Workflows discussion

Hey Team, Is there a way to setup domain based routing to multiple inboxes? Will each inbox receive a copy separately or is there a way to route a single copy to a inbox based on load balancing? 

Hi all,I’ve been exploring automation features in Front and I’m curious how other teams balance automation with maintaining a personal customer experience.Automation definitely helps with:Faster response times Reducing manual workload Organizing conversations efficientlyBut at the same time, I’ve noticed that too much automation can sometimes feel less personal for customers.For example, I’ve seen workflows where:Auto-replies are sent instantly Conversations are routed automatically without reviewI’m wondering:How much automation do you currently use in your workflows? Have you ever reduced automation to improve customer experience? What’s your approach to keeping responses efficient but still personal?Would love to hear different perspectives and real examples!

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?

Our company has been using Front for many years across nearly every department, including Support, Sales, Ops, Sales Support, and Finance. As we’ve grown more distributed, we are looking to move away from a "one-size-fits-all" business hours setting to get more accurate analytics and finally implement SLAs for all teams.We have a complex geographic footprint: Global Support: Distributed worldwide, providing near 24/7 coverage. Ops & Sales Support: Primarily U.S. East Coast (Mon–Fri, 8–5). Finance: Based in Europe, operating on a completely different workday. After looking into Front’s documentation, I see there are a few ways to structure this (Workspace-level vs. Inbox-level hours), but I’m wary of the trade-offs.I’m curious to hear from other global teams: which of these approaches have y

Hi everyone,I was wondering if anyone has set up a rule that automatically takes tickets that have been in a “Waiting” status for a certain period of time and sends an automated response like:“Closing the loop here as we haven’t heard back from you. Please feel free to reach out if you have any additional information.”Then moves the ticket to a resolved status.Tried creating this ( see below) but for some reason when I test conversation for this rule, Front gives me a warning message saying “Condition isn’t supported for testing”. If anyone has any idea why this is happening, it’ll be super helpful!Thanks!! 

Hello Front Community! 👋 I'm Greg, Front's Director of Corporate IT & Enterprise Security, and I'm thrilled to share how our team is leveraging Front to revolutionize our internal IT support. It's been a while since my last update, and with all the exciting product enhancements over the last year, I couldn't wait to give you a fresh perspective on our journey.Some of these features that I am going to talk about are in beta, so contact your Front account team or our Support team should you have any questions or want to try them out yourself! Quick Snapshot of Our IT LandscapeOur mighty team of five handled an average of 120 tickets per month in 2024. We're proud to report an average ticket resolution time of

Hi everyone,I manage a shared inbox environment where multiple team members handle a fairly high volume of operational emails from different regions. One workflow that has helped us a lot in Front is combining Rules + Tags + Assignments to keep things organized and avoid overlap.Here’s how we structured it:• Automatic tagging by keywords or sender domain – For example, emails from certain partner domains automatically receive tags like Vendor, Logistics, or Client Support.• Rules to assign conversations – Based on the tag or email subject pattern, the message gets automatically assigned to the responsible team or teammate.• Status visibility using tags – We also use tags such as Pending Vendor, Internal Review, or Waiting for Customer so anyone opening the conversation can quickly understand where things stand.This helped u

Integrate Google Sheets into Front in 3 simple steps: Step 1: Open your Google Sheet normally and Copy the url. Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the url from Step 1: You’re all set! 😃 Go to

One approach that worked well for us when routing conversations automatically was combining multiple rule conditions instead of relying on a single trigger.For example, instead of routing only based on the recipient inbox, we built rules that check:• Sender domain (partner/vendor/client)• Keywords in the subject line• Whether the email came through a specific shared inbox• Presence of certain tagsThis allows Front to route conversations much more accurately. A typical rule for us looks something like:IF:– Email received in Support inbox– Subject contains a keyword like “invoice” or “billing”THEN:– Add tag Billing– Assign to Finance queue– Set a reminder if no reply within 24 hoursWe also make sure automation only assigns if the conversation is unassigned, which prevents rules from overriding manual assignments.O

I am wondering if anyone has found an easier way to navigate through the Auto-Created Customer Contacts? At this point, the only option I am seeing is to scroll from top to bottom. Is there currently a more efficient way to search through this list, aside from exporting and filtering?

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? 

Hello everyone, My name is Jacob and I am about to take my test for admin certification!

Integrate Google Scheduler into Front in 3 simple steps: Step 1: From your Booking Page Sharing Options copy the src url form the Website embed tab (Inline Booking page):  Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the src url from Step 1:

Integrate Calendly into Front in 3 simple steps: Step 1: From Calendly Scheduling links, click on Copy link. Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the link from Step 1: You’re all set! 😃

Integrate AirTable into Front in 3 simple steps: Step 1: From your table sharing options, go to Embed this base and copy the src url. Step 2: Create a new App, add a name and an Icon you can easily recognize: Step 3: Add the Sidebar plugin feature to your app and paste the url from Step 1: 

HI! Is it possible to upload an Excel file that shows our transit time for delivery lanes into Front Knowledge base and then have that information auto-populate/suggest response into an email response based on the email containing “transit time”? 

Hi everyone,I'm currently setting up Front for a Manufacturer's Rep agency in the HVAC/Plumbing industry. We have a specific workflow where "Stocking Orders" (POs over $25,000) need to be routed differently than standard daily orders.The challenge is that the dollar amount is usually located inside the attached PDF Purchase Order, not in the email body.Has anyone found a workaround for routing rules based on text/numbers inside an attachment? Or is the best practice to train our vendors to put "$25k" in the subject line so Front's rules can catch it?Thanks!

Hello,I would like to share my wish to have an “ALL” tab within every Tag.Currently when within a tag you have to look in Open, Snoozed, Archived, Trash or Spam. It would be amazing to have an “ALL” tab where everything is listed.  It would save a lot of time when looking for something to go to “all” rather than each tab.Perhaps a new year’s wish will come true  ;)   

One of the actions inside a rule is to send an email. You can send multiple people each the email of course. What would be great is to send a person an email and cc another person along with it. I use a template email inside a rule, and having to send two or three people the email seems clunky. 

Hello!I wanted to create a rule with a ‘Rule set data’ using keywords to assign to a specific teammate who are on Front, but there are some keyword rules that should forward the email to a teammate who are not on Front. Is there a way to create one rule, Where keywords are triggered and assigns to a teammate                                orKeywords are triggered but forwards the email to a teammate who are not on Front.or is creating two different rules is my only option?  

We currently utilize the platform “Acadia” to house all policies, procedures, onboarding and training. I’m curious if anyone in the community has experience with Acadia and has effectively integrated Front and Acadia. What specific workflows or automations were most effective? What integration tools or methods did you use to connect Front and Acadia? Did you come across any limitations or data sync issues when connecting the two systems? What key take-aways would you offer to a company looking towards this integration?

HI! What is the best way for a team with multiple supervisors to manage SLA Breaches? Should we subscribe all supervisors to those emails once the SLA tag/rule is trigger? Should we create views instead based on certain inboxes? Or should we create customer inbox fields for Inbox owner/supervisor and set up a rule to send SLA breaches to only inbox owner ?

Hi All,How can I create an auto-response in Front that sends an email to the client, informing them that their ticket has been created and assigned to a consultant?PS: Keep in mind that we have a number of consultants, so the system (front) should automatically select the assigned consultant and insert their name into the auto-response.

Hi, Is it possible to generate a list of all the emails I’m subscribed (not assigned) to? For example, if I go on holidays and have a ton of emails subscribed but not assigned then I come back to a sea of emails - UGH! I would like to get a view or list to see what I’m subscribed to so I can manage it. Is this possible? I have tried the subscribed in the side panel but nothing appears here. What is the purpose of the subscribed on the sidebar?