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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.

  • 148 Topics
  • 288 Replies
148 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.

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helena
Joe Lopez
Joe LopezConversationalist
asked in Workflows discussion
Transparency amongst Two Teams With Multiple Unique Inboxes

I’m having an issue integrating front with individual users who receive direct communication from clients on new requests and ensuring these requests are handled within our dedicated SLA times. The team dedicated to handling new incoming orders (Client Service) should be the primary team that receives all new requests, while the other handles updates on existing order (Client Experience). The issue that we’re facing is that the client services team has one inbox that handles all incoming orders, while the client experience team each use their own unique inbox to respond to client concerns or requests for updates. I’d like to utilize Front to mirror this set up within our client experience team, but still allow transparency when clients are reaching out to ensure SLA’s aren’t breached our missed by each Client experience rep.  In addition, there are times that clients will email new orders to the client experience rep and exclude the client services team what would be best method to ens

131
sadie_mcdaniel
Joe Lopez
Joe LopezConversationalist
asked in Workflows discussion
Creating Routing Macros Based On Tags

Looking for feedback on possible options in creating an automated method of tagging emails based on which workspace the email lands in and then based on which inbox the workspace contains.The idea is to assign a company level tag if an email lands in one of the two workspaces. Which is a simple enough company level rule. If email lands in any of Workspace A inboxes then assign Workspaces A Division Tag. The next step is to assign the department that’s currently responsible for handling the email. There are multiple main inboxes with each workspace and each main inbox containing sub-inboxes. Therefore, if an inbound email arrives or is moved from a different main inbox then the tags that should remain are the Workspace Main Tag and Only the Department Level Tag. If an email lands in one of the sub-inboxes the workspace tag and department tag remain along with any other specific tags that have been applied.The challenge that I’m facing is that if the email exists within two inboxes of th

30
Joe Lopez
ward
wardConversationalist
posted in Workflows discussion
Best Practices for Tags

Hey everyone,I’m new to Front and really excited to explore everything it can do - both internally and externally. There’s clearly a lot of potential, and so I’m curious:What’s helped your team build consistent habits with tags, rules, or shared inboxes?I’d love to hear any best practices or little things that have made a difference in adoption or team workflows.

30
ward
jweiny3
jweiny3Rookie
asked in Workflows discussion
CC address line always available?

Does anyone know how to make it so that the CC address line is always available and I don’t have to click CC to open the line?

60
jweiny3
kevin_pursuit
kevin_pursuitEnthusiast
asked in Workflows discussion
Managing backlog of work in both Front and ClickUp

Our organization is using ClickUp to manage work by creating a ticket for each task. In the case that we are using Front as the primary communication tool with clients, how do we ensure seamless transition between ClickUp tasks updates and collaboration comments in Front?

182
Joe Lopez
EA139
EA139Conversationalist
asked in Workflows discussion
Optimierung der Kundenkommunikation bei saisonalen Spitzen

Hallo Front-Community,wir erleben in unserem E-Commerce-Geschäft regelmäßig saisonale Spitzen, die zu einem massiven Anstieg an Kundenanfragen führen. Aktuell haben wir damit zu kämpfen, die Reaktionszeiten aufrechtzuerhalten, ohne die Qualität unserer Antworten zu beeinträchtigen.Wir nutzen Front, um alle unsere Kommunikationskanäle (E-Mail, Chat, Social Media) zu zentralisieren, was bereits hilfreich ist. Allerdings suchen wir nach spezifischen Workflows oder Automatisierungen, um diese Spitzen effizienter zu bewältigen.Hat jemand Erfahrungen mit ähnlichen Herausforderungen gemacht? Insbesondere interessieren wir uns für: * Regeln zur automatischen Priorisierung von Anfragen basierend auf Keywords oder Dringlichkeit. * Vorlagen oder Snippets zur schnellen Beantwortung häufig gestellter Fragen während der Spitzenzeiten. * Integrationen mit anderen Tools (z.B. Lagerverwaltungssysteme), um Echtzeitinformationen in unsere Antworten einzubeziehen. * Wie man die Team-Zusammenarbeit verbess

152
EA139
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. 

662
EA139
kevin_pursuit
kevin_pursuitEnthusiast
asked in Workflows discussion
How to merge inboxes?

I created 2 inboxes managed by 2 different teams. We are merging the teams, what is the best way to consolidate the inboxes moving forward while keeping the history separate?

81
christopher_nunag
cristian_rodriguez
cristian_rodriguezEnthusiast
posted in Workflows discussion
Using shifts

Hey folks,  I used the tool of shifts in Front for my team, and I wanted to share with all of you that this has been a great way to know who is working at which time and to define the worktime for the team so everyone who is available or outline can be responsible for the correct tasks. How to make this? Defining their shifts is essential because that will help us determine the correct OOO times for the team. I love it! I can see the fluency of the team's work in the analytics session.

141
sadie_mcdaniel
cristian_rodriguez
cristian_rodriguezEnthusiast
asked in Workflows discussion
Start using Front Rules

Hey team, I have learned about Front and the great tools we as a company have to make decisions most effortlessly as a team. What tips do you have to start using Front for a company? We already used Front and the essential tools, but not everything is organized correctly. So, what are the first steps you took to make Front the best thing for your company?  Thank you! 

101
sadie_mcdaniel
sean21
sean21Conversationalist
asked in Workflows discussion
Is there any scheduling assistant or automation to view common availability among team members?

One of many things I use Front for is to view my team members’ calendars to see when all parties are available to meet.  I am constantly scheduling in my line of work (consulting)… so I have to look at 3-4 peoples schedules within 1-2 weeks, find openings that we have in common, take note of those openings, then provide the client will all possible options.  Is there any scheduling assistant tool or integration that can help with this? To me this would be an amazing AI feature… not sure if that already exists as well.  I would love to select team members and get a “summary” of all of our availability so I can copy/paste that in an email to a client. Or even prompt AI to get this information for me using the Front calendars.  Does anybody have answers or ideas?  

1184
sean21
jason
jasonFronteer
posted in Workflows discussion
Idea: A/B Testing Chatbot paths

Given that fields like IP Address and Current Hour are available when building chatbot Dynamic Variables, you can utilize these to route visitors arbitrarily to one of a couple of paths. This example shows using the last part of a user’s IP address (a number from 0-255) to route the user through path A or B;Example of A/B testing chatbot pathsIf their IP ends in 128-255 - sent them through Path A, otherwise (0-127) it’s Path B - this gives us a ~50-50 split.Why do this?You might want to test a new iteration of a path and check it’s performance with a small group of visitors (maybe limit it to 10%) before rolling out the change more widely.

60
jason
gregkn
gregknFronteer
posted in Workflows discussion
Empowering IT Support: How Front's IT Team Uses Front to Deliver Exceptional Service

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 just 1 hour and 15 minutes, often wrapping things up in two replies or fewer. (Thanks to our shiny new resolution report for this insight!) We've built a robust tech ecosystem with Okta (identity provider), Okta Workflows (integration platform), BlueTally (asset management), an

1590
gregkn
aviera
avieraRookie
asked in Workflows discussion
Rule to automatically follow up when there has been no response to an update

I’m trying to set up a rule in Outlook that will automatically follow up on an archived email in a specific mailbox after 7 days, sending a reminder to respond. 

161
PhoebeatFront
aviera
avieraRookie
asked in Workflows discussion
Knowledge base

Hey everyone,I’m working on setting up a Knowledge Base for internal use, with the goal of providing reference documentation for a team that interacts with my department. The idea is to create a centralized resource where team members can easily find the information they need without constant back-and-forth.I’d love to hear your insights! Here’s what I’m considering for an effective setup:

1111
cat_apac
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Auto Response Assignments

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.

301
sadie_mcdaniel
hannah
hannahConversationalist
asked in Workflows discussion
Knowledge Base for FAQ's

Hello everyone, I am looking to use the Knowledge Base to answer our client’s non-technical FAQ’s s. This would increase our productivity by not having to ask a teammate the same questions repeatedly. Has anyone had experience with this? In a perfect world we would be able to set rules for auto response with these answers as well.  Looking forward to hearing everyone’s ideas and experiences with this.

441
sadie_mcdaniel
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?

64111
hannah
mcmamou
mcmamouRookie
asked in Workflows discussion
MAIL SENDING FAILURE

Hello, since this morning we have not been able to send our emails via front (we receive however),we have gmail addresses and others specific to our company, none of which work when sending.I checked Front Status nothing is declared,It worked perfectly until yesterday,anyone have an idea???

621
PhoebeatFront
emontoya
emontoyaConversationalist
asked in Workflows discussion
Combining Emails

We are currently utilizing two e-mail addresses for two workspaces.  These sometimes overlap.  I was wondering if anyone has had success in going from multiple e-mail addresses to just one and still be able to assign tickets automatically to the proper workspace?Did you utilize Rules to make this successful?

141
cat_apac
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Inquiry About GDS Integration with Front

Hi All,I’d like to learn more about how Front interacts with Global Distribution Systems (GDS) and how that relationship is structured. Specifically, does Front collect Passenger Name Records (PNRs), and does it offer a plugin or integration that allows PCCs to be connected, enabling ticket issuance from GDS bookings?Looking forward to your insights. 

181
cat_apac
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Approvals in Front

Hi All,As we explore Front’s capabilities, we wanted to check whether it includes an integrated approval workflow. In our organization, we currently use an approval process where one department submits a request for flight booking approval before an invoice is issued to a client. Does Front support a similar workflow?Looking forward to your insights.

161
andersen_front
albert_szybinski
albert_szybinskiConversationalist
posted in Workflows discussion
seting up rules with AND condition

Hello,I am trying to set some custom rules and I am missing AND condition. There is only OR condition available. I have seen Front demo videos that showed AND condition but it is not possible for my to change OR to AND. I have Growth plan but I don’t see any difference with Scale plan here https://front.com/pricing when looking at workflow rules.

333
andersen_front
arcmon888
arcmon888Enthusiast
asked in Workflows discussion
Escalation Proceduure

Hey guys im new here and i just wanted to know more about - How do you use custom fields in Front to create an escalation procedure for critical conversation? I would really appreciate if anyone can answer to this post thanks!Archie

561
annika_hanlon

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