task.
Related Help Guide entry
Variations
- If you cannot fix it, transfer ownership instead of leaving it idle.
- If several areas are affected, escalate to command or open a cluster workflow.
What can go wrong
- Transfer is forbidden: your role may not own the current queue.
- Close is blocked: add required documentation and no sensitive identifiers.
Related
Workflow guide
Workflow: Understand permissions and sharing as a Frontline User
Outcome
You know what is allowed, restricted, or hidden for your role.
Steps
- 1. Open
Open the matrix section in Help Center.
Related Help Guide entry - 2. Select
Select Frontline User in the role switcher.
Related Help Guide entry - 3. Review
Review allowed, restricted, and hidden pages.
Related Help Guide entry - 4. Ask
Ask an admin to change your project role when a needed page is hidden.
Related Help Guide entry
Variations
- Admins can view other roles to onboard users.
- Custom roles can add or remove permissions from the base role.
What can go wrong
- A link redirects to sign-in: the page requires authentication.
- A plan gate appears: the organization needs the required tier or trial.
Related
Workflow guide
Workflow: Manage account and profile settings as a Frontline User
Outcome
Your security, privacy, and profile settings are current.
Steps
- 1. Open
Open the account menu.
- 2. Select
Select Access & security or Privacy & consents.
- 3. Review
Review sessions, MFA, passkeys, consent, and notification preferences.
- 4. Save
Save the setting and confirm the success message.
Variations
- If your organization uses SSO, some identity settings are managed by the client.
- Native apps can use secure storage, biometrics, and deep links when configured.
What can go wrong
- You cannot change SSO-only identity fields inside Go Live Command.
- Password reset email depends on the email gateway.
Related
Workflow guide
Workflow: Manage notifications as a Frontline User
Outcome
You receive the right alerts through available channels.
Steps
- 1. Open
Open the account menu or notification control.
- 2. Enable
Enable the allowed channels for your project.
- 3. Confirm
Confirm browser, native, SMS, Teams, or email permission when prompted.
- 4. Test
Send or wait for a test event and confirm delivery.
Variations
- If push is unavailable, use in-app queue and email fallback.
- If you are on iOS, install the PWA or native app before push.
What can go wrong
- Delivery fails: the provider may not be configured.
- The browser blocks notifications: reset browser permission and retry.
Related
Tip Sheet
Printable platform quick reference
These are platform-use tip sheets. Client-owned operational tip sheets belong in Knowledge Base with approval and versioning.
Printable role card
Frontline User Tip Sheet
Keyboard shortcuts
| Action | Shortcut |
|---|---|
| Open Help Center | ? |
| Open command search | Cmd/Ctrl+K |
Bulk actions
- Use the Help Portal category buttons to skip routing choices.
Power moves
- Use the My Requests page to track acknowledgement, ETA, latest response, and closure.
- Open Group Chat for project, site, or department context but never share PHI, payment data, or private identifiers there.
- Open /account/timesheets to clock in/out, view your timesheets, claim an open shift, or submit a timesheet correction with an operational reason.
- Open the Training Portal to finish assigned courses and clear training gates that may block your activation.
Mobile tips
- Scan the area QR first when available so the form can prefill location context.
- Clock in and out from /account/timesheets on your phone. The button respects your assigned project and shift.
Integrations
- Signed intranet, kiosk, QR, or dashboard links can pass project and area context.
- Push delivery for shift, training, and chat alerts depends on configured providers.
What most new Frontline Users miss
- You do not need to know which team owns the issue. Describe the blocker and submit.
- Self-approval is blocked on shift claims and timesheet corrections. A manager has to review them.
- Chat is not the same as a Help Portal request. Use the portal when the work needs routing and audit.
Feature matrix
Allowed, restricted, or hidden by role
This table uses the same base permission helpers as the app route gates.
| Feature | Frontline User | Field Support Specialist | Float Support Specialist | Project Manager | Command Center Lead | Firm / Owner Admin | Client Admin | IT Device Support | Access / Security | Facilities / Equipment Support | Analyst | Training Coordinator | Referral Partner |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Launch Control | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Operations Core | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Go Live PM Hub | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Zone Rounding | Hidden | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Hidden |
| Command Center | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Frontline Help Portal | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Restricted | Allowed | Hidden |
| My Requests | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Restricted | Allowed | Hidden |
| Frontline Access Setup | Hidden | Restricted | Restricted | Restricted | Restricted | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Field Support Console | Hidden | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Hidden |
| Routing Matrix | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Answer Hub | Hidden | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Allowed | Restricted | Hidden |
| Issue Clusters | Hidden | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Hidden |
| Roster & Coverage | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Projects & Map | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Readiness Planner | Hidden | Restricted | Restricted | Restricted | Restricted | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Knowledge Base | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Hidden |
| Training | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Allowed | Hidden |
| Onboarding | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Allowed | Hidden |
| Lifecycle | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Allowed | Hidden |
| Vendor Hub | Hidden | Restricted | Restricted | Restricted | Restricted | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| AI Automations | Hidden | Restricted | Restricted | Restricted | Restricted | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Integrations | Hidden | Restricted | Restricted | Restricted | Restricted | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Audit Log | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Live Activity | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Comms Hub | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| Shift Huddle | Hidden | Restricted | Restricted | Allowed | Allowed | Allowed | Allowed | Restricted | Restricted | Restricted | Restricted | Restricted | Hidden |
| War Room | Hidden | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Allowed | Hidden |
Global
Glossary
- Help Portal
- The frontline intake page where staff submit operational support requests.
- Help Center
- The documentation system that teaches platform users how to use Go Live Command.
- Client tip sheet
- A client-owned operational guide stored in Knowledge Base with approvals and versions.
- Routing
- The rules that choose the accountable team, queue, or person for a request.
- ETA
- The estimated time until an assigned support person arrives or responds.
- Acknowledge
- The assignee confirms they saw the task and can act on it.
- Transfer
- Move ownership to a different accountable team or person.
- Escalate
- Raise command attention without pretending ownership changed.
- Answer Hub
- The approval path that turns peer input into safe guidance.
- No-PHI
- Operational context only. No patient identifiers, passwords, payment data, or clinical decisions.
- No-PCI
- No payment card numbers, CVVs, expiry dates, full PAN, or other cardholder data inside Go Live Command surfaces.
- Provider-backed
- A workflow that needs an external provider such as SSO, SMS, Teams, APNs, FCM, Redis, S3, email, or Stripe.
- Token/link-backed
- A workflow that works through a signed link, QR code, kiosk link, or intranet entry point.
- Industry board
- A native operations board for a specific industry workflow (restaurant KDS, retail BOPIS, mall tenant ops, pharmacy queue, airline turnaround) with auditable status transitions.
- Open shift
- An unfilled shift on the schedule that eligible staff can claim from their account workspace. Self-approval is blocked.
- Timesheet correction
- A staff-initiated change to a timesheet (missed punch, wrong break, wrong assignment). Requires manager review.
- Group chat scope
- The boundary of a chat: project-wide, site, department, team, DM, or custom. Creator-role policy controls who can create each scope.
- Training gate
- A project-approved rule that uses training completion as a routing or activation prerequisite.
Global
FAQ
Is this only for healthcare?
No. Healthcare is the highest-compliance example, but the platform supports restaurants, retail, malls, pharmacy workflow, airline operations, software rollouts, service teams, and regulated operations through Industry Operations Boards.
Where do client-owned tip sheets go?
They go in Knowledge Base, not the Help Center. The Help Center teaches the platform; Knowledge Base stores client operational guidance.
Can staff submit without signing in?
Yes, when the project uses QR, intranet, kiosk, hotline, assisted, or token-backed intake. Signed-in users get better tracking.
Does the app continuously track location?
No by default. It uses assignment, area, QR, kiosk, device, network, or optional geofence context according to client policy.
Can it stand alone without ServiceNow?
Yes. Operations Core provides native queues, SLAs, service catalog, audit, and routing. ITSM bridges are optional.
Can the team use group chat instead of GroupMe or WhatsApp?
Yes. Group Chat supports project, site, department, team, DM, and custom scopes with attachments, @mentions, reactions, retention windows, and audit. Org admins configure which roles can create which scope. Operational context only.
How do staff clock in or out and claim open shifts?
From their account workspace at /account/timesheets. Staff can clock in/out, view timesheets, submit a correction with an operational reason, and claim open shifts that match their role, credentials, and availability. Self-approval is blocked.
What is the difference between Industry Operations Boards and Operations Core?
Operations Core is the cross-industry native service queue, SLA, and asset surface. Industry Operations Boards are workflow-specific (for example KDS ticket-time, BOPIS, mall tenant ops, pharmacy queue, airline turnaround) and have their own status transitions and audit.
Do POS, KDS, WMS, OMS, GDS, or DSCSA feeds work today?
Industry-specific vendor feeds are Planned / Provider Approval Needed. Each board runs natively and can be extended once the customer and vendor sign off on the integration.
Global
Troubleshooting and common errors
I cannot see a page
Check your role, custom permissions, and plan gate. Ask an admin to review project assignment.
Checkout cannot start
Stripe credentials or the organization customer record may be missing. Use Contact Sales until billing is configured.
Push notifications do not appear
Confirm the device supports push, the app is installed when required, and APNs/FCM/web push providers are configured.
Transfer or escalate returns forbidden
Your role may not own that action. Command leads or route owners can transfer or escalate based on policy.
A request has no ETA
The project may need routable staff, attendance, area mapping, or provider context.
Search returns no result
Use the feedback buttons or contact support. Zero-result searches are logged so docs can be improved.
I cannot create a new chat group
Creator-role policy is per-organization. Ask an org admin to confirm whether your role may create that chat scope (project, site, department, team, DM, or custom).
My open shift claim was rejected
Open shift claims respect role, credential, training, and attendance gates. Confirm with your manager which gate failed. Self-approval is blocked.
My timesheet correction is stuck
Corrections need a manager review. Self-approval is blocked. Check that the operational reason on the correction is clear and free of PHI or private details.
An industry board action is disabled
Status transitions are role-gated and audited. Confirm your project role owns that board step. Vendor-specific feeds (POS, KDS, WMS, OMS, GDS) are Planned / Provider Approval Needed and do not affect native transitions.
Global
What's new
- 2026-05-27Documented Industry Operations Boards for restaurant, retail, mall, pharmacy, and airline launches.
- 2026-05-27Documented native Group Chat (project, site, department, team, DM, custom) with per-org creator-role policy and retention.
- 2026-05-27Documented the Workforce Lifecycle Suite, including self-service time clock, timesheets, open shift claims, corrections, expenses, recognition, surveys, and credentials.
- 2026-05-27Documented Training Center improvements, including the admin builder and learner portal that feed readiness gates.
- 2026-05-25Added Help Center shell, role switcher, workflow guides, role tip sheets, feature matrix, feedback, and route coverage checks.
- 2026-05-25Separated Help Portal intake from Help Center documentation and clarified client tip-sheet ownership.
- 2026-05-25Added staff request tracking routes and cross-industry examples.