Admin and settings Q&A

Anyone know where I can find a Front Consultant?  Front was already in place when I started here about two years ago and has been problematic since day one.  Our Front setup is a hot mess and generates way too many helpdesk tickets for all kinds of different reasons.  I really need someone that can look at our setup, analyze it, suggest and make changes.  I’m an IT Manager but I don’t have the bandwidth to revamp our whole Front setup.  A Google search turned up nothing and Front doesn’t seem to offer such a service that I can tell.  Any insight would be greatly appreciated. Thanks

One workflow that works really well for teams drowning in the same handful of questions: closing the loop between your tags, your analytics, and your knowledge base.The idea is simple: Set up rules to auto tag inbound conversations by topic (billing, onboarding, integration questions, whatever your common buckets are). Then check those tags in analytics every month to see which topics actually drive the most volume. That tells you exactly what to document.From there, create two types of articles for the top topics using your knowledge base. Internal ones so every teammate answers the same question the same way, which makes responses faster and more consistent across the team. And customer facing help center articles for the same topics, so customers can find the answer themselves before they ever reach out.That last part is where the repeat question volume actually drops. The internal articles make your team faster, but the customer facing ones are what stops the question from landing

We are looking for an individual to work with an ongoing basis to better customize our Front setup alongside our teams to get the full use out of the platform. 

New to Front? Here's what teammate groups are, and why they replaced custom roles. If you're newer to Front you might see people mention "custom roles" and "teammate groups" and wonder what the difference is. Front moved from one to the other, so I wanted to break it down in plain terms: what a teammate group actually is, and why it's a better way to run your team. So what is a teammate group? It's just a named list of people. That's really it. You might have a Support group, a Sales group, a Managers group, and so on. Once you've built that list, Front lets you reuse it for lots of things instead of setting up each person one by one. What can you use them for? A single group can control: What those people are allowed to do (reply to messages, delete them, change settings, and so on) What they can see (which inboxes and workspaces) Where work goes. You can point a routing rule at a group so incoming messages get shared out among them automatically. So one list answers four questions at

We're a sales team of just three people at a small, local growth company, and we're using a shared inbox on the front end. We're struggling to decide how many routing rules are worth creating when we're so small: should we route by customer type, by pipeline stage, or just let anyone take the conversation as it comes in? If you have a small sales team, what rule/routing configuration has worked best for you without becoming an administrative burden?

We're a small company with just a few people handling customer communication, and we don't have a huge volume of emails yet. I'm wondering if it's still worth using Front at this size, or if it's more geared toward larger teams with higher email volume. For those of you who started using Front early on, did you find it useful even before scaling up? Curious to hear how it worked out for you.

Hi everyone, I’m interested to see how accounts could be leveraged in a rather specific way. I’m thinking about a use case where a Parent Company (Acme) has Subsidiaries (Acme France, Acme USA, Wayne Corp...), with sometimes different domain names.Traditional rules to tag these companies’ conversations, as VIP through the domain name for instance, could fail. In analytics, it would also be interesting to be able to select the parent company with its children companies nested, similar to the Tag > Sub-tag functionality.  On the picture below it makes sense that all “Acme” companies would be related, but Acme Inc could also own companies using a totally different name. Would be nice to have for reporting Is there a way to tie a Parent Company with its child? I saw an Account Custom Field “Parent Account ID”, does it integrate with the existing Salesforce functionality as shown below -- Hilton > DoubleTree > DoubleTree country subsidiaries Thank you for your time ! 

New to Front but really enjoying it! One area of customization I'm still debating is enabling the ticket status setting.I would love to hear from some other users on their experience with enabling this vs treating every request as a conversation (keeping conversation status enabled)

I work at a logistic company, where we handle a lot of communication with customers and carriers every day.Since front is designed to make team communication easier, I wanted to ask:How do you use front to stay organized and avoid missing important messages during busy days at work?I’d love to hear your experiences or tips!Thanks! 

We are seeing this name, Bryan Anderson, in Front on our DialPad integration.Where is this name or CID being pulled from?  We do not have this name in our contacts, or anywhere in DialPad.  All our numbers are provisioned with our company name as the CID.I have been chasing this down for a couple weeks now and cannot figure it out.  Has anyone seen this before?  Is there a fix or setting I need to set in Front?This is the new integration, not the legacy integration.

Hi everyone, I am new to Front App and I will be playing a role as company administrator for my business. I am wondering what are the benefits to become a certified Front administrator. Can anyone share more information with me on this? Regards,Alex

Hello Team,We noticed some changes in the Front UI and were hoping you could help us understand them better. It looks like the 'Workspaces and Shared Inboxes' tab is missing from the 'Teammates' section, and we're having a bit of trouble creating new users since we can't add the requested workspaces for them. Any guidance you can provide would be greatly appreciated.

Hi everyone, I am Alex and I am new to Front App. During my journey to sign up with Front, I can see that some features are only available with Enterprise plan whilst I am with Professional plan at the moment. I would like to know where or when to review the differences between and learn if current Professional plan is sufficient enough for the team or not. Thanks for any inputs. Regards,Alex

Hi I am working for a logistics company I want to know your best advices for a new front user.What are the best way to make automatization flows and how can AI improve my team efficiency? I will aprecciate your experience and advises.Thanks 

Is there any way to connect multiple Front instances?  We currently have 2 separate Front instances, and want to keep them separate.  However we have a few users that need access to both.  Is there anyway to grant a user access to 2 Front instances under the same user account?

Hi Front Community,We're exploring ways to improve collaboration between our Support and Sales teams when managing customer conversations.Currently, support agents often identify upsell opportunities, renewal questions, or product interest during routine support interactions. We're considering a workflow where: Support applies specific tags when an opportunity is identified. Rules automatically route or notify the appropriate sales representative. Internal comments are used to provide context before handoff. Shared inboxes maintain visibility for both teams. Our goal is to avoid information getting lost between departments while keeping the customer experience seamless.For teams that use Front across multiple departments, how have you structured your workflows? Have you found effective ways to manage ownership transitions, notifications, and reporting across teams without creating duplicate work?I'd love to learn from any examples or best practices you've implemented.After publis

Hi everyone,I’ve been reviewing how we use tags in Front, and I feel like things can get messy if not structured properly.Currently, we use tags like:Billing Technical issue Follow-up UrgentBut over time, more tags keep getting added, and it’s becoming harder to maintain consistency.I’m wondering:How do you structure your tagging system (simple vs detailed)? Do you limit who can create tags? Any best practices to keep things organized long-term?Would really appreciate insights from teams who’ve scaled this well!

Hi everyone,We've been exploring Copilot's suggested replies feature and ran into a couple of things that have us a bit puzzled. Hoping someone here has experienced something similar or can shed some light!For context, we use WhatsApp exclusively and have our knowledge base set up with Q&A entries.The "email" thingWhen a suggested reply gets skipped, we hovered over the ⓘ icon and saw this tooltip:"Did not suggest a response because it looks like the original email does not contain any question."The message was sent via WhatsApp. Why does the tooltip reference "email" here? Is this expected behaviour, or something else?The matching feels very literalThis one was eye-opening. We have a Knowledge base article titled "Can I use contraception while breastfeeding?", Copilot only generates a suggested reply when a user types that question verbatim. The moment someone asks anything slightly different e.g., "Can I take family planning while breastfeeding?" it skips entirely, even though th

We are new to Front and happy to be here. We will be using Front in a new Scaled Customer Success Model. What tips would you provide in using Front for this specific model? 

How do I import my emails with the help of API to front from an email platform other than Gmail and Microsoft 365? 

Hello Team,I’d like to get the community’s perspective on how best to interpret workload metrics at the inbox level.For my team, I typically track performance using tickets created vs. tickets resolved across each inbox. However, in the Front workload report, we have the following metrics available:New conversations Moved into inbox Moved out of inbox Resolved conversations Unresolved conversationsGiven these, I’m trying to establish the most accurate way to calculate true ticket creation and resolution per inbox.My current approach is:Created = (New Conversations + Moved into Inbox) – Moved out of Inbox Resolved = Resolved ConversationsThe idea is to reflect the net workload that actually lands and stays within an inbox, rather than inflating volumes through internal ticket movement.I’d appreciate your thoughts:Does this approach align with how you measure workload? Or is there a better way to represent “Created” and “Resolved” at the inbox level?Looking forward to your insights.Thank

Hello! So our plan is to quickly setup and use Front to handle all customer feedback, organise it and make sure we do not miss anything important. We will have a few mail channels and maybe a couple of other types in time to come. Based on your real world experience what are the most important steps to follow in order to ensure a clean base setup in front?

Hi, does Front support sending WhatsApp voice notes via web or mobile without third-party integrations like Vocal?

Is there a single place you can look at everything that occurred with a conversation with time stamps and who touched what instead of going to the bottom of the individual conversation

We are implementing Front and all very new to the system. Does anyone have additional information on the Salesforce integration? We currently use the Salesforce plugin as well as Calendly for meetings and want to ensure events and emails flow through correctly to Salesforce. Thanks!