Hello Everyone,
Automation is the key word in my company. With the rules and workflows in Front, it helps agents work more efficiently, but I’m convinced we can do more with these automations. We still have so many emails in the general inbox to process manually. How can we reduce this? Additionally, we’ve set up rules with tags, but they’re not always followed. Do you know why ?
Do the emails in the general inbox need to be managed by one department, or are the emails relevant to multiple departments? The first thought that comes to mind is setting up an automation with keyword searching (billing/renewal/etc) that would trigger a department tag to be added. Then you can set up an automation to assign to the department that handles billing or any other specifics like that. Then, if there are multiple members in the department, you can set the automation to assign to the least busy person on the team. That would avoid as much manual review.
Definitely reach out to Front support though on the tags not working with rules, I wonder if that is a glitch? Or is it in the wrong order? I know sometimes rules with tags may not trigger because another rule is triggering first and negating the following automations with the tag. I hope that idea helps!
Hi there! Cat here from the Front support team 
The above comment is totally on point! I would only add a few resources for you to check out that might be helpful:
Regarding any rules not working as expected, our team would be delighted to take a closer look! Send us a message through https://help.front.com/en/contact-us and make sure to let us know the name of the rule and a conversation ID of any conversation where the rule didn’t work as expected 
Cheers,
Cat
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