One front door for service issues.
Controlled by access code and review.
Your employees should not need to know which resolver team owns the issue. They report once by SMS/Text to Coactix Frontline. Coactix captures the detail, flags missing context for operator review and prepares a Core-ready shared case draft for the right invited organisations.
Frontline captures the issue. Core opens the shared case.
Before — many routes
Coactix Frontline
One issue. One intake. Core-ready shared case draft.
Frontline captures the report. Core governs the shared case.
SMS/Text intake is live for teams that need a low-friction way to report operational issues. Frontline validates the reporter with your access code, flags missing context for operator review and prepares a Core-ready shared case draft.
Controlled intake
No login is required for the reporter, but intake is not an open public inbox.
Human review before routing
Operators can review missing context before the draft becomes shared case work.
Live now
SMS/Text intake is the live channel for Frontline today.
Planned channels
Phone IVR and mailbox intake remain planned and setup-dependent.
All intake channels
SMS/Text live now, with the next intake channels clearly planned.
Frontline leads with SMS/Text intake today. Phone IVR and the customer mailbox stay planned and setup-dependent, while external ticketing connectors stay part of the scoped Coactix sync platform rather than becoming a generic Frontline inbox.
SMS/Text
Live SMS intake for field workers and frontline staff without regular email access. Text the Frontline number with your access code - no login, no app download required.
Phone IVR
Planned phone intake to capture a call transcript, structure the report and prepare a reviewed shared case draft.
Customer mailbox
Planned mailbox intake to collate customer email context and attachments before operator review.
SMS/Text in practice
Raise an issue in seconds. No login, no portal, no app.
Employees text the Frontline number with your configured access code. Coactix captures the detail, flags missing context for operator review and structures a Core-ready shared case draft for the service chain.
SMS is celebrated here because it reaches the people most likely to spot an issue first — field workers and frontline staff who may not have reliable email access. See how intake is controlled →
+44 7700 900123
“Charger 04 failed again. Bus 214 needed for 07:15. No safety issue. Photo attached.”
- Asset
- Charger 04
- Vehicle
- Bus 214
- Impact
- 07:15 service
- Safety
- None reported
- Evidence
- Photo attached
- Routing
- Fleet / EV participant
Evidence prompt queued
Which depot or site? Routing remains pending until an operator reviews the draft.
Always-on intake for the moments service breaks down.
Service issues do not wait for the right person to remember the right process. Frontline gives your teams a single intake route that stays available across shifts, sites and external organisation boundaries.
- Around-clock issue capture
- Shift-ready reporting
- No login required
- Review before routing
- Core-ready case draft
- Evidence trail preserved
How it works
One intake replaces many resolver routes.
- 01
Employee reports once
SMS/Text today. No login, no portal, no app download.
- 02
Frontline captures and structures
Access code validates the reporter. Missing context is flagged for operator review.
- 03
Core-ready shared case draft prepared
Report becomes structured, evidence-backed work with routing context intact.
- 04
Invited parties routed in
The right external organisations and participants are brought into the shared Coactix workspace.
Simple for employees. Controlled for your organisation.
Frontline is low-friction for reporters and controlled for the organisation operating the Coactix workspace.
Customer-set access code
Your configured code validates reporters without turning Frontline into an open public inbox.
Workspace-bound routing
Prepared shared case drafts stay inside the authorised Coactix workspace and its service workflow.
Invited parties only
Routing is limited to the external organisations and participants already invited into Coactix.
Evidence trail preserved
Issue reports, participant updates and supporting context remain connected to the shared case.