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Hi everyone,

We’ve been using Front as our central communication hub for a while now, and one feature I’ve been exploring is the Knowledge Base. We’re a customer support team for a SaaS product, and I’ve been thinking about how we can integrate our Knowledge Base into our workflows to improve efficiency and response time.

Here are some ideas I’m considering:

Automating responses with canned replies: I’m looking to create pre-drafted responses based on our knowledge base articles, so when a customer asks a common question, agents can pull a response with just a few clicks.
Routing tickets based on article relevance: Using Front’s rules to automatically route tickets to the right team member when certain knowledge base topics are mentioned, to ensure that inquiries are resolved by the most knowledgeable person on the subject.
Internal collaboration: Having team members refer to knowledge base articles directly in Front’s conversation threads to resolve issues faster.
I’d love to hear how other teams are using the Knowledge Base in Front to streamline support or any other creative use cases you’ve found. Any suggestions or tips would be greatly appreciated!

Thanks in advance!

Happy to help!

  1. For automating responses, you should look at the open beta for Front’s AI suggested replies here: https://help.front.com/en/articles/914304
    Suggested replies use your Front Knowledge Base to quickly generate email drafts using content from your articles.
  2. While KB article relevancy isn’t available in a programmatic way, I think that topic-based routing is best address through our AI tagging, also in open beta:
    https://help.front.com/en/articles/759488
    An admin can set up to 50 tags per inbox to be used with AI. As emails flow into an inbox, AI uses the message subject and body to determine appropriate tags that can be applied.
  3. The best ways to use the Knowledge Base inside the app itself are discussed here:
    https://help.front.com/en/articles/251200
    Primarily, you can produce descriptive links to articles and subheadings in the compose by typing `/article`.  We also provide a plugin that provides quick access to your knowledge base!

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