Hi Front Community,
We're exploring ways to improve collaboration between our Support and Sales teams when managing customer conversations.
Currently, support agents often identify upsell opportunities, renewal questions, or product interest during routine support interactions. We're considering a workflow where:
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Support applies specific tags when an opportunity is identified.
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Rules automatically route or notify the appropriate sales representative.
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Internal comments are used to provide context before handoff.
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Shared inboxes maintain visibility for both teams.
Our goal is to avoid information getting lost between departments while keeping the customer experience seamless.
For teams that use Front across multiple departments, how have you structured your workflows? Have you found effective ways to manage ownership transitions, notifications, and reporting across teams without creating duplicate work?
I'd love to learn from any examples or best practices you've implemented.
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