AI + Workflows

Hello!I wanted to create a rule with a ‘Rule set data’ using keywords to assign to a specific teammate who are on Front, but there are some keyword rules that should forward the email to a teammate who are not on Front. Is there a way to create one rule, Where keywords are triggered and assigns to a teammate                                orKeywords are triggered but forwards the email to a teammate who are not on Front.or is creating two different rules is my only option?  

We currently utilize the platform “Acadia” to house all policies, procedures, onboarding and training. I’m curious if anyone in the community has experience with Acadia and has effectively integrated Front and Acadia. What specific workflows or automations were most effective? What integration tools or methods did you use to connect Front and Acadia? Did you come across any limitations or data sync issues when connecting the two systems? What key take-aways would you offer to a company looking towards this integration?

HI! What is the best way for a team with multiple supervisors to manage SLA Breaches? Should we subscribe all supervisors to those emails once the SLA tag/rule is trigger? Should we create views instead based on certain inboxes? Or should we create customer inbox fields for Inbox owner/supervisor and set up a rule to send SLA breaches to only inbox owner ?

Hi All,How can I create an auto-response in Front that sends an email to the client, informing them that their ticket has been created and assigned to a consultant?PS: Keep in mind that we have a number of consultants, so the system (front) should automatically select the assigned consultant and insert their name into the auto-response.

Hi, Is it possible to generate a list of all the emails I’m subscribed (not assigned) to? For example, if I go on holidays and have a ton of emails subscribed but not assigned then I come back to a sea of emails - UGH! I would like to get a view or list to see what I’m subscribed to so I can manage it. Is this possible? I have tried the subscribed in the side panel but nothing appears here. What is the purpose of the subscribed on the sidebar?

Is there a way to print preview documents when printing in Front? Every time I try to print a document it shows “This app doesn’t support print preview”. 

How do I unassign multiple emails in one go.  In the old site I would use CTRL & SELECT the relevant emails, then click UNASSIGN.  However this option is no longer displayed.Emails 1 and 3 selected, but there is no option to unassign.  Is this something I need to add in the settings? 

Hi everyone,We recently rolled out Front to manage our customer support inbox, and it’s been great for collaboration — especially with assignments and shared drafts. However, one thing we’re still figuring out is how to balance teamwide visibility with clear accountability.For example, if multiple teammates jump into a thread to help, sometimes the “owner” of the conversation gets blurred. On the other hand, if we stick strictly to assignments, we lose some of the fluid teamwork that makes Front powerful.I’m curious: How do you structure ownership rules for conversations? Do you let teammates “jump in” freely, or do you enforce strict ownership until a conversation is resolved? Are there any workflows (tags, rules, or analytics dashboards) you’ve set up in Front to help track individual accountability while still encouraging collaboration? Would love to hear how other teams have struck this balance!—Do you want me to also draft a reply post that you can use to comment on someone el

Hey all, Patrick from Front’s Support team here! I wanted to share a video demonstrating a workflow that our support team leverages to optimize and semi-automate customer interactions using some of our Front AI features:Topics: Automatically detect and label the topic of the customer inquiry, ensuring that each message is categorized and prioritized accurately. Copilot suggested replies: Suggests a complete reply that not only provides the full answer but also includes links to relevant help documentation, making responses both thorough and resourceful. AI Compose: Adjusts the tone of the email to match the desired style, ensuring a more personalized and empathetic interaction.This AI-powered workflow significantly reduces the time our support team spends on answering common questions, allowing us to dedicate more time to complex inquiries. The best part is customers get faster responses from us all around, leading to higher CSAT. Check it out: Let me know if you have questions or want

Hi, I am setting up a new support portal, and started an Enterprise Trial so that we would have access to application requests so that we can hit our custom API. After setting up an app request, testing it successfully (“Test Successful”), and the status is “Ready,” it is NOT surfacing when selecting the “Select app request” action in a new macro/rule workflow. See the screenshots below.This is the app request, showing “Ready” status: And when creating a new macro, it keeps telling me to setup a new application request, because it cannot find the ones I have created:Is there something wrong with my account setup? Why can’t I use the app requests in rules/macros?

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