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Workflows discussion

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

  • 165 Topics
  • 326 Replies
165 Topics
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

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D
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

1781
Sadie
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

270
bianca_stefan
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? 

2084
mary
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

1491
PhoebeatFront
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

1512
R
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.

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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?

921
cat_apac
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 ;)

591
Sadie
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. 

641
Javier - Developer Relations
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?

2714
Javier - Developer Relations
joshualindsey28
joshualindsey28Rookie
posted in Workflows discussion
Utilizing Front Tools for Colletive Team Collaboration in the Financial Services Industry

Hello everyone,I'm currently using Front as part of my workflow in an accounting firm, and I'm looking for some advice and inspiration. Our team consists of several accountants, administrative staff, and interns, and we seeking seamless methods to manage client communications, schedule appointments, and share important updates within our team.I've started utilizing Front's shared inbox feature to streamline client inquiries and ensure that no message goes unanswered. However, I'm curious about how other firms are maximizing their use of Front for internal communication and task management. Specifically, I'm interested in:Automated Workflows: Are there specific rules or automations you have created that have significantly improved your efficiency? Integration with Other Tools: We use a few different tools for client records, billing, and financial analysis. How have you integrated Front with other tools in your tech stack? Team Collaboration: Any tips on using Front's tagging, commentin

791
Luke
zrichardson
zrichardsonConversationalist
asked in Workflows discussion
"This conversation is assigned to...are you sure you want to archive" don't show again

Hi! Excited to be part of the Front community, as there’s a lot of things I love about the application.During the weekdays, we have one box the whole team uses and responds to, but a lot of the members don’t sign out, so conversations still get assigned to them.On the weekend, it’s just me and one other person taking turns managing the box, and it’s SOP to clear out 100+ emails at a time as they are “inquiries”- in other words, people asking to do a job for us, where hundreds of emails will come in, but then only one of them actually gets it, and it’s unnecessary to even respond to the others (they know that).I need to stay in open view so I see all conversations, even ones that are assigned, but when I try and close out a ton at a time, I keep getting this popup saying that the conversation is assigned to someone else, am I sure I want to close it out.I’m 100% sure that I need to close all these out every day, is there some kind of “don’t remind me”, “don’t bug me”, “don’t ask again”

1744
Luke
Dinesh
DineshRookie
posted in Workflows discussion
Managing inboxes

How do you effectively manage and prioritize incoming messages in FrontApp to ensure timely responses and maintain high-quality customer support apart from the typical SLA method?

401
Sadie
Dinesh
DineshRookie
posted in Workflows discussion
Using Front for Optimization

"In what ways can FrontApp users leverage advanced automation features, such as custom rules and API integrations, to orchestrate complex workflows and optimize team productivity across diverse communication channels?"

601
Sadie
kuldeep_41
kuldeep_41Conversationalist
posted in Workflows discussion
Custom emoji in tags

Dear Front Support Team,I hope this message finds you well. I am writing to report an issue I am experiencing with custom emoji not displaying correctly in tags within the Front app.Despite adding custom emoji to tags, they do not appear as expected when used in conversations or messages. This inconsistency is impacting our team's communication and would greatly appreciate your assistance in resolving this matter.Could you please investigate this issue and provide guidance on how we can ensure that custom emoji are displayed correctly in tags within Front?Thank you for your attention to this matter. I look forward to your prompt response and assistance.Best regards

2431
patrick_v
bthompson
bthompsonRookie
posted in Workflows discussion
email receipients

Is there a way to have Front recognize email addresses that are frequently used ?Also can they be tied to email addresses of people on that team?

661
andersen
CFMJay
CFMJayConversationalist
asked in Workflows discussion
Need help with a script for to save attachments

Hello everyone!I am looking for someone that can help me to add a script that will automate the download of attachments based upon tags assigned.  If this is something you could assist us with implementing, please reach out.  Thank you! Jay

772
CFMJay
vy.ngo
vy.ngoRookie
asked in Workflows discussion
New Contact Alert

a way to set a front rule or tag to recognize when a new email address that has never emailed us before emails us

1982
JohnW
marisa
marisaRookie
asked in Workflows discussion
Tag Reporting Rule

Hello community! I need help understanding how to best tag, surface ,and escalate the tags my customer success and sales team are using to then be able to automatically generate reports once a certain threshold of a tag has been met. For example, if we have 4 customers contact us with website issues, our team uses website_issues tag 4x a report should be sent to myself and other leaders to work closely with our IT team to resolve the issue in a timely manner. Is this a feature I may be missing? Any ideas? 

821
cat_apac
yannick
yannickRookie
asked in Workflows discussion
Outbound in custom channel

I create a zap for SMS imported into a custom channel.The SMS messages come from Sakari and I'm using Zapier to import this.But I can't respond in Front and my API endpoints for Outbound are empty.I don't know the values...

921
jason
kmcfeeley
kmcfeeleyRookie
asked in Workflows discussion
Including Shopify into workflow with Front and Quickbooks

I previously submitted a question about creating a workflow from Front to Quickbooks Online. I’d like to ask another workflow related question, this time including a third API from Shopify. At my workplace, we plan to replace email with Front...allowing customers to email, text, webchat, and submit orders through social media. It will open new communication channels and make our presence more Omnichannel. Our new workflow will have a “shopping cart” element by including Shopify and also including Quickbooks Online on the backend to track inventory and allow transactions to flow into our Quickbooks. Does anyone currently have a similar workflow? Does the Shopify API require any special rules? What can you offer in the way of tagging best practices with this potential workflow? Thanks in advance for your advice! 

1981
Javier - Developer Relations
kmcfeeley
kmcfeeleyRookie
asked in Workflows discussion
Connecting Front with Quickbooks

I have a question about my company workflow. I’d like to connect Front to my Quickbooks online to track orders coming in to my inventory and posting transactions. Often customers email me a Purchase Order with a dynamic link that can be routed to Quickbooks online for inventory purposes and to also send payment links back to the customer. Does anyone here have experience setting this workflow up? Any recommendations you can offer before I get started?

641
cat_apac
tmartin
tmartinRookie
posted in Workflows discussion
Create a smart rule for a custom URL Link tag based on a reference # in email subject line

This is the custom workflow I created using smart rules. I work for a 3rd Party Logistics Company and we have our own internal system for managing and updating shipments. I happened to notice that the URL for each shipment in our system was the exact same and only the shipment number listed in the URL is what changed. For each new incoming/outgoing email, the rule searches the subject line for reference number that starts with “s” followed by digits. If said number does exist, it will copy that number and paste it into the already existing text and complete the URL link that will direct you to that very same shipment page in our system. I hope this helps! 

2444
CF Jan
nate_camp
nate_campConversationalist
posted in Workflows discussion
New user making the switch from your old email to Front

Does anyone else find themselves feeling overwhelmed, intimated and/or just scared when making the switch from their old email to the Front system? I LOVE the features that Front offers users, but I’m an old school believer of “if it ain’t broke, don’t fix it” lol. With my daily work I utilize email and teams for all my communications so I kind of laugh at the thought of an email that combines the two when I can easily just continue using them to be productive during my work days. Again, this is probably just me being stubborn and the fact that I don't like change. Please feel free to share with me your thoughts and/or experiences so far during your switch. Any tips/tricks you’d suggest? (Other than taking advantage of the community forums/courses/training Front already offers users?)  

2254
SebastianD

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