Get started on Front

The post focuses on operations and support teams, describing how Front’s load balancing prevents overload and missed messages by queuing work until teammates have capacity and skipping unavailable users, then combining this with AI intent and urgency detection (via Topics and routing rules) so urgent or high-value conversations go to specialized groups with appropriate limits, encouraging teams to start with a few core Topics and conservative caps and then adjust as they see real SLA performance.

Load balancing as a foundation to distribute conversations based on teammate capacity and then layer AI features like topics and classification on top to route messages by intent and skill, ensuring the right group receives each conversation and within that group the least-loaded available teammate gets it, while teams monitor response and resolution times to fine-tune assignment limits and rules over time. 

Hello, When creating a Rule, sometimes I am unable to add a Tag that I have created. For example, I would like to Tag a location on a Rule but once I go to select said Tag, it does not appear on the drop down menu. I have also checked that said Tag has access to the specific inbox. 

Hi,I have had front in my company for 10 years, however, I never really understood all the capabilities. I now need to figure out of I can actually work like I want with multiple inboxes, and actual shared inboxing across my small organization. Is it possible to find a freelance engineer, who can assist me with the things I wan’t to do?Simon

HiI’m looking at linking Front to ChatBase which we successfully use to help Front build knowledge for replies so I’d be keen if anyone has some experience with that.The pro’s and con’s 😀Thanks

HiJust setting up Front.  It seems to be taking a long time  "identifying your topics" in the set up. It’s fair to say that our email account is pretty large 28,300 sent items so would that be the reason?Maybe I’m just impatient :)Thanks 

Hello everyone, I am facing a problem with Front, when ever I assign an email that is left unassigned or change the assignee name then front automatically archiving the email.Not really sure if I changed something lately in the settings or this is as part of new updates in front.This is very frustrating after assigning the email to someone, I also have to click Unarchive in my email in order to bring the email back to my shared section. I appreciate if you can share any work around or some sort of setting which could solve the issue

We are newer to Front, but for anyone managing ongoing conversations, don’t forget about the “Waiting” status, it’s a great tool for keeping your inbox organized and transparent.When you’re waiting on a client’s reply or an internal follow-up, switching the thread to “Waiting” helps signal that action is pending elsewhere without losing visibility. It also keeps response metrics clean and prevents things from falling through the cracks, especially important when turnaround time matters! This has been a game changer for our team!

Hi, I am new to front and wanted to learn from others that have a small group of 2-5 sales reps and how they are currently using front and what type of automations are helpful to ensure a smooth customer experience while ensuring the app is being used proficiently?

I have one primary inbox with a channel setup of incoming email.  I route based on rules to a series of other Inboxes based on client’s domain from their email address.  All of the forwarded-to Inboxes work as expected except for one.  One of them, and the moved messages that land in it, does not allow me to forward or reply to the message.  The button is missing and there are no options to do so. Also, when I choose resend or forward as a new conversation, I don’t get the normal email message popup.   It feels like a rights config issue, but I’m the admin on teh account, so I’m not srue what’s missing.  Thanks in advance!

Hi everyone! 👋 Our team has been exploring Front’s analytics dashboard to better understand our response patterns. One insight we noticed is that while our average response time is within target, the distribution is uneven—some inquiries are answered in minutes, while others take much longer depending on the time of day or who’s on shift. I’m curious: How do you use analytics to identify bottlenecks in your workflows? Do you set up custom tags or rules to track specific types of conversations (e.g., billing vs. support) and then measure performance separately? Has anyone tied Front’s analytics into external tools (like a BI dashboard) for deeper reporting?  Would love to hear how others are using these metrics not just for reporting, but for improving team efficiency in real time.

Hi everyone! 👋 We’ve recently started using Front shared inboxes for cross-functional collaboration (support + operations). It’s been great for transparency, but sometimes threads get a bit messy when multiple teammates chime in. Has anyone here set up rules or tags to better organize internal vs. external conversations within the same thread? For example, auto-tagging internal notes or routing customer-facing replies separately? Would love to hear how you’ve structured this in your team to keep workflows smooth.

Hey everyone,In my role combining business analysis and support responsibilities, I’ve been exploring the Front Administration Certificate. One area I find especially useful is the Knowledge Base.From the materials, I understand you can: Organize articles with tags by customer type or topic. Insert articles directly from the composer when responding to customers. Track article usage to see what’s most helpful and update content regularly. I’m looking for ways to reduce repetitive questions while maintaining SLA targets. I’d love to hear how other analysts or support teams structure their Knowledge Base workflows to improve efficiency and insights from analytics.

Front rules are a game-changer for managing incoming messages efficiently🙂 Automatically tag conversations by priority or customer type. Route messages to the right teammate or inbox. Trigger notifications for SLA breaches. Has anyone set up rules to automatically prioritize urgent requests or high-value customers? Real-world examples would be really helpful to see these best practices in action.

Hi Front users/admins! I’m getting started in Front as I build up my capacity in my role as applicaiton specialist. I’m here to learn about new processes we can manage in Front and/or ways to improve our current workflows. Looking forward to diving into the community more!

How do we setup a custom SMS connection channel to connect to AWS End User SMS or AWS SNS (instead of ex: twilio)The only guide is confusing and doesnt really help - also asked AWS side but they referred back to frontapp.

Hoping someone here has run into this before. I run a screen printing & embroidery shop and use Front for all our customer communications. I’m trying to connect my Google Calendar (Workspace account) to Front, and I’m getting some mixed signals from the app.Here’s what’s happening: I went through the normal “Sign in with Google” flow to connect the calendar. It looked like everything worked — Front said permissions were granted (see attached screenshots). But when I go to the Calendar section in Front, it still tells me to connect a calendar. If I try to reconnect, the channel setup page says the calendar is already connected by my company, so I can’t re-do it. So… it’s kind of in limbo? 😅A few things I’m wondering: Why would Front say it’s already connected, but also not actually let me use it? Could this be a c

Hello,I would like to clarify how SLA functionality works in Front. As I understand it, we can assign a specific SLA to each tag—for example, the #rush tag can have a 24-hour SLA set in Front. In this case, I see two possible scenarios: No auto-tagging enabled (i.e., no rules in Front that automatically assign the #rush tag—only the 24-hour SLA is configured): When we receive an email that should be treated as a rush request and handled within 24 hours, someone managing the mailbox (e.g., the dispatcher on duty) would need to manually apply the #rush tag. My understanding is that Front will still calculate the 24-hour SLA from the original time the email was received, even if the tag is added a few hours later—say, 3–4 hours after the email arrived. Is that correct? Auto-tagging enabled (rules are set up so that emails containing the word “rush” or

Hello,We are in the process of setting up Front for our company. From one of the trainings, I understand that we can easily export our Contacts (e.g., name, surname, email) from Salesforce as a .csv file and import them into Front, allowing us to use them for sending emails starting on Day 1. Is that correct?Would you recommend this approach, or is it better (and possible) to connect Front directly with Salesforce so that contacts are synced automatically in real time? I want to ensure that any updates made in Salesforce—such as changes to a contact’s email address—are accurately reflected in Front.Thanks!

Hello,I would like to clarify something regarding user management.If an admin or member is removed from a company or workspace, is it allowed or expected that they can be invited again later?Or is the removal intended to be permanent, preventing them from being re-invited?Appreciate your clarification on this behavior.Best regards,[ahmed bahgat]

Hi everyone!We’re exploring ways to integrate Front with our CRM so that our team can see customer context right inside the inbox and avoid switching between tools.Which CRM are you using with Front, and how well does the integration work?Thank you! 

Hi everyone!We handle a large volume of customer conversations every day, and we’re finding it difficult to keep our tagging consistent and truly useful. One of the main challenges is that we don’t have a standardized list of keywords or predefined tag guidelines, so team members often apply tags based on their own judgment, which makes reporting and filtering much harder.How do your teams keep tagging organized and consistent, especially when you don’t have a strict set of keywords? Any best practices, workflows, or automation tips would be really appreciated! Thank you!Patrycja

This is obviously a metric we are always trying to improve. An idea that came up is targeting problem teams with direct communications with suggestions and bumps of previous trainings they may have forgotten. Any other suggestions for ways to help teams continue bringing down their first reply time outside of a full re-training?

Looking for inspiration on we can utilise all the features within Front!

I was curious which analytics you all find most useful on Front and most intuitive?