Rules AMA: automate routine tasks

Forum|Forum|2 years ago
January 23, 2024
24 replies
1102 views

Did you know you could use rules to categorize messages, route them to the right team members, resolve issues faster, power analytics, and more? Your team’s productivity will skyrocket once you understand which manual tasks you can take off their plates and allow them to focus on the most important work 🧠

If you want to learn more about how rules can help your team multiply their efficiency, you’re in luck: Front Product Manager @Baptiste is here to answer all your questions about rules and automation.

Here are some additional resources to help you get started:

📣 Now, ask away! Whether you’re just getting set up, or you have a deeper technical question you’d like answered – we’re here to help (and we’ll be adding some rules FAQs below that we’ve gotten from customers). Baptiste will answer all questions on Thursday, February 22. Questions posted after that date will be answered as well, so don’t be shy!

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Baptiste

Fronteer

Is there a good rule/feature for if a agent is overwhelmed by round robin and needs to unassign cases?

We recommend setting assignment limits for each teammate so no one gets overwhelmed. You can do this by selecting the Load Balancing tab in each workspace’s rule settings. If all teammates are at their limit, assignment rules will pause. Once any teammate is below their limit again, the assignment rule will resume.

Learn more here: https://help.front.com/en/articles/2121

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Baptiste

Fronteer

Do you need a specific front plan for any of these features or is it available on all plans?

Rules are available on all plans, but certain rules (load balancing rules, response time SLA rules, required tagging rules, and rules using customer data) are only available on Growth and above.

Check out https://front.com/pricing#compare-plans under the “Rules & workflow automation” section to compare plans.

Baptiste

Fronteer

Need A Newsletter Workflow Solution

One of the types of emails many of us get a ton of is “Newsletters.” Front does a great job with tags and rules triaging important emails. I am looking for tips on how to best handle these newsletter emails.

When I used Outlook, I had a rule that would route newsletter emails to a folder for later reading. Obviously, with Front, we don’t have folders anymore. The rule-driven workflow I would like as an alternative would be to Tag incoming newsletters, based on sender, then ‘Snooze’ them for a week. If I don’t read them and manually archive / delete them within a week, I want to purge every message with the ‘Newsletter’ tag that’s > 1wk old.

Yes, you can replicate this workflow in Front, using tags as a folder (only works with individual workspace). You’d build an individual rule that adds the tag, like Newsletter, and also removes the Inbox tag. The Inbox tag is what determines whether the email shows up in your inbox, so once it’s removed, it’ll only show when you look in the tag, thus functioning as a folder.

Note that I’ve skipped in my rule the conditions for determining which emails to capture, so you’d fill that in based on the sender, email address, body/subject content, etc.

For the second part of your workflow where you want to snooze and automatically purge/archive – you can’t snooze with a rule but you can auto-archive with a second rule that runs sequentially after the rule above:

Baptiste

Fronteer

I see there’s a new UI in rules. What’s new in this update?

We’ve launched a completely updated Rules experience to make it even easier for you to streamline workflows, organize messages, and reduce your email volume.

The release includes a new templates library, redesigned rule editor (coming very soon), and a simplified templates and rule list.

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