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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.

  • 148 Topics
  • 288 Replies
148 Topics
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

1892
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?

731
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...

641
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!

1941
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?

571
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!

2374
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?)

1894
SebastianD
K
Kate23Conversationalist
asked in Workflows discussion
Birthday greetings automation

Hi community, We have an idea of greeting our customers on a birthday by email. Does anyone know whether it is possible to automate this process via Front and how? Thanks for any help.

935
Javier - Developer Relations
Hannah H
Hannah HEnthusiast
asked in Workflows discussion
Company Rules Clean-up

Hey everyone, I'm currently exploring the best way to efficiently route emails from our main company channels to region-based workspaces and could use some insights and suggestions from the community. Here's the context: We utilize the email address sales@ourcompany.com as our main point of contact, which gathers web forms from our website. These web forms include a field indicating the country/region of the customer. Currently, we have a company rule in place that assigns certain countries to specific team members. However, we're looking to revamp this process to enhance efficiency and streamline operations. Ideally, we envision a solution where emails are first routed to a designated workspace based on the region indicated. From there, the workspace would apply specific rules tailored to that region, such as assigning quote requests to the appropriate Sales Development Representative (SDR). If anyone has experience or suggestions on how to set up such a workflow within Front, I'd lov

511
Luke
K
Kate23Conversationalist
asked in Workflows discussion
Using notes data in rules

Hi community, In some cases, we use notes to save additional information about the clients. I am wondering whether it's possible to use notes data in rules using built-in Front rules or probably via Zapier?

1026
JohnW
double.bot
double.botConversationalist
asked in Workflows discussion
Setting up automatic follow ups

I am trying to setup automatic follow ups for when we reply to a support email from a customer, and we don’t hear back from them in 48 and 96 hours. I have the follow rule set for the 48 hour part below. For some reason, this isn’t working / it doesn’t send any emails. Has anyone been able to setup a similar workflow? Trying to figure out what I’m doing wrong.

2321
Luke
double.bot
double.botConversationalist
asked in Workflows discussion
Sending an automatic welcome email

Is it possible to create a workflow to automatically send welcome emails to new contacts or contacts with a certain tag?

594
double.bot
Hannah H
Hannah HEnthusiast
posted in Workflows discussion
Website Form Routing Rules

Hey everyone, I hope you're all doing well! I'd like to kick off a discussion on a topic that's been on my mind lately: managing rules and tags for inboxes that primarily receive website form submissions. Here's a bit of context: At our company, we route numerous website forms to an email address that serves as our primary channel in Front. Each of these forms has its own structure and includes a separate field for custom messages. To streamline our workflow, we've implemented rules based on tag-words to categorize and route these submissions effectively. However, we've encountered a significant challenge: the potential for misinterpretation. For example, a tag-word like "US" intended to assign a submission to our America Sales Team could inadvertently be applied to a form where someone simply wrote "help us" in the custom message field. I'm eager to hear from fellow community members who may be dealing with a similar setup. How are you managing rules and tags to ensure accuracy and pr

801
andersen
double.bot
double.botConversationalist
asked in Workflows discussion
Removing the footer for Google Groups

I am trying to remove the footer that Google adds automatically when forwarding emails to an external address in a Google Group. I already followed this article, which helped quite a bit but instead of removing the footer altogether, it just added a smaller one: “To unsubscribe from this group and stop receiving emails from it, send an email to help+unsubscribe@xyz.com” Has anyone found a solution for this? I’ve ticked off both the standard Groups footer and the custom footer.

6283
double.bot
double.bot
double.botConversationalist
asked in Workflows discussion
Looking to sync Stripe with Front

Would like to tag contacts in Front based on whether they are paying users or not (based on Stripe data, where we keep our subscriptions). I was surprised to see there is no Stripe app in the AppStore, has anyone built a similar workflow?

802
cat_apac
richard
richardConversationalist
asked in Workflows discussion
Multiple Emails & Round Robin

Is there a method to link multiple incoming emails through the subject line so they are assigned to the same person (when using “round robin”)? Eg. in our workflow, we receive alerts/incoming emails for each step of a booking process. So that could be:1. Partial lead2. Quote completed3. Booking made4. Contract signed5. Payment received Etc etc. Using the round robin method, it would break up each of the 5 workflows and assign them to different agents. Whilst the subject is different, the one constant is the lead number within the subject line. How would we set a rule for this if the lead number is dynamic and we don’t know it ahead of time?

1694
richard
c_kelly
c_kellyConversationalist
asked in Workflows discussion
Editing the Satisfaction Survey

Hi all - maybe I am just still to new to Front, but I cannot figure out how to personalize the satisfaction survey in the signature. I have already referenced the “Front's CSAT feature” help link but it only mentions that you can, not how to do it. We are deciding between adding our own questions or linking our own survey. Currently the resource we use for survey’s now does not work internationally at times. Any guidance is much appreciated!

2015
andersen
juliartam
juliartamConversationalist
asked in Workflows discussion
Rule Set Use Cases

Hi all! I am curious if anyone has any examples of how you used rule sets to make your rule library more efficient/manageable. i.e. replacing multiple rules with one rule which leverages rule sets. I am curious if and how folks are leveraging this functionality to improve workflow management and overall processes. Thank you!

1071
jessye
kerstin
kerstinConversationalist
asked in Workflows discussion
Require tag rule for large groups of tags

One of the rule features that I love is requiring a tag before an email can be moved or archived. However, I’m struggling with how to utilize this with a large number of tags. Our company works with hundreds of schools, and routing emails to teams is partially based on the school that the email is regarding. We have rules set up to automatically tag emails with the relevant school tag, however there are times when an email needs to be manually tagged. Since school tags are required to ensure messages are routed to the correct team, I want to set up a rule to require the school tag be added on an email before it can be moved. However, listing all of our 1,000+ school tags in the rule is not practical, and it’s difficult for team members to pick from when the list is that long. We do have additional subsets of these tags based on where the school is located (ex. Canada, UK, etc) that are added automatically when one of the school tags is added. I had initially looked at using these tags

1183
Javier - Developer Relations
annawetmore
annawetmoreHelper
asked in Workflows discussion
Shifts + Round Robin Assignment

Does anyone use unique setups to mimic shifts by shared inbox? This is not currently available (idea submitted), only shifts by workspace. Our support team is scheduled on specific shared inboxes based on day of the week. Example:Mon: Voicemail InboxTues: Voicemail InboxWed: Main Email InboxThur: Main Email InboxFri: Voicemail + Email Inboxes We use teammate groups in round robin assignment rules, and add shifts based on reps working hours. Reps are assigned to teammate groups based on the inboxes they are trained on (example using the above schedule, the associate would be assigned to teammate groups: Voicemail Reps, Main Inbox Reps). The issue we have is that reps will receive assignments from the Voicemail Inbox and Main Inbox every day, vs only receiving Voicemail conversation assignments M/Tu and Email Wed/Th. The only workaround I have come across is creating a daily assignment rule per shared inbox which requires frequent updating, and overall is not scalable for our team. Does

1271
sadie_mcdaniel
anna
annaRookie
posted in Workflows discussion
Load Balancing

Hi, Oftentimes, the responses to emails from our clientele are derived from previously scheduled requests. Since there is no way to predict if the request is going to be a new request, a rescheduling request, or something for a complete department adding on the load balancing seems like it would put us a disadvantage. What ways have you found are the best rules or reasoning for implementing the balancing in that case?

591
sadie_mcdaniel
bernard2024
bernard2024Rookie
posted in Workflows discussion
ROUTING

Hello friends, I am impressed with workflow when using Front. Immediately I finish writing my prayer, I send it both to the recipient and to the archive box for safety. This facilitates my workflow. I just do it instantly and it is easy to retrieve. For me workflow is the most beautiful thing using Front.

481
helena
annawetmore
annawetmoreHelper
posted in Workflows discussion
Front X Zoom Phone

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?

1925
Cori
bernard2024
bernard2024Rookie
posted in Workflows discussion
TAGGING AND WORKFLOW

Hi friends, In our company we deal with prayer requests. Front knowledge base has facilitated my workflow in the smooth response to prayer requests. I have used tagging teammates to so that we work together and help each other. And this has been very effective indeed.

431
Javier - Developer Relations
marissahazen
marissahazenConversationalist
asked in Workflows discussion
Automating individual responses

We’re working on beefing up a few of our review websites and are struggling a little bit with the cadence of sourcing these. Right now, we have emails come in from our NPS letting us know when we have a 10/10 come in. It then gets assigned to the the relationship manager and they are supposed to reach out via a template. I’m curious if there is a way to remove the manual email outreach for each relationship manager and automate that template sending and still including the individualized signatures (so it looks like a personal email from the “account rep” in the eyes of the customer)

1274
marissahazen

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