Workflows discussion

Hallo Front-Community,wir erleben in unserem E-Commerce-Geschäft regelmäßig saisonale Spitzen, die zu einem massiven Anstieg an Kundenanfragen führen. Aktuell haben wir damit zu kämpfen, die Reaktionszeiten aufrechtzuerhalten, ohne die Qualität unserer Antworten zu beeinträchtigen.Wir nutzen Front, um alle unsere Kommunikationskanäle (E-Mail, Chat, Social Media) zu zentralisieren, was bereits hilfreich ist. Allerdings suchen wir nach spezifischen Workflows oder Automatisierungen, um diese Spitzen effizienter zu bewältigen.Hat jemand Erfahrungen mit ähnlichen Herausforderungen gemacht? Insbesondere interessieren wir uns für: * Regeln zur automatischen Priorisierung von Anfragen basierend auf Keywords oder Dringlichkeit. * Vorlagen oder Snippets zur schnellen Beantwortung häufig gestellter Fragen während der Spitzenzeiten. * Integrationen mit anderen Tools (z.B. Lagerverwaltungssysteme), um Echtzeitinformationen in unsere Antworten einzubezieh

I created 2 inboxes managed by 2 different teams. We are merging the teams, what is the best way to consolidate the inboxes moving forward while keeping the history separate?

Hey folks,  I used the tool of shifts in Front for my team, and I wanted to share with all of you that this has been a great way to know who is working at which time and to define the worktime for the team so everyone who is available or outline can be responsible for the correct tasks. How to make this? Defining their shifts is essential because that will help us determine the correct OOO times for the team. I love it! I can see the fluency of the team's work in the analytics session.

Hey team, I have learned about Front and the great tools we as a company have to make decisions most effortlessly as a team. What tips do you have to start using Front for a company? We already used Front and the essential tools, but not everything is organized correctly. So, what are the first steps you took to make Front the best thing for your company?  Thank you! 

One of many things I use Front for is to view my team members’ calendars to see when all parties are available to meet.  I am constantly scheduling in my line of work (consulting)… so I have to look at 3-4 peoples schedules within 1-2 weeks, find openings that we have in common, take note of those openings, then provide the client will all possible options.  Is there any scheduling assistant tool or integration that can help with this? To me this would be an amazing AI feature… not sure if that already exists as well.  I would love to select team members and get a “summary” of all of our availability so I can copy/paste that in an email to a client. Or even prompt AI to get this information for me using the Front calendars.  Does anybody have answers or ideas?  

Given that fields like IP Address and Current Hour are available when building chatbot Dynamic Variables, you can utilize these to route visitors arbitrarily to one of a couple of paths. This example shows using the last part of a user’s IP address (a number from 0-255) to route the user through path A or B;Example of A/B testing chatbot pathsIf their IP ends in 128-255 - sent them through Path A, otherwise (0-127) it’s Path B - this gives us a ~50-50 split.Why do this?You might want to test a new iteration of a path and check it’s performance with a small group of visitors (maybe limit it to 10%) before rolling out the change more widely.

Hello Front Community! 👋 I'm Greg, Front's Director of Corporate IT & Enterprise Security, and I'm thrilled to share how our team is leveraging Front to revolutionize our internal IT support. It's been a while since my last update, and with all the exciting product enhancements over the last year, I couldn't wait to give you a fresh perspective on our journey.Some of these features that I am going to talk about are in beta, so contact your Front account team or our Support team should you have any questions or want to try them out yourself! Quick Snapshot of Our IT LandscapeOur mighty team of five handled an average of 120 tickets per month in 2024. We're proud to report an average ticket resolution time of

I’m trying to set up a rule in Outlook that will automatically follow up on an archived email in a specific mailbox after 7 days, sending a reminder to respond. 

Hey everyone,I’m working on setting up a Knowledge Base for internal use, with the goal of providing reference documentation for a team that interacts with my department. The idea is to create a centralized resource where team members can easily find the information they need without constant back-and-forth.I’d love to hear your insights! Here’s what I’m considering for an effective setup:

Hello everyone, I am looking to use the Knowledge Base to answer our client’s non-technical FAQ’s s. This would increase our productivity by not having to ask a teammate the same questions repeatedly. Has anyone had experience with this? In a perfect world we would be able to set rules for auto response with these answers as well.  Looking forward to hearing everyone’s ideas and experiences with this.

Hello, since this morning we have not been able to send our emails via front (we receive however),we have gmail addresses and others specific to our company, none of which work when sending.I checked Front Status nothing is declared,It worked perfectly until yesterday,anyone have an idea???

We are currently utilizing two e-mail addresses for two workspaces.  These sometimes overlap.  I was wondering if anyone has had success in going from multiple e-mail addresses to just one and still be able to assign tickets automatically to the proper workspace?Did you utilize Rules to make this successful?

Hi All,I’d like to learn more about how Front interacts with Global Distribution Systems (GDS) and how that relationship is structured. Specifically, does Front collect Passenger Name Records (PNRs), and does it offer a plugin or integration that allows PCCs to be connected, enabling ticket issuance from GDS bookings?Looking forward to your insights. 

Hello,I am trying to set some custom rules and I am missing AND condition. There is only OR condition available. I have seen Front demo videos that showed AND condition but it is not possible for my to change OR to AND. I have Growth plan but I don’t see any difference with Scale plan here https://front.com/pricing when looking at workflow rules.

Hey guys im new here and i just wanted to know more about - How do you use custom fields in Front to create an escalation procedure for critical conversation? I would really appreciate if anyone can answer to this post thanks!Archie

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)?

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!

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

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?

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

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?

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. 

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

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?

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?