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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.

Hello Trixie,

Thanks so much for posting your question! 😊 Annika here, from Front Customer Support, happy to help! 

It sounds like our discussion feature may be useful for this case! This would allow you to have a separate internal thread from the external customer-facing thread. 

Internal discussions enable you to have quick chats with your teammates or with all the teammates in a shared inbox, right in Front.

For more information on Discussions, please check out our guide here: How to start an internal discussion

Also, to note  as well, you can talk to your colleagues via comments within the thread that the customer is sending replies to. Comments are completely private in Front and can not be seen by external people.

Let me know what you think! 😁

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