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Workflows discussion

Workflows discussion

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

125 Topics
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125 Topics

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Newest first

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.

1420

1 year ago

ienRookie

asked in Workflows discussion

Any way to order threads arbitrarily for a todo-style shared work queue?

With Front folders, you can sort by date and reply status. I wish there was a way to re-order threads arbitrarily, similar to cards in a Trello list, so that we could have a shard todo-list style work queue.Anyone have ideas on how to do something like this, whether within Front or through an integration (e.g. with Trello or Slack)?

12 hours ago

ErvinRookie

asked in Workflows discussion

Create a client list with soem data that have to be estracted by the incomming emails

HiI am new in front and was wondering if it is possible to extract data from the incoming email and then create a list of the clients with some custom fields. for example:Client Name Email Phone Tour Date Tour Language Booking Platform Special Notes Custom FieldsJohn Doe john.doe@example.com +123456789 2025-02-01 English GetYourGuide Dietary restrictions: Vegan Voucher Code: GYG12345. Thank you

16 hours ago

matt_wojciakRookie

asked in Workflows discussion

Routing specific individual inbox emails to shared when someone is out of office?

Hey All,Sometimes a client mistakenly sends an email to an employees personal inbox, which is fine until they need a response and the employee is OOO. How would you go about setting up a personal/workspace rule to ensure this gets routed and handled in a timely manner? I have considered: Time based rule - if X hours has passed then move/assign to different inbox Automatically route the emails from that domain back into the shared inbox However, has anyone set up a rule where if an individual is OOO or busy the rule can re-route the email to the shared inbox?TIA!

131

1 day ago

amonesmithConversationalist

asked in Workflows discussion

Link vs tagging people

Hello-I am very new to Front. It seems my company tags people to keep emails all in one place. Is there a reason that linking them would be a better way? Or does tagging do the same thing. Thanks

8 days ago

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?

4389

9 days ago

cole_madrayConversationalist

asked in Workflows discussion

Making Notifications More Prominent

Hey folks,Our CS and TS teams work primarily through our CRM software (sonar) to respond to tickets via phone calls, but we do assign out messages through front was well. However, because our team mainly “lives” in our CRM software, sometimes front assignments get overlooked. I wanted to see if anyone had any bright ideas on best practices for notification rules or ways to make notifications more prominent/ increase the likelihood a team member is aware they have messages to respond to?

444

14 days ago

alex_soriaConversationalist

asked in Workflows discussion

Help with Routing Setup for Intercom Integration in Front

Hello everyone, and Happy New Year! 🎉As a new Front user, I have a question about replicating existing routing from our Intercom widget when integrating Intercom with Front.In our business, we have different profiles using the web-app chat, and depending on the profile, chats are routed to specific inboxes (e.g., chats from Profile A go to Inbox A, and chats from Profile B go to Inbox B).When connecting Intercom to Front, I haven’t been able to find a way to replicate this routing setup.Does anyone have tips or guidance on how to set up routing rules to achieve this?Thank you in advance for your help!Best,Alex

192

14 days ago

idoRookie

asked in Workflows discussion

change default send settings

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

151

18 days ago

sheona_mcqueRookie

asked in Workflows discussion

Printing

Hello,Is there any way to create an automation on emails, to say if it has been printed by a user? Our emails are our orders and it’s important these don’t get duplicated. If when a user clicks print, it would be great if this could be noted on the ticket?

271

21 days ago

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?

56410

26 days ago

daveRookie

asked in Workflows discussion

SLA rules not applying to tickets that come in after business hours

I have set my company SLAs for 4 hours and a warning at 3 hours. The team operates from 9 am to 740pm EST. When tickets come in outside this window, no SLA rules apply to them. When I read articles, it says that if a ticket comes in, say, 1 hour before the end of business hours, then the next day, you will have 3 hours to answer before the breach, but this is not working for me. Any insight is appreciated.

591

1 month ago

aniko_lorinczConversationalist

asked in Workflows discussion

Move email to a shared inbox with Comments

Hi All,I am curious to know how you handle emails that needs to be moved into a shared inbox with lengthy comments? Is there a maximum number of letters capacity? Is moving emails with comments the best practice when handing over partially actioned emails to another team? Or @mention works better?Thank you

921

1 month ago

harryConversationalist

asked in Workflows discussion

Group Contact

Is it possible to create a group email contact (several email addresses in one group) which you can then send an email out with? What I’m trying to achieve is a team list of contacts that I could enter the group name in a new email instead of each individual person. Same process with adding a comment under an email could one use a group contact?

294

1 month ago

laceylanzoConversationalist

asked in Workflows discussion

Utilizing Teammate Groups to cover OOO

We currently have teams of 4 users assigned to each of our clients. The problem is that, when someone is out, we have to assign ALL the access in our softwares to a separate/new team member for a short period of time. This takes a lot of time to add them individually to all the shared inboxes they need.It seems like Groups could help us assign access to all the inboxes faster. Could I create some kind of team group, then just add the TEMP team member to the team group? That way I do not need to add them to ALL the shared inboxes individually?

241

1 month ago

daniela_hConversationalist

asked in Workflows discussion

Rules & Workflows

Hello Everyone, Automation is the key word in my company. With the rules and workflows in Front, it helps agents work more efficiently, but I’m convinced we can do more with these automations. We still have so many emails in the general inbox to process manually. How can we reduce this? Additionally, we’ve set up rules with tags, but they’re not always followed. Do you know why ?

312

1 month ago

bogdan_badescu

asked in Workflows discussion

Automatically adding routing rules on client demand

Hi folks! I'm looking for a solution for automatically adding routing rules on demand. As an example, lets say rob@work.com sent an email to Operations Support requesting he recieves all emails from alex@work.com. Usually this task would belong to me and take a considerable amount of my time that I could be using on other requests. I was thinking that a rule could take care of that by checking the emails from a specific inbox dedicated to this task for the author's email address, the email address he wants to be bcc'ed in and the confirmation of intent from keywords like "reroute" , "bcc" etc. , after that sending me or the team a simple approval request for the rule creation so I can check out the rule and request for human validation or make modifications to the rule based on the requesters needs, thus streamlining the workflow. Do you know if this is possible at all or even a good idea? I do have some concerns about the privacy aspect but I'm thinking those should be resolved

181

1 month ago

bogdan_badescu

asked in Workflows discussion

Migration from Google Services to MS 365

Hi everyone! We are looking to migrate from Google Services to Microsoft 365. What would be some tips for a smooth migration so our workflow doesn't get interupted? Is it something that can be resolved in Front or will it be a task for the IT team?Thank you in advance for your knowledge!

191

1 month ago

vincentConversationalist

posted in Workflows discussion

maintain assignee when a conversation is moved

Hello, It would be cool to keep the assignee when moving a conversation from one shared inbox to another shared inbox (or add this option in the rules options).(I got an answer from Front Support Team and they confirmed that this is not possible yet) Vincent

181

1 month ago

lifanConversationalist

asked in Workflows discussion

help for setting chatbot work flow

Is it possible to set up the chatbot with the following workflow?After 5-10 minutes of no response from the user following our last reply, the chatbot sends a follow-up question: “Do you have any further questions?” If the user does not respond to the follow-up question: Automatically send a survey to gather feedback from Front. If the user responds to the follow-up question: Continue the conversation without sending the survey at that time.

1072

1 month ago

grodwRookie

asked in Workflows discussion

Front - better notifications

I wanted to share with you a certain automation we have done locally and also ask you if perhaps I am overengineering it and there is a better way to proceed.What I don’t like about Front (and it is literally the only thing I genuinely consider inferior) is its notifications - for me the popup shows for too short and is sometimes hardly noticeable.So what we did is we implemented an automation, that runs every 2 minutes checking recent Front comments and searches for “@-mentions” in them. Whenever it spots one, we connect to Webex via its own API and send a notification to a user corresponding to the Front user, letting him or her know that there is a message waiting. It works much, much better and I love that solution.Now, perhaps there is something similar already in Front that I missed? I was looking for IFTTT integration, but failed to find it, so built our own ;)

361

1 month ago

grodwRookie

asked in Workflows discussion

Follow-the-sun and calculations

Hi Folks,A question regarding your best practices - our team follows the follow-the-sun principle, meaning that we have members in most time zones and the conversation is passed from one to the other. Now, as we all know things such as SLAs or resolution times are calculated within business hours only. So do you know how Front calculates that given the principle I mentioned earlier? At the same time, I wanted to use shifts to understand who is available at the given moment. Finally, how do you handle holidays? Do you know of a way to exclude certain day from business days for given group of users? Tried using the Calendar feature, but couldn’t figure it out…Thanks!

421

1 month ago

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.

974

1 month ago

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

1471

2 months ago

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.

301

3 months ago

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