How do you balance automation vs human touch in Front?

Question

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!

cat_apac · Answer

Hi there! Cat here from the Front support team 🌻 This is a great question and I’m sure other teams have a lot to say on this, but I wanted to share some thoughts from our team as well.

Our team have a bunch of rules set up to help with both categorisation and also routing - making sure that the correct conversations get moved to the right team. These are based on keywords in the messages, but also stored information about the contact / account.

We have also been building macros to help standardise some of our workflows and get things moving where possible - some examples include “Move to [inbox]” type actions where we make sure specific information is logged before the move completes.

A new automation we’ve introduced recently is to use Topics and Autopilot to reply on particular types of questions, but with our team keeping an eye on replies and stepping in where necessary.

Can’t wait to hear more about what other teams are doing!

Cheers,
Cat

Sign up

Use your Front credentials

Login to the community

Use your Front credentials

Scanning file for viruses.

This file cannot be downloaded