Workflows discussion

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  

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

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

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

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

Hello, I know extracting dates from the message body is not currently built in to Front, but curious if anyone has any workarounds? I can extract the date as a string and then convert to a number but having trouble pulling it all together?Would love to take this: 08/12/2023 and say if within 30 days do X action, otherwise leave alone.

My group specifically had multiple shared inboxes created for our different customers that were ported into Front. Our current setup has each shared inbox routing into its own channel. I have a thought to combine certain shared inboxes that are managed by specific teams into consolidated channels. Has anyone in the Front Community had success with this?   

Hello,It seems the default action is for Front to simply place a reply on an old thread back in to Assigned to me box.In the past we have seen a customer reply to an old thread for a new request, and for one reason or another the reopened thread in Assigned to me was missed by that person.It seems like within Edit Rule, there could be a condition if Archived to send it back to unassigned. I have tried a few combinations but nothing clicks.Ideally, if a conversation is Archived, and a reply reopens it, it goes back to the unassigned box.Thanks for any guidance.

We are trying to streamline our process in sending confirmation to clients. Is there an app or plugin we can use to integrate to our template where client can just click a button to confirm or cancel?Let me know! Appreciate any feedback or suggestions. Thanks!

Hi all!I’ve tried working with context links and I’m a bit stuck. I’m trying to build one that pulls our Shopify order page, using the order number. The format is Order #XXXXX.  The main issue I’m having is that the order number appears nowhere in the URL, they seem to differ quite a lot. I’ve poked around on Shopify’s forums trying to figure out an alternative but I’m a bit stumped. Any advice would be appreciated! 

Is it possible to convert a dynamic object into a tag?For example. We receive an email from our CRM each time when new order is created. Each email contains an unique number.I’d like this number to be a tag.

Hi! I’m interested to hear any input about how other teams are leveraging the power of the Summarize with AI tool. Are you seeing marked differences in team collaboration, time savings/efficiency, improved team member satisfaction? Have you been able to quantify the improvement(s) in any way? In what use case examples is this tool proving to be the most effective?Thanks :)

Tag conversations while on leave What are your automations for individual productivity? Since Front has a rule engine for your individual workspace, the sky is the limit in creating workflows to handle your work for you.Here’s one that’s good for organizing your work when you need to go on an extended leave such as a parental leave, sabbatical, or a disability leave. You can create an individual rule (which works only on your individual workspace) to add a tag to all the messages you receive while you’re out:Now, when you come back, you’ll be able to quickly see which conversations were during your leave, versus the current ones after you came back. Of course, you can always check the date stamp on the emails as you catch up on your inbox, but I personally found it much easier to stay organized by having a visual indicator on the conversations. You could even further categorize with specific tags if you have certain priority senders or topics that you want to organize; that way, you ca

Round robin assignment rule How do you divvy up work on your team? As Front users, we already have a huge advantage working in shared inboxes compared to a traditional single-player inbox where everyone must share one login. Now, in this multiplayer inbox world, what further workflows do you use to make sure all the work is distributed? Share with us what your systems to assign work are, or browse the thread to get some ideas for your own team. If you see something you’re curious to know more about, feel free to ask in the thread. I’ll kick us off with an assignment rule that Front’s own support team uses for chats:Note: If your rule templates look a bit different, that’s because we’re rolling out an updated design that hasn’t gotten to you yet, but you can still recreate the above rules using your templates. The design is slightly different, but all the elements are the same.Our Chat inbox receives messages from our customers who are on the plans with access to chatting with support.

Notify teammates based on tag One of the things I love to work on with customers and our own team is how to automate our manual processes so that we free up our time to do bigger and better things. I’ve joked with one of my teammates, Jason (technical support engineer), that we want to automate our jobs away. That’s not the end, of course — automation would be a means to evolve our own jobs to work on even more impactful things. (BTW @jason, I’d love if you could share an example of an automation you’ve built that has saved our support team from the manual actions we used to be tied to!)To our fellow Front users, please share some of your processes that you’ve turned from manual to automatic. Or, share something you’d like to automate — the rest of us can share tips or how we’ve achieved it.In the meantime, I can share a nifty little rule that our Education team uses — we have surveys at the end of every Front Academy course, which learners can fill out and the results get sent to our

Hi,The documentation states that it is possible to create a custom channel, but is this possible for a "front_chat" type?I try but I have a bad request or conflict statutThanks

It would be great to get an Otter.ai integration so I can add otter to my meetings.

Hi there,  We are looking at Cordless and moving away from Aircall. I would love to hear anyones experiences with Cordless.What is something you love?What is something that excites you about using the product?What annoys you?How is the quality of transcription?How is the Customer Support Experience with Cordless?

We built Front to be a flexible communication hub that you can adapt to your team’s unique needs. With rules, integrations, and our API combined, the sky’s the limit. You can build your own automations to do things like moving messages to other inboxes, auto-replying, or triggering alerts. You can integrate other software into Front. You can even create custom apps and channels that live directly in your inbox.Over the years, we’ve realized: our customers are incredibly creative. Often, you build Front workflows that we could never even have thought of on our own. That’s what prompted our first-ever Front workflow competition in 2021: Flow & Tell. Our main goal? Let’s celebrate the magic you’re creating in Front and share it with the world to see.The rules of Flow & TellIt’s important to note that there were so many awe-inspiring workflows submitted that judging this contest was not an easy process. There were three axes we looked at for each submission: Efficiency: How have yo

Winners in this categoryBest plugin: Simpson Spence Young’s intelligent brokerage app Best plugin: Curtsy’s retail powerhouse plugin   We built Front to be a flexible communication hub that you can adapt to your team’s unique needs. With rules, integrations, and our API combined, the sky’s the limit. You can build your own automations to do things like moving messages to other inboxes, auto-replying, or triggering alerts. You can integrate other software into Front. You can even create custom apps and channels that live directly in your inbox.Over the years, we’ve realized: our customers are incredibly creative. Often, you build Front workflows that we could never even have thought of on our own. That’s what prompted our first-ever Front workflow competition in 2021: Flow & Tell. Our main goal? Let’s celebrate the magic you’re creating in Front and share it with the world to see. The rules of Flow & TellIt’s important to note that there were so many awe-inspiring workflows subm

Winners in this categoryBest chatbot: Kvik’s super-fast retail service Best chatbot: Alpaca’s Facebook Messenger apartment hunt bot Best use of partner integration: DepositFix’s lifecycle-stage tag We built Front to be a flexible communication hub that you can adapt to your team’s unique needs. With rules, integrations, and our API combined, the sky’s the limit. You can build your own automations to do things like moving messages to other inboxes, auto-replying, or triggering alerts. You can integrate other software into Front. You can even create custom apps and channels that live directly in your inbox.Over the years, we’ve realized: our customers are incredibly creative. Often, you build Front workflows that we could never even have thought of on our own. That’s what prompted our first-ever Front workflow competition in 2021: Flow & Tell. Our main goal? Let’s celebrate the magic you’re creating in Front and share it with the world to see. The rules of Flow & TellIt’s impo

The logistics and transportation industry is experiencing a digital revolution. In the face of a labor shortage and needing to do more with less, 3PLs are looking to technology to increase agent efficiency and move more freight. Front’s customer communication platform streamlines shipper and carrier operations for more than 500 3PLs, including Priority1, Sennder, and Estes Forwarding Worldwide. With Front, 3PLs save thousands of hours per month, manage more loads, and deliver world-class customer service. Below, we share five supply chain management workflows—complete with videos—that will increase your operational efficiency without hiring more brokers. 1) Automatically categorize, route, and assign incoming requestsFor 3PLs who want to win more business, this is a must. Front’s tagging, routing, and assignment capabilities enable you to design communication workflows that streamline your shipper and carrier operations. The result? More daily shipments managed per agent.Tag, route, an