Workflows discussion

Hello, It would be cool to keep the assignee when moving a conversation from one shared inbox to another shared inbox (or add this option in the rules options).(I got an answer from Front Support Team and they confirmed that this is not possible yet) Vincent

Is it possible to set up the chatbot with the following workflow?After 5-10 minutes of no response from the user following our last reply, the chatbot sends a follow-up question: “Do you have any further questions?” If the user does not respond to the follow-up question: Automatically send a survey to gather feedback from Front. If the user responds to the follow-up question: Continue the conversation without sending the survey at that time.

I wanted to share with you a certain automation we have done locally and also ask you if perhaps I am overengineering it and there is a better way to proceed.What I don’t like about Front (and it is literally the only thing I genuinely consider inferior) is its notifications - for me the popup shows for too short and is sometimes hardly noticeable.So what we did is we implemented an automation, that runs every 2 minutes checking recent Front comments and searches for “@-mentions” in them. Whenever it spots one, we connect to Webex via its own API and send a notification to a user corresponding to the Front user, letting him or her know that there is a message waiting. It works much, much better and I love that solution.Now, perhaps there is something similar already in Front that I missed? I was looking for IFTTT integration, but failed to find it, so built our own ;) 

Hi Folks,A question regarding your best practices - our team follows the follow-the-sun principle, meaning that we have members in most time zones and the conversation is passed from one to the other. Now, as we all know things such as SLAs or resolution times are calculated within business hours only. So do you know how Front calculates that given the principle I mentioned earlier? At the same time, I wanted to use shifts to understand who is available at the given moment. Finally, how do you handle holidays? Do you know of a way to exclude certain day from business days for given group of users? Tried using the Calendar feature, but couldn’t figure it out…Thanks!

Hey everyone!I'm curious: What's your game-changing rule that you've implemented yourself, which genuinely adds value to your day-to-day operations? How did you come up with it, what problems does it solve, how does it support your mission, and what's the real impact of this rule?I'm asking because I believe sharing such best practices can help us all improve our workflows and achieve our goals more effectively. So, let's share experiences and learn from each other!Looking forward to hearing your insights and stories.

Hello Community, I wondering if there is a way to get tag filters to show tabs like the shared inbox does? See attached images for reference.Shared inbox Tag selected from sidebar to filter email in shared inbox Thanks

I am running into an issue setting up my 1st macro where the forwarded email I'm trying to automatically push via a macro step to our support team (currently in Zendesk ticketing system) is not getting received by Support. Upon further investigation it appears that the email in Zendesk is held in suspension due to “Automated response email” and Zendesk doesn’t appear to allow any solution around this. Can you advise on any workarounds? I thought about creating a message reply template where it cc’s our support team however I realized a message template does not provide any option to add in a cc address.  

Hello! I’d like to know if there is a way to view the threads that we’ve assigned to another team member? I’m asking this because I also want to keep track of the threads that I’ve assigned to another team member and follow up with them in case they are not responsive, may have forgotten to respond, or if they’ve accidentally archived the thread. I’ve had experiences where I’ve assigned a thread to a team member but they don’t always get back or respond right away, and I would end up forgetting about it. It’d be great to know where we can view these threads in one list just so there is at least one person to keep an eye on the thread in case the one assigned is busy. Thanks for the help!

Hi,I’m currently trying to build a set of templates for my team to use. One of the templates asks for a response by a date 3 days in the future. I’m currently struggling to find a way for that date to auto populate when the template is loaded up. Is this something that is possible, either through Front itself, or by pulling from another source, such as Excel.Many thanks

Hi everyone,I’m currently working on improving our workflow by integrating Front with Monday, and I’m curious about the possibility of using dynamic objects to pull in specific information directly from our Monday boards.Here’s what I’m hoping to do:Automatically retrieve data (like project statuses, task updates, client info) from a Monday board and display it in a front conversation using dynamic objects. Use that information to trigger automations or set custom fields in Front based on board updates.Has anyone successfully integrated monday in this way? Are there best practices or specific API setups that I should consider to make this process seamless? Any advice or suggestions would be greatly appreciated!

Hey everyone,We frequently receive information via emails in Front (e.g., client details), and we’re looking for a way to automatically extract that information and input it into a designated Google Doc.Specifically, we’d like the information to:Be pulled from the email as it arrives in our inbox. Be placed into a specific location in a Google Doc template.Has anyone set up a workflow to achieve this, possibly using integrations or automations in Front? We’re looking for the most efficient way to keep this process smooth and consistent. Any advice or suggestions on tools or methods would be greatly appreciated!Thanks in advance for your insights - Hope this makes sense! 

We currently have Front integrated with Zapier and have one zap running, which essentially converts a google form into a conversation in Front. That allows us to automate the form even further by allowing us to use rules once the conversation is created.  I was wondering if there are other use cases with Zapier that we could take advantage of. All ideas are welcome. Thanks in advance!

Hello! I'm seeking someone experienced with setting up Front for customer support. If you have expertise in configuring Front for efficient customer service operations, please reach out. We're eager to streamline our support processes and would appreciate your help. Thanks!

Recently our team has been working to consolidate our various communication channels (Whatsapp, Text, Email, etc.) and using Front to consolidate channels into a single source has helped our Support Team increase efficiency AND decreased the time it takes to respond to internal users and external customers!

I’d like to be able to view tags that are applied in Front <> to be visible in HubSpot when viewing a contact and vice versa: if a tag is applied to a contact in HubSpot we’d like to see this in Front (e.g. customer segment). For now, I’ve been able to create custom contact properties in Hubspot and we can now label accordingly there (e.g. apply multiple feature request labels to the same contact), however despite choosing the multi-select checkbox this doesn’t translate to Front: Front only seems able to offer the options as a single select dropdown list so we can't apply multiple Hubspot tags via Front. What would be the best way to view the tags in both Front <> HubSpot? Thanks!

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

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

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

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? 

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

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

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.

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?

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 ;)

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.