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Workflows discussion

Find inspiration from fellow Front users on their setup, workflows, or other creative ways they solved problems with Front.

  • 169 Topics
  • 336 Replies
169 Topics
helena
helenaCommunity Manager
published in Workflows discussion
How to use this forum

This forum is the home base for all things workflows in Front, which we define as:An automation or rule you’ve set up to increase efficiency A series of automated rules and/or manual actions that enable individuals or teams to be more productiveThe type of posts you might expect to find here are:Our team showcasing our customers’ or Front’s own internal workflows Users sharing their own impactful workflows Questions from users for ideas on how to build workflows to achieve their goalsWe hope you find lots of inspiration here and also share any workflows that have helped you!If you have specific questions about how to use a feature in Front, head over to Product Q&A.

1700
helena
lora_brasser
lora_brasserConversationalist
posted in Workflows discussion
Knowledge Base Use Cases

Hey folks,We started using the knowledgebase for internal tips and tricks about Front. I’m bringing in other team members to brainstorm how it can be used across our organization internally, and where it might also be useful externally. How are your teams using the knowledgebase? 

67014
hobratschk
joshua_sapola
joshua_sapolaConversationalist
asked in Workflows discussion
UI

Am i the only one having issues with the new UI?

151
tiamarie_dennington
ejskay
ejskayRookie
asked in Workflows discussion
Can I assign different knowledge base for different Inboxes?

We are property management company and manage multiple micro hotels, so we have been struggling with using one data base for the entire shared inbox, as we have different amenities and policies across different properties. How can this be solved? 

171
annika_hanlon
Ralph
RalphEnthusiast
posted in Workflows discussion
New UI Inbox is Two Steps Back

I wanted to share some thoughts (and frustrations) about the new shared inbox UI. We've been using Front daily since 2018 across multiple teams, and while change can often be a good thing, this redesign feels like a giant step in the wrong direction. Here’s why:🚫 Loss of Clarity and EfficiencyThe old UI made it easy to scan, prioritize, and collaborate quickly. With the new interface: Message previews are less readable — whitespace is poorly balanced and visual density has increased without improving usability. Viewing the conversations panel & inbox list is visually challenging.  Requiring more clicks for basic tasks Search bar relocation is a disaster ⛔ Workflow DisruptionWe’ve built our workflows around speed and collaboration. The new UI introduces: More friction in searching  Composing is a challenge Why change Snoozed/Archived to Later/Done? Keyboard shortcuts being necessary — breaking muscle memory we’ve built over years. Removal of core features like notific

1512
harry
BT_Bnokes
BT_BnokesConversationalist
asked in Workflows discussion
Message Template - Automatically add the from email address

We have a specific email template that is used multiple times daily and it has to be sent from a specific email address. Is there a way to create a template that when selected will automatically set the from email address?  We forget to change the email address periodically and it causes hiccups in our flow. Thank you,

465
annika_hanlon
levy_mulenga
levy_mulengaConversationalist
asked in Workflows discussion
New Front UI Feeling

Do you think that everyday use of the new UI will help you get over the feeling of getting lost when doing the work? 

371
jose_m
evan_zaske
evan_zaskeEnthusiast
asked in Workflows discussion
Using Front as an Internal IT Ticketing system

Hey everyone,Has anyone used Front as an internal IT Ticketing system, if so please share the experience and would you recommend it? Secondly, if you have done it, please share some of your assistance on the way you got it set up and running. (Best idea of how it should be set up)

9118
gregkn
DKSci
DKSciConversationalist
asked in Workflows discussion
Need Consulting Help for Front

We are a small company and going above Starter plan would be huge overkill. Given that this plan does not include dedicated onboarding, I need to hire someone expert in Front for like an hour to just look at what we’re doing, what we’re trying to do, and give us advice on how to do it. We can do the grunt work, I just need someone who is really expert in the software to help guide us properly. I tried searching on Upwork, via various terms, and cannot find anyone with “Front” as a tag or in their profile. Thanks for your help trying to find a resource.

2707
Javier - Developer Relations
norabentz
norabentzEnthusiast
asked in Workflows discussion
Anyone Using Front to Automate Account Follow-Ups?

Hi!Has anyone automated follow-ups for account check-ins or feature adoption using Front rules or integrations?Looking for lightweight ways to ensure no account falls through the cracks without relying too heavily on manual tasks. 

251
PhoebeatFront
A
annacastellRookie
asked in Workflows discussion
Unassign multiple emails

How do I unassign multiple emails in one go.  In the old site I would use CTRL & SELECT the relevant emails, then click UNASSIGN.  However this option is no longer displayed.Emails 1 and 3 selected, but there is no option to unassign.  Is this something I need to add in the settings? 

131
PhoebeatFront
G
grodwConversationalist
asked in Workflows discussion
Single conversation in multiple inboxes?

Hi,I am looking for a way to attach single conversation to two inboxes. This sometimes happens naturally upon merging, but can I do this without? I’d be a lifesaver. Thanks!

404
G
alec_badillo
alec_badilloConversationalist
asked in Workflows discussion
View history of changes to email subject Front

Hello,Is there a way to view history of changes to email subject Front? to see who updated the subject title. 

1173
ashley_alexander
daniel_smith
daniel_smithRookie
posted in Workflows discussion
Customer Success Rules

Hello, Curious if anyone has seen any rules (outside of the “standard” rule set that really helps CS teams perform well? I am aware of the SLA features and love those, but any creative workflows or sequences anyone has seen work really well for Customer Success teams?

68812
Ray
cole_madray
cole_madrayConversationalist
asked in Workflows discussion
Making Sending Messages in Chat Less Cumbersome

I have two minor gripes about front chat and was curious if anyone knew of a workaround.  After replying replying to a chat message directly from a chat inbox it assigns it to the person replying and the chat disappears as it moves from the chat inbox to the teammates assigned inbox. This is minor but it is annoying to have to reply → click to your assigned inbox and find the message → continue conversation.  Is there a better workflow there?   We have ticket statuses enabled for our chats. Once you have replied and you are actively chatting with a customer it is a bit annoying to have to constantly select the “send as open” option from the dropdown when replying. Is there a workaround there without having to change your default send option in personal preferences? Ideally we would like to be able to quickly chat back and forth with a customer without having to manually select a send option or have the chat disappear and reappear when sending as resolved.  Any help is much appreciated.

193
camille_tolentino
harry
harryHelper
asked in Workflows discussion
Rules within a Custom View

Hello, I use a custom view to alert me when we have staff working on conversations in the wrong in box which works great. I move the conversation off to the correct in box but would like to add one more step. To track these wrong in box conversations (stats purposes) I’m now placing a tag on them manually. Is it possible to build a rule using the view settings to add a tag automatically? The rule would add the tag 📫 to any conversation captured by the settings for the view I have set up. Is this possible?  Thanks, Harry

361
cat_apac
harry
harryHelper
asked in Workflows discussion
Dynamic Variable Using Conversation Name

Hello, Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed. 

474
harry
bobbys
bobbysRookie
asked in Workflows discussion
Printing attachments / Outlook inbox

I exclusively use FRONT however, it is MUCH easier to right click/print and drag/drop attachments from Ouitlook. My issue is that there are so many emails that stay in the Outlook inbox it makes the ones I want to print hard to find. Does anyone know of an easy way to keep the Outlook inbox clean besides manually filing/deleting emails ?

791
annika_hanlon
ward
wardConversationalist
asked in Workflows discussion
Require tag from set list when resolving a ticket

We’re looking to enforce tagging when a support ticket is marked as Resolved — ideally from a predefined list of tags we use for resolution classification. We’ve been able to enforce tagging when conversations are moved or archived, but this doesn’t appear to apply when someone simply changes the status to Resolved (e.g., using status buttons or automatically in sending a response).We rely on tagging for resolution audits and postmortems, so ensuring consistent tag usage at closeout is important.Before submitting this as a feature request, I wanted to check if anyone has successfully configured this in their workspace.Here’s a screenshot of the rule that isn’t working the way I’d hoped: 

191
PhoebeatFront
harry
harryHelper
asked in Workflows discussion
Web link in Contacts for Account description

Hello, What we would like to do is provide a web link in an account's description box such that is would take them to a specific Knowledge base page related to dealing with that particular account. I do not have admin ability, and it appears this is not possible but is it possible as an administrator or is there some other way to accomplish this? We of course can put a note to go to Knowledge base and search for the article but that is rather convoluted with too many steps. This might also be done with a rule but that would be far more complicated than adding a link if possible. Can you add comments via a rule that contain a web link?

191
cat_apac
Honza
HonzaConversationalist
asked in Workflows discussion
Is it possible to have a wildcard in Rule set condition?

I want to optimize the rules in our company account. Several rules delete unwanted messages.All of them have a sender address as a condition. Some of them have AND condition with text in the message’s subject.Is it possible to have a wildcard in the second condition that means “anything or nothing” in its subject? Maybe a character asterisk * or just an empty field?I don’t want to do tests in the working environment.With the wildcard, I can create one rule set for both types of messages.I would like to use a wildcard in other rules, too. See the example rule and its table: 

631
Sadie
skukhar
skukharRookie
asked in Workflows discussion
Front analytics

Which of the data points can I get in my Overview report in Front? 

251
cat_apac
skukhar
skukharRookie
asked in Workflows discussion
SLA features

Our team utilized SLA features to prioritize and manage response times, helping us maintain consistent service standards. Adding SLA warnings to the rules helps hitting your SLA targets.

210
skukhar
mrussell
mrussellRookie
asked in Workflows discussion
Possible to pull text from attachments natively within Front?

Hello, Seeing if anyone has found a way natively, or if there is a feature that will pull text from attachments within Front, to create rules off of?Thank you!

841
Javier - Developer Relations
mrussell
mrussellRookie
asked in Workflows discussion
ERP integration with Front questions

For anyone who has connected your ERP with Front via API.What is the most valuable (and usable) information you have found that you need to have available, within Front, that you pull from your ERP that is connected to Front?What is the information that you wish you had earlier before your integration with Front, and what problems has it solved now that you are connected? 

120
mrussell

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