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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.

  • 161 Topics
  • 307 Replies
161 Topics
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 preven

911
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. 

6653
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?

912
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 receivedEtc 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?

1754
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! 

2035
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!

1101
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 ins

1333
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 InboxesWe 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 any

1331
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? 

621
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?

1955
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. 

441
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)

1284
marissahazen
gabbi_samadi
gabbi_samadiConversationalist
asked in Workflows discussion
Round Robin Question

We’re just about to launch Front with our team (YAY!) and one of the key features we’ll be using is Round Robin. I was just wondering, if one of our team members goes on leave and turns on their ‘time off’ settings, what happens with emails that would normally go to them in the round robin routing?  I hope this makes sense! I thought there was a learning path that covered it, but I can’t seem to find it. Thanks in advance! 

2401
andersen
brie.bissett
brie.bissettEnthusiast
asked in Workflows discussion
Dynamic Objects Implementation

Hi there everyone!A fellow coworker and I are brainstorming ideas for how we can use Dynamic Objects within our workflow. We have started using it in a few small cases and would really like to see how much farther we can go with it.What are some ways in which you use dynamic objects in your workflow? We have a few applications that don’t have existing plugins in Front that I could see being extremely helpful via dynamic objects. I believe there is a way to build those out ourselves, or am I mistaken?Thanks for any help!

952
robby_p
evan_zaske
evan_zaskeEnthusiast
asked in Workflows discussion
Using Front as an Internal IT Ticketing system

Hey everyone,Has anyone used Front as an internal IT Ticketing system, if so please share the experience and would you recommend it? Secondly, if you have done it, please share some of your assistance on the way you got it set up and running. (Best idea of how it should be set up)

7836
gregkn
NS2
NS2
asked in Workflows discussion
Harnessing Front's Power with Slack Integration: Streamlining Communications and Boosting Efficiency

Harnessing Front's Power with Slack Integration: Streamlining Communications and Boosting Efficiency 1. Does Front's Slack Integration Reduce Direct Slack App Usage? Have companies observed a decrease in direct Slack App usage after implementing the Front Slack Integration, especially for common tasks like interdepartmental communications about order fulfillment and invoice payment? 2. Centralized Action in Front: How has the Front Slack Integration, in conjunction with Front’s comment and Dynamic Object features, enabled companies to streamline action and conversation within Front, promoting centralized activity and increased efficiency? 3. Advocating for Front: What strategies have worked successfully to promote Front as the primary communication platform and central hub for workflows, instead of the Slack App itself? 4. Efficiency and Cultural Adoption: How has the Front Slack Integration impacted your team's efficiency?  Furthermore, how have you culturally encouraged its adoption,

1162
Javier - Developer Relations
chloe_knatz
chloe_knatzFronteer
asked in Workflows discussion
Dynamic Objects

Does anyone have specific use cases of how they have added in dynamic objects to increase efficiency of their teams? 

140
chloe_knatz
lisad
lisadConversationalist
posted in Workflows discussion
New to the Front Community

I am new to the Front Community, but my employer has been using Front for approximately 4 years now.I am in the process of completing the FCA exam and needed to add a post. 

611
helena
gareth
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.

1321
andersen
shannmre
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!

523
L
c_kelly
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?

791
helena
shannmre
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?

921
PhoebeatFront
c_kelly
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?

1931
JohnW
nina_schaefer
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?

1091
sadie_mcdaniel

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