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Every so often, we like to host an AMA (Ask Me Anything) session in Front Community, which brings in one of our Product Managers or leaders to answer all your questions about a certain feature. 

 

In case you missed the AMA post last wek, we’re talking about one of our newest and most powerful features: macros. They allow you to kick off multi-step automations so that all your processes stay consistent and streamlined, reducing room for error and increasing your productivity. Head on over to our macros AMA to see a video and ask your questions!

 

📍 Macros AMA: Create shortcuts to automate multi-step processes

 

Is it possible to include a comment into a webhook content that is triggered by a macro? We want to create tickets in Hubspot based on macros triggered in Front. However the tickets in Hubspot should have some context about the conversation. Reason for us to create a ticket in Hubspot is that tickets in Hubspot will be escalated with our tech team. So we need the option to give them some context about what the ticket is actually about such as the user id (custom field in front) and a customized text that relates to the customers inquiry. 

Hi @nils_keaz 

 

This is definitely possible. Front allows you to send webhook event data in rules and macros:

https://help.front.com/en/articles/2212

 

However, that sends the full event payload to your webhook for whatever event it was based on (like every new comment would be sent to the webhook).

 

If you want to selectively create tickets in HubSpot, it may be better to use the HubSpot API to create a new ticket in their system when needed. This can be done through a combination of Connectors and macros. A Connector allows you to make an API request to an external system like HubSpot. Macros allow you to create workflows that can include Connectors + the context of a conversation, such as comments, the body of the message, the conversation subject, etc. Macros will run when manually selected by teammates (as opposed to rules which have automated triggers).

 

Connectors:

https://help.front.com/en/categories/330

https://academy.front.com/app/learning_paths/e7338f69-a6b3-4a25-8b4c-76d7d297f549

 

Macros:
https://help.front.com/en/categories/325696

 

If you have questions about how to implement this, I recommend posting on our Developer Q&A:

https://community.front.com/developer-q-a-37

 

Hope that helps!

please adivse for the best way -

I was thinking to use Macro to escalate few discussions. is there a way to capture or track emails that remains unresponded or unassigned for 24 hours?

Hi Alex! Cat here from the Front support team 🌻

You can use Analytics to track these using metrics - the Workload report is a good one for this!

Another option is to use rules to track unreplied and/or whether the conversation is open + unassigned for a period. You can find all the rule conditions outlined in more detail in this guide: Guide to rule triggers, conditions, and actions

Cheers,

Cat

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