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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.

117 Topics
248 Replies

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117 Topics

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garethRookie

asked in Workflows discussion

How do I stop new emails attaching to archived threads?

HiOur team of 5 receive email requests into the shared inbox from a defined pool of around 50 service users. Sometimes it might be two or three months between an email from the same person.Currently, we’re finding that a new email request will often attach to an old thread from that same service user, even if that thread was previously archived (sometimes months, even years ago!) The new email will also be assigned to the same person who dealt with the original thread.Similarly, if the same service user sends over multiple requests in a short period, they all end up attaching to each other and being assigned to the person who dealt with the original request.This can make it harder to spot the new requests, as it looks they are already assigned and being dealt with by another team member.I suppose what I’m asking is, is there an easy way to prevent new emails attaching to old archived threads? Thanks for any ideas!GarethPS We are on a legacy plan, not the Growth plan or above.

1101

11 months ago

shannmreRookie

posted in Workflows discussion

How to Implement SLAs Across Different Time Zones

Hello!I’m very curious on how as a remote team we could potentially manage a SLA across team members across different time zones? I really think that SLAs would really benefit our account managers, but unsure how we could implement the standard across our team with us being so spread out.Thanks!

383

11 months ago

c_kellyConversationalist

asked in Workflows discussion

How can I keep accounts on a user level instead of the whole company?

Hello - we have a strict need to know policy at my company. We’d like to take advantage of the Accounts section but we would like it to be on a user/admin level only. Is this possible?

641

11 months ago

shannmreRookie

asked in Workflows discussion

Setting Up Automation to Individual Users

Hello! We currently have 4 account managers spread over 100+ clients. I’m curious what you may suggest as to how we can route these to the appropriate account manager? Currently the AMs monitor one singular inbox and assign the messages as appropriate, but I think if we may trigger them to automatically send to the AMs, it will help reduce our main inbox.Thoughts?

821

11 months ago

c_kellyConversationalist

asked in Workflows discussion

Business hours based on location?

We have teams from all over the world working but we want to keep responses to those individual time zones separate based on the team. How can we set up different working hours per team?

721

11 months ago

nina_schaeferConversationalist

asked in Workflows discussion

Rule doesn't work anymore

Hi,We have set up two rules for automatic receipt confirmations. These worked without any problems until yesterday. Now the message no longer goes out via email, but it still works on WhatsApp. When I look at the time of the last rule application, both show December 14th. 17:**. I can't find any reason why the rule no longer works today. Can you help me there?

441

1 year ago

mike_hillFronteer

published in Workflows discussion

How Front Support uses Front - Follow up questionsVideo

Thank you so much to all who attended our webinar on Dec 12th - “How Front Support uses Front”We had a lot to cover so would encourage any questions during or after the event to be added as replies to this post. We will respond to all by Thursday Dec 14th!For any chatbot specific questions, we encourage you to head to the Chatbot AMA where our Product Manager and Front Support Chat Manager will be addressing questions on Thursday Dec 14th.If you didn’t make it to our webinar, here’s the recording of it: Thank you!

25410

1 year ago

helenaCommunity Manager

published in Workflows discussion

New features that improve logistics agent productivityVideo

Front is making it easier for logistics companies to access essential quote or shipment details and manage conversation follow-ups — right in Front. Learn how logistics industry professionals including brokers, 3PLs, and carriers can use Front’s newest features, linked conversations and dynamic objects, to dramatically improve agents’ process flows. In this webinar recording, you’ll learn how to:Link conversations to easily handle related to-do’s Save time by bringing data into Front from other systems Use these features together for maximum productivity If you have further questions about the topics presented in the webinar, feel free to leave a comment below or visit these specific AMAs:

350

1 year ago

maddy_churchRookie

posted in Workflows discussion

Front Automations for Tourism Companies

I work for a tourism company where guests book trips with us. We use Front as a way to manage customer questions. Does anyone have any suggestions on ways to link those conversations directly to the guests's bookings? I’ m also wondering if anyone else in the same industry has any additional suggestions for automations using dynamic objects?

323

1 year ago

tchristlerConversationalist

asked in Workflows discussion

Chat Survey

Is there a way to automate a survey to users following a chat conversation?

1011

1 year ago

nina_schaeferConversationalist

asked in Workflows discussion

Custom Views and Tags

Hi,We work with custom views to divide inboxes because we don't have teammates for individual topics, but we have different teams for different areas. We sort these views using tags and corresponding rules. If we remove such a TAG, the conversation will, of course, immediately disappear from the view. It is then relatively difficult to find them again, e.g. to archive, reply or set another TAG.Do you have any suggestions for solutions to this? BestNina

411

1 year ago

tom_karenaConversationalist

asked in Workflows discussion

Process for requesting information from another team

Hi there, I’m wanting to setup a workflow where our @sales team requests our @production team for a piece of information (e.g. lead time to get an order out) but I want the conversation to stay in the @sales inbox.Is there a good way to do this? Using tags and views for the @production team members? Thanks,Tom

1404

1 year ago

ry_raelConversationalist

asked in Workflows discussion

Sales Best Practices

Hi Sales Leaders, Front has been an incredibly powerful tool for me and I’m such an advocate for all of it’s features. I’ve made tremendous strides with support teams, customer success teams, and internally but I’ve failed to find tangible ways that it’s impacted my sales teams. What ways have you used Front to help your sales team drive revenue, or optimize their processes? I’m finding this specifically difficult for my BD reps that are a bit more individualized and not a standard SDR or AE. Thanks,Ryan

2303

1 year ago

saroachHelper

asked in Workflows discussion

Importing an exisiting knowledge base

Hello Front Community! I would like to make the most out of the Front knowledge base feature; however, I do not wish to recreate exisiting documentation. Currently, we have a knowledge base in Service Now, but it would be fantastic if we could bring that same information (If not simply make it accessible to search from from) into the Front knowledge base as a resource for our techs when assisting end users. My other concern is whether or not I have the ability to restrict the knowledge base view to ONLY our IT team. What would be the best avenue to accomplish these asks?

572

1 year ago

Ian_ClarkConversationalist

asked in Workflows discussion

Using Equations to create/return a Dynamic Object

Hello!I am currently trying to build a Dynamic Object that returns a URL format where the first two numbers after the static portion of the URL represent the numerical value of the letter + 1.For instance, our order numbers are in the format of AV123456. I have this set to work as a dynamic object and it returns the correct URL. It is currently set as:Target String: A,Letters (exactly 1), Digits (Exactly 6)Target URL: ************************************next/21Digits(Exactly 6) It works beautifully. However, there are previous orders and future orders where the second letter is not V, and for this reason, 21 will not remain permanently static.21****** represents the value of V(20) + 1 and the * represent the remaining numerical digits of the order number.Is there a way to build out a dynamic reference that takes the Letter Value, Converts it to the Numerical Value and then Adds 1 to it?

1165

1 year ago

bradypriceEnthusiast

posted in Workflows discussion

How are you getting equal assignments across the Round Robin Team?

Hey Community, Over the last few months we have been continuing to experiment with rules to attempt an equal distribution across our SMB CSM Team. With the exception to them being in multiple time zones, each of these CSMs should have equal distribution of emails daily over the full 24 hours in a day. What we have found consistently week or week is that 1-2 of our CSM’s typically has 2-3x the # of assignments as others. After many alterations and chatting with support we have determined that the primary reason for the outlier here is that a few CSM are exceptionally good at their job and move quicker than others. Because this particular CSM is very quick to answer emails, he/she has more capacity for the “assigned to me” queue to continue giving more and more work. On the other side of the house, the slower CSM queues are full so they are not getting additional work throughout the day. Obviously I don’t want to “slow down” an efficient employee, but this system of “work harder, get m

1201

1 year ago

markConversationalist

asked in Workflows discussion

Business Hours option not available

Working on updating my companies Front account and settings as we transition to using Front Chat as well, and I noticed that I do not have the option for setting business hours as listed in the knowledge base. I am a company and workspace admin, however the setting is just not there when I go into analytics or inbox settings.Can someone point me in a direction I may be missing? Or is this a system issue of some kind.Thanks!

943

1 year ago

BukolaConversationalist

asked in Workflows discussion

Workspace Business Hours

Hi, Has anyone updated the weekend in the business hours and what was the outcome? Any difference in the analytics as opposed to just having the 5 weekdays?

681

1 year ago

EugeneConversationalist

posted in Workflows discussion

Tag Best Practises

We've been using FrontApp for some time and I've discovered that the tags and nested tags has gotten out of control.Does any one have any sound advice for managing these as we want users to create and use tags but found reporting is way to granular with too many tags.Cheers,

571

1 year ago

futureproofConversationalist

asked in Workflows discussion

Running Rules to Unsubscribe Users & Manual Unsubscribe Issue on WhatsApp

Hi!I have two questions regarding subscription management in Front: Is there an option to run a rule that will automatically unsubscribe all users from a specific thread? I have set up an emergency notification rule which notifies a large group of people to a thread in case of possible emergencies. However, once the emergency is dealt with, I would like a one-click or automated solution to unsubscribe everyone from that thread aside from the assigned person who would trigger it. While I'm aware manually unsubscribing everyone individually is an option (in most cases, see part two), I'm looking for a more efficient method. I've noticed that in WhatsApp threads on Front, the assigned person seems unable to manually unsubscribe subscribers which leads to people sticking around on threads until they unsubscribe themselves Is there a known workaround for this issue?

892

1 year ago

helenaCommunity Manager

published in Workflows discussion

Product Demo: Front for Travel ManagementVideo

Great client service and support are critical for travel management companies to manage complex itineraries or unexpected issues. As more businesses consider incorporating chatbots, AI, and automation into their workflows, the risk of developing an over-reliance on technology can hurt a brand’s reputation. How do you empower teams to deliver a great experience through personalised service without compromising operational excellence? Watch our product demo to see how leading travel companies can: Categorize and route messages automatically Manage, update, and respond to client itineraries faster Measure agent performance and customer satisfaction

1110

1 year ago

nicholas_passalacquaConversationalist

posted in Workflows discussion

Team Groups

I was wondering if anyone had suggestions as to the best layout of Team groups, Managers / Leaders / associates.

961

1 year ago

djarvisRookie

asked in Workflows discussion

Shared Inbox

How do you un-share an email string from a shared inbox.

412

1 year ago

djarvisRookie

asked in Workflows discussion

Sub Folders

Can you still make sub folders or has this function been taken away?

2781

1 year ago

djarvisRookie

asked in Workflows discussion

High Importance for Emails

Is there a way to send an email as “High Importance”?

6112

1 year ago

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