Skip to main content

Hi Everyone!

I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.

I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.

Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflow

Thanks in advance for sharing your experience😇

Hi Ashraf! Cat here from the Front support team 🌻

One approach here could be to use AI tagging to determine urgency from your customers: AI Tagging gopen beta]. You can then build rules based on one of these tags being applied to move the conversation to your Prio inbox where your team can manage them separate to the less urgent conversations.

Another approach is to build a more manual rule based on the keywords you know typically indicate urgency. This could do the same thing where it moves the conversations (and maybe adds an urgent tag) to that Prio inbox. Here’s a simplified example:

You can also have different assignment rules in your Priority inbox to your regular inbox so that these are assigned different - perhaps to your more experienced agents. You can also use “Notify eTEAMMATE/S]” actions in rules to alert teammates about new messages in this inbox, depending on your requirements!

Cheers,
Cat

Reply


Terms & ConditionsCookie settings