I’m looking for advice and best practices on setting up inboxes in Front for an operations team that manages accounts and workflows. Our goal is to organize inboxes in a way that helps the team efficiently handle account-specific communications while maintaining clear visibility and collaboration. Specifically, we need guidance on structuring shared inboxes, using automation or rules to route messages to the right team members, and managing workflows between team members as tasks or requests evolve. If anyone has experience with setting up Front for this type of operational use case, I’d love to hear how you’ve approached it and what’s worked well for your team!
Question
Workspace Inbox Design for Operations Account Mgmt
+2Hey Andy!
We met earlier this week but just for context for anyone else with the same question. During the onboarding process for our customers, we emphasize the importance of the OTCAR methodology, which focuses on how to Organize, Triage, Categorize, Automate, and Report your emails in Front.
Firstly, it is essential to organize your information effectively. Please ensure you have a clear understanding of your current email organization and how you would like it structured in Front. For example, consider whether you want to connect a multiple channels to a their respective shared inbox or have a single email channel flow into a shared inbox, from which you can triage emails into designated shared inboxes based on category.
Next, triaging your conversations. This involves sorting new messages, assigning them to the appropriate team members, and responding promptly. Additionally, automating repetitive tasks can save time and enhance your team's efficiency, such as auto-archiving or relocating emails.
Categorizing your conversations is also important. Utilize tags to create custom labels for yourself or your team, allowing you to track critical topics, report on key trends, or automatically sort messages.
To accelerate and automate your workflow, construct rules based on predictable characteristics in your conversations. This includes creating rules based on keywords, domains, and other criteria to facilitate this process. In addition to building message templates for frequently used responses and leveraging dynamic variables to personalize your messages. Utilizing views can help you monitor high-priority topics and conversations effectively.
Finally, report on performance. Identify the key performance indicators (KPIs) you wish to measure for your team, utilizing the pre-built reports available in Analytics. This will enable you to analyze and track inbox performance, teammate contributions, tag effectiveness, and more, providing you with actionable insights.
I hope this response was helpful and best of luck setting up Front for your teams.
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