Skip to main content

Workflows discussion

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

  • 106 Topics
  • 228 Replies
106 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.

1340
helena
1 year ago
Zmudel
ZmudelConversationalist
posted in Workflows discussion
Custom gamechanger rules in customer care?

Hey everyone!I'm curious: What's your game-changing rule that you've implemented yourself, which genuinely adds value to your day-to-day operations? How did you come up with it, what problems does it solve, how does it support your mission, and what's the real impact of this rule?I'm asking because I believe sharing such best practices can help us all improve our workflows and achieve our goals more effectively. So, let's share experiences and learn from each other!Looking forward to hearing your insights and stories.

783
helena
2 days ago
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? 

3537
oclark
3 days ago
jacob
jacobConversationalist
asked in Workflows discussion
Tags Tab views - Unassigned/Assigned vs Open

Hello Community, I wondering if there is a way to get tag filters to show tabs like the shared inbox does? See attached images for reference.Shared inbox Tag selected from sidebar to filter email in shared inbox Thanks

161
cat_apac
15 days ago
Diane
DianeRookie
asked in Workflows discussion
Forwarding an email to support in zendesk via a macro is suspending the email

I am running into an issue setting up my 1st macro where the forwarded email I'm trying to automatically push via a macro step to our support team (currently in Zendesk ticketing system) is not getting received by Support. Upon further investigation it appears that the email in Zendesk is held in suspension due to “Automated response email” and Zendesk doesn’t appear to allow any solution around this. Can you advise on any workarounds? I thought about creating a message reply template where it cc’s our support team however I realized a message template does not provide any option to add in a cc address.  

211
naomi_oneal_nunnally
1 month ago
MarrielleF
MarrielleFRookie
asked in Workflows discussion
Is there a way to view the threads that you've assigned to another team member?

Hello! I’d like to know if there is a way to view the threads that we’ve assigned to another team member? I’m asking this because I also want to keep track of the threads that I’ve assigned to another team member and follow up with them in case they are not responsive, may have forgotten to respond, or if they’ve accidentally archived the thread. I’ve had experiences where I’ve assigned a thread to a team member but they don’t always get back or respond right away, and I would end up forgetting about it. It’d be great to know where we can view these threads in one list just so there is at least one person to keep an eye on the thread in case the one assigned is busy. Thanks for the help!

681
cat_apac
1 month ago
yitz
yitzRookie
asked in Workflows discussion
Add future date to an email template

Hi,I’m currently trying to build a set of templates for my team to use. One of the templates asks for a response by a date 3 days in the future. I’m currently struggling to find a way for that date to auto populate when the template is loaded up. Is this something that is possible, either through Front itself, or by pulling from another source, such as Excel.Many thanks

221
PhoebeatFront
1 month ago
bcc
bccConversationalist
asked in Workflows discussion
Integrating Dynamic Objects with Monday Boards?

Hi everyone,I’m currently working on improving our workflow by integrating Front with Monday, and I’m curious about the possibility of using dynamic objects to pull in specific information directly from our Monday boards.Here’s what I’m hoping to do:Automatically retrieve data (like project statuses, task updates, client info) from a Monday board and display it in a front conversation using dynamic objects. Use that information to trigger automations or set custom fields in Front based on board updates.Has anyone successfully integrated monday in this way? Are there best practices or specific API setups that I should consider to make this process seamless? Any advice or suggestions would be greatly appreciated!

302
Javier - Developer Relations
1 month ago
bcc
bccConversationalist
asked in Workflows discussion
Automating Email Information to Google Docs in a Specific Format?

Hey everyone,We frequently receive information via emails in Front (e.g., client details), and we’re looking for a way to automatically extract that information and input it into a designated Google Doc.Specifically, we’d like the information to:Be pulled from the email as it arrives in our inbox. Be placed into a specific location in a Google Doc template.Has anyone set up a workflow to achieve this, possibly using integrations or automations in Front? We’re looking for the most efficient way to keep this process smooth and consistent. Any advice or suggestions on tools or methods would be greatly appreciated!Thanks in advance for your insights - Hope this makes sense! 

231
Andy
1 month ago
jeremyb
jeremybConversationalist
posted in Workflows discussion
Zapier with Front Use Cases

We currently have Front integrated with Zapier and have one zap running, which essentially converts a google form into a conversation in Front. That allows us to automate the form even further by allowing us to use rules once the conversation is created.  I was wondering if there are other use cases with Zapier that we could take advantage of. All ideas are welcome. Thanks in advance!

131
jason
1 month ago
L
lifanConversationalist
asked in Workflows discussion
Hire an Front expert to setup our customer support

Hello! I'm seeking someone experienced with setting up Front for customer support. If you have expertise in configuring Front for efficient customer service operations, please reach out. We're eager to streamline our support processes and would appreciate your help. Thanks!

761
helena
2 months ago
chaseleone
chaseleoneConversationalist
posted in Workflows discussion
Consolidating Channels

Recently our team has been working to consolidate our various communication channels (Whatsapp, Text, Email, etc.) and using Front to consolidate channels into a single source has helped our Support Team increase efficiency AND decreased the time it takes to respond to internal users and external customers!

121
helena
2 months ago
mspfs
mspfsRookie
asked in Workflows discussion
Viewing Front tags in HubSpot contact

I’d like to be able to view tags that are applied in Front <> to be visible in HubSpot when viewing a contact and vice versa: if a tag is applied to a contact in HubSpot we’d like to see this in Front (e.g. customer segment). For now, I’ve been able to create custom contact properties in Hubspot and we can now label accordingly there (e.g. apply multiple feature request labels to the same contact), however despite choosing the multi-select checkbox this doesn’t translate to Front: Front only seems able to offer the options as a single select dropdown list so we can't apply multiple Hubspot tags via Front. What would be the best way to view the tags in both Front <> HubSpot? Thanks!

241
cat_apac
2 months ago
Amélie
AmélieConversationalist
asked in Workflows discussion
Tag set ups, tips and tricks

Hi Front experts!I am onboarding my teams in Front, and I would like to know more about your experiences with Tag. Do you have different tags coming up in one conversation? if so, what does your SLA Dasbhoards look like? What would be your recommendation on tags management and the most effective way? My team has asked me to set up many tags, and I am not sure yet if we will all use them… Any insights from your experience? ThanksAmélie

451
D
2 months ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Front-end data analysis.

Hello, esteemed Front community,In my desire to monitor my own performance, I wanted to understand how to interpret the data obtained through Front analysis, what it relates to in my case, and how to improve processes to have a clear vision of my activity.How can we balance workload and response times within the team to ensure both operational efficiency and customer satisfaction, considering individual differences in handling and response times of team members?Interpretation of DataMessages sent: 30 Average reply time: 59m 20s Average first reply time: 1h 14m Average handle time: 6m 17s Archived conversations: 45Methodology of Calculation and Definition of Indicators Messages sent: Definition: The total number of messages sent by Agent A in the specified period. Calculation: All messages sent by Agent A within the specified time frame (July 16-22, 2024) are summed up. Reply time: Definition: The average time it takes for Agent A to respond to received messages. Calculation: (Total

621
sadie_mcdaniel
3 months ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Utilizing Chatbots for Customer Responses and Order Processing

Hello Front Community,In an effort to streamline our customer service processes and enhance efficiency, we've been exploring the use of chatbots to handle customer inquiries and process orders. Here's an overview of our approach and some insights into how we monitor customer satisfaction using Service Level Agreements (SLAs).Utilizing Chatbots for Customer Responses and Order ProcessingChatbots for Customer InquiriesWe have implemented chatbots to manage routine customer inquiries. These chatbots are programmed to provide instant responses to common questions, freeing up our human agents to handle more complex issues. This not only reduces response times but also ensures that customers receive prompt assistance at any time.Automated Order FormsOne of the key functionalities we've developed is the use of chatbots to process customer orders. When a customer sends an email with an order, our chatbot extracts essential information such as:Order details Weight of the goods Origin and destin

130
bianca_stefan
3 months ago
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?

4997
razvan_anghelescu
3 months ago
jessejin
jessejinConversationalist
posted in Workflows discussion
Slack Front Utilization

Hey Folks, What is the best way to utilize front when also using a ticketing system with slack? How do you utilize slack to integrate with Front? 

1494
mary
3 months ago
vyanko
vyankoRookie
posted in Workflows discussion
Make the SLA rule work only after adding specific tag manually

Is there is any way to force this rule to work after the priority tag was added to the conversation manually?What we trying to do:P1 - SLA is hourly updatesSLA Warning - Add "SLA Warning" tag after 45 minutes after the conversation arrives and notify indicated users that the SLA deadline is approaching SLA Breach - After 1 hour remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breachedP2 - SLA is daily updatesSLA Warning - Add "SLA Warning" tag after 23 hours after the conversation arrives and notify indicated users that the SLA deadline is approaching SLA Breach - After 24 hours remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breachedP3 - SLA is weekly updatesSLA Warning - Add "SLA Warning" tag after 144 hours after the conversation arrives and notify indicated users that the SLA deadline is approaching SLA Breach - After 168 hours remove the "SLA Warning" tag, add the "SLA Breach" tag and noti

321
PhoebeatFront
4 months ago
joshualindsey28
joshualindsey28Rookie
posted in Workflows discussion
Seeking Best Practices and Advice for Using Front's Analytics to Optimize Team Efficiency

Hi everyone,I’m reaching out to gather some ideas and best practices on how to effectively use Front's analytics features to optimize team efficiency in our accounting firm. We’ve started leveraging Front's analytics to improve our operations, but I’m sure there are many more ways to enhance our use of these tools.Here are a few areas where we’ve found Front's analytics helpful, and where I’m seeking your advice:Tracking Response Times: We’ve been monitoring our response times and setting benchmarks (e.g., responding to all client emails within 24 hours). This has helped us improve client satisfaction, but I’d love to hear how others are using response time data effectively. Workload Distribution: Analyzing the distribution of messages across our team has helped us balance workloads and identify peak times. What strategies do you use to ensure an even workload distribution? Identifying Bottlenecks: We’ve been able to pinpoint delays in our communication process by examining message han

882
R
4 months ago
vyanko
vyankoRookie
posted in Workflows discussion
Automatically linking the conversations by key words in subject

Looking for all possible methods of linking the conversations if we need to link the conversations if only one word in the subjects matches.Example:Conversation#1Subject: Load Number <T001945718> of Customer <Test customer1> booked with DNU Carrier <Test carrier2>Conversation#2 (arrived after Conversation#1)Subject: Load Number <T001945718> of Customer <Customer test2> booked with DNU Carrier <Carrier test2>The load number matched on both conversations and it is a unique number.So when Conversation#2 is arrived we need Front to recognize that we have other conversations in the same inbox with the same Load Number and link these conversations.At this time we are not able to use the Dynamic Objects that can link to externally-stored information.

591
D
4 months ago
jessietsuei
jessietsueiConversationalist
posted in Workflows discussion
Multiple copies of the same email assigned to multiple recipients in a shared inbox

Our current workflow has been designed so that emails are routed to a shared inbox based on custom account fields and then assigned back to the inbox owner. We often have email chains that have multiple recipients.Example below:3x users that are recipients + 2x users that are cc’d = Up to 5 copies of the email in the shared inboxThis has caused issues with merging and email assignment which has led to:- People missing emails because they have been archived - Multiple internal threads across the different copies- Half of the copies auto-merging and the others remaining seperateAnother thing to note is that email ‘assignee’ often changes as different people will respond within the same chain.What workflow automations / changes could work to solve this?

561
cat_apac
4 months ago
jdekruijf
jdekruijfConversationalist
asked in Workflows discussion
Custom fields use for multiple inputs

We're planning to use order number as a dynamic object. A few of the things we would like to see in that dynamic object are the product name, price, quantity. However, sometimes somebody orders 1 product and other times 2, 3, 4 or 7 products (with each having it's own name, price, qty etc.) Does that mean we’d have to make X amount of product name, product price, product quantity fields just in case someone orders more or is there a better to accomodate this?Another possible solution I was thinking about, which doesn't sound ideal either, is to make 1 field for each option and if there are more product names, prices, qty in the order to place them in the same field in Front. This will get very cramped but that should at least make it so that we can see everything, correct?Wondering if anyone has faced this issue before and if they were able to fix it. Hope to hear from you ;)

451
sadie_mcdaniel
5 months ago
tchristler
tchristlerConversationalist
asked in Workflows discussion
Knowledge base Ranking

Does anyone have suggestions or a workaround for users rating a knowledge base article (a simple 😀 or 😩) or something similar? We want to ensure that our users are finding value in the articles they are using. 

481
Javier - Developer Relations
5 months ago
L
Lisa FRookie
asked in Workflows discussion
How can we append messages to all signatures in organization

What is the best way to append a message to the end of all company signatures without updating each one manually?

2264
Javier - Developer Relations
5 months ago

Badge winners

Show all badges
Terms & ConditionsCookie settings