Workflows discussion

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! 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”? 

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?

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?

Is there a way to print preview documents when printing in Front? Every time I try to print a document it shows “This app doesn’t support print preview”. 

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 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

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

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 envisio

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, 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 frict

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)