AI + Workflows

I have set my company SLAs for 4 hours and a warning at 3 hours. The team operates from 9 am to 740pm EST. When tickets come in outside this window, no SLA rules apply to them. When I read articles, it says that if a ticket comes in, say, 1 hour before the end of business hours, then the next day, you will have 3 hours to answer before the breach, but this is not working for me. Any insight is appreciated. 

Hi All,I am curious to know how you handle emails that needs to be moved into a shared inbox with lengthy comments? Is there a maximum number of letters capacity? Is moving emails with comments the best practice when handing over partially actioned emails to another team? Or @mention works better?Thank you

Is it possible to create a group email contact (several email addresses in one group) which you can then send an email out with?  What I’m trying to achieve is a team list of contacts that I could enter the group name in a new email instead of each individual person.  Same process with adding a comment under an email could one use a group contact?

We currently have teams of 4 users assigned to each of our clients. The problem is that, when someone is out, we have to assign ALL the access in our softwares to a separate/new team member for a short period of time. This takes a lot of time to add them individually to all the shared inboxes they need.It seems like Groups could help us assign access to all the inboxes faster. Could I create some kind of team group, then just add the TEMP team member to the team group? That way I do not need to add them to ALL the shared inboxes individually?

Hello Everyone, Automation is the key word in my company. With the rules and workflows in Front, it helps agents work more efficiently, but I’m convinced we can do more with these automations. We still have so many emails in the general inbox to process manually. How can we reduce this? Additionally, we’ve set up rules with tags, but they’re not always followed. Do you know why ?

Hi folks!    I'm looking for a solution for automatically adding routing rules on demand. As an example, lets say rob@work.com sent an email to Operations Support requesting he recieves all emails from alex@work.com. Usually this task would belong to me and take a considerable amount of my time that I could be using on other requests. I was thinking that a rule could take care of that by checking the emails from a specific inbox dedicated to this task for the author's email address, the email address he wants to be bcc'ed in and the confirmation of intent from keywords like "reroute" , "bcc" etc. , after that sending me or the team a simple approval request for the rule creation so I can check out the rule and request for human validation or make modifications to the rule based on the requesters needs, thus streamlining the workflow.     Do you know if this is possible at all or even a good idea? I do have some concerns about the privacy aspect but I'm thinking those sho

    Hi everyone!    We are looking to migrate from Google Services to Microsoft 365. What would be some tips for a smooth migration so our workflow doesn't get interupted? Is it something that can be resolved in Front or will it be a task for the IT team?Thank you in advance for your knowledge! 

Hello, It would be cool to keep the assignee when moving a conversation from one shared inbox to another shared inbox (or add this option in the rules options).(I got an answer from Front Support Team and they confirmed that this is not possible yet) Vincent

Is it possible to set up the chatbot with the following workflow?After 5-10 minutes of no response from the user following our last reply, the chatbot sends a follow-up question: “Do you have any further questions?” If the user does not respond to the follow-up question: Automatically send a survey to gather feedback from Front. If the user responds to the follow-up question: Continue the conversation without sending the survey at that time.

I wanted to share with you a certain automation we have done locally and also ask you if perhaps I am overengineering it and there is a better way to proceed.What I don’t like about Front (and it is literally the only thing I genuinely consider inferior) is its notifications - for me the popup shows for too short and is sometimes hardly noticeable.So what we did is we implemented an automation, that runs every 2 minutes checking recent Front comments and searches for “@-mentions” in them. Whenever it spots one, we connect to Webex via its own API and send a notification to a user corresponding to the Front user, letting him or her know that there is a message waiting. It works much, much better and I love that solution.Now, perhaps there is something similar already in Front that I missed? I was looking for IFTTT integration, but failed to find it, so built our own ;) 

Hi Folks,A question regarding your best practices - our team follows the follow-the-sun principle, meaning that we have members in most time zones and the conversation is passed from one to the other. Now, as we all know things such as SLAs or resolution times are calculated within business hours only. So do you know how Front calculates that given the principle I mentioned earlier? At the same time, I wanted to use shifts to understand who is available at the given moment. Finally, how do you handle holidays? Do you know of a way to exclude certain day from business days for given group of users? Tried using the Calendar feature, but couldn’t figure it out…Thanks!

Hey everyone!I'm curious: What's your game-changing rule that you've implemented yourself, which genuinely adds value to your day-to-day operations? How did you come up with it, what problems does it solve, how does it support your mission, and what's the real impact of this rule?I'm asking because I believe sharing such best practices can help us all improve our workflows and achieve our goals more effectively. So, let's share experiences and learn from each other!Looking forward to hearing your insights and stories.

Hello Community, I wondering if there is a way to get tag filters to show tabs like the shared inbox does? See attached images for reference.Shared inbox Tag selected from sidebar to filter email in shared inbox Thanks

I am running into an issue setting up my 1st macro where the forwarded email I'm trying to automatically push via a macro step to our support team (currently in Zendesk ticketing system) is not getting received by Support. Upon further investigation it appears that the email in Zendesk is held in suspension due to “Automated response email” and Zendesk doesn’t appear to allow any solution around this. Can you advise on any workarounds? I thought about creating a message reply template where it cc’s our support team however I realized a message template does not provide any option to add in a cc address.  

Hello! I’d like to know if there is a way to view the threads that we’ve assigned to another team member? I’m asking this because I also want to keep track of the threads that I’ve assigned to another team member and follow up with them in case they are not responsive, may have forgotten to respond, or if they’ve accidentally archived the thread. I’ve had experiences where I’ve assigned a thread to a team member but they don’t always get back or respond right away, and I would end up forgetting about it. It’d be great to know where we can view these threads in one list just so there is at least one person to keep an eye on the thread in case the one assigned is busy. Thanks for the help!

Hi,I’m currently trying to build a set of templates for my team to use. One of the templates asks for a response by a date 3 days in the future. I’m currently struggling to find a way for that date to auto populate when the template is loaded up. Is this something that is possible, either through Front itself, or by pulling from another source, such as Excel.Many thanks

Hi everyone,I’m currently working on improving our workflow by integrating Front with Monday, and I’m curious about the possibility of using dynamic objects to pull in specific information directly from our Monday boards.Here’s what I’m hoping to do:Automatically retrieve data (like project statuses, task updates, client info) from a Monday board and display it in a front conversation using dynamic objects. Use that information to trigger automations or set custom fields in Front based on board updates.Has anyone successfully integrated monday in this way? Are there best practices or specific API setups that I should consider to make this process seamless? Any advice or suggestions would be greatly appreciated!

Hey everyone,We frequently receive information via emails in Front (e.g., client details), and we’re looking for a way to automatically extract that information and input it into a designated Google Doc.Specifically, we’d like the information to:Be pulled from the email as it arrives in our inbox. Be placed into a specific location in a Google Doc template.Has anyone set up a workflow to achieve this, possibly using integrations or automations in Front? We’re looking for the most efficient way to keep this process smooth and consistent. Any advice or suggestions on tools or methods would be greatly appreciated!Thanks in advance for your insights - Hope this makes sense! 

We currently have Front integrated with Zapier and have one zap running, which essentially converts a google form into a conversation in Front. That allows us to automate the form even further by allowing us to use rules once the conversation is created.  I was wondering if there are other use cases with Zapier that we could take advantage of. All ideas are welcome. Thanks in advance!

Hello! I'm seeking someone experienced with setting up Front for customer support. If you have expertise in configuring Front for efficient customer service operations, please reach out. We're eager to streamline our support processes and would appreciate your help. Thanks!

Recently our team has been working to consolidate our various communication channels (Whatsapp, Text, Email, etc.) and using Front to consolidate channels into a single source has helped our Support Team increase efficiency AND decreased the time it takes to respond to internal users and external customers!

I’d like to be able to view tags that are applied in Front <> to be visible in HubSpot when viewing a contact and vice versa: if a tag is applied to a contact in HubSpot we’d like to see this in Front (e.g. customer segment). For now, I’ve been able to create custom contact properties in Hubspot and we can now label accordingly there (e.g. apply multiple feature request labels to the same contact), however despite choosing the multi-select checkbox this doesn’t translate to Front: Front only seems able to offer the options as a single select dropdown list so we can't apply multiple Hubspot tags via Front. What would be the best way to view the tags in both Front <> HubSpot? Thanks!

Hi Front experts!I am onboarding my teams in Front, and I would like to know more about your experiences with Tag. Do you have different tags coming up in one conversation? if so, what does your SLA Dasbhoards look like? What would be your recommendation on tags management and the most effective way? My team has asked me to set up many tags, and I am not sure yet if we will all use them… Any insights from your experience? ThanksAmélie

Hello, esteemed Front community,In my desire to monitor my own performance, I wanted to understand how to interpret the data obtained through Front analysis, what it relates to in my case, and how to improve processes to have a clear vision of my activity.How can we balance workload and response times within the team to ensure both operational efficiency and customer satisfaction, considering individual differences in handling and response times of team members?Interpretation of DataMessages sent: 30 Average reply time: 59m 20s Average first reply time: 1h 14m Average handle time: 6m 17s Archived conversations: 45Methodology of Calculation and Definition of Indicators

Hello Front Community,In an effort to streamline our customer service processes and enhance efficiency, we've been exploring the use of chatbots to handle customer inquiries and process orders. Here's an overview of our approach and some insights into how we monitor customer satisfaction using Service Level Agreements (SLAs).Utilizing Chatbots for Customer Responses and Order ProcessingChatbots for Customer InquiriesWe have implemented chatbots to manage routine customer inquiries. These chatbots are programmed to provide instant responses to common questions, freeing up our human agents to handle more complex issues. This not only reduces response times but also ensures that customers receive prompt assistance at any time.Automated Order FormsOne of the key functionalities we've developed is the use of chatbots to process customer orders. When a customer sends an email with an order, our chatbot extracts essential information such a