Workflows discussion

Hey all, Patrick from Front’s Support team here! I wanted to share a video demonstrating a workflow that our support team leverages to optimize and semi-automate customer interactions using some of our Front AI features:Topics: Automatically detect and label the topic of the customer inquiry, ensuring that each message is categorized and prioritized accurately. Copilot suggested replies: Suggests a complete reply that not only provides the full answer but also includes links to relevant help documentation, making responses both thorough and resourceful. AI Compose: Adjusts the tone of the email to match the desired style, ensuring a more personalized and empathetic interaction.This AI-powered workflow significantly reduces the time our support team spends on answering common questions, allowing us to dedicate more time to complex inquiries. The best part is customers get faster responses from us all around, leading to higher CSAT. Check it out: Let me know if you have questions or want

Hi everyone,We recently rolled out Front to manage our customer support inbox, and it’s been great for collaboration — especially with assignments and shared drafts. However, one thing we’re still figuring out is how to balance teamwide visibility with clear accountability.For example, if multiple teammates jump into a thread to help, sometimes the “owner” of the conversation gets blurred. On the other hand, if we stick strictly to assignments, we lose some of the fluid teamwork that makes Front powerful.I’m curious: How do you structure ownership rules for conversations? Do you let teammates “jump in” freely, or do you enforce strict ownership until a conversation is resolved? Are there any workflows (tags, rules, or analytics dashboards) you’ve set up in Front to help track individual accountability while still encouraging collaboration? Would love to hear how other teams have struck this balance!—Do you want me to also draft a reply post that you can use to comment on someone el

We’re an e-commerce business and use Front for communication with high value clients looking to order multiples and other operational concerns (not general customer service).  The problem:-My main problem deals with my high value clients. When we need to reference their specific order requests, delivery dates, or other specifics, we have to scroll back up in the thread and as we approach our busy season, this is very inefficient. Once the order is placed, we would track this information in Shopify or Google Sheets, which we use for invoicing on our more complicated orders. I typically drop a link to the relevant invoice/Google sheet as a Front comment, but this still involves a lot of scrolling as these email chains get very lengthy. We don’t currently use a CRM. We’re a small business and just never had the man power to leverage one enough to merit the cost. We are open to one, but I am hoping for a low cost solution.  The ideal solution I envision:-The absolute most ideal solution wo

Our CS org is about to transfer to Zoom phone, and it’s my understanding the Front <> Zoom integration focuses on video conferencing/scheduling vs. the phone app. Have any teams using both platforms come across recommendations on how to leverage the two systems together?

We’d like to migrate some existing rules to ‘Company rules’ and have two questions: Can an existing rule be converted to a Company rule without recreating it from scratch? Many Front users currently have “Company rules affect this inbox” turned off. Is there a way to enable this for all users at once, or must it be toggled manually for each user?

How do I change the default of send as resolved, to send as open?

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?

Hi, Might seem like an odd question but is there a faster way to get to the bottom of one’s contact list? Can you pick a letter and jump down the list? Seems like something is missing in contacts as the only method other than searching is to scroll.Harry

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? 

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

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? 

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

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,

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

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)

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.

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. 

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? 

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!

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

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?

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.

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

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.