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Understanding activity history
Overview When viewing any conversation in Front, you’re able to not only read its messages and internal comments, but also see the full activity history of the conversation.…
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How to make inboxes public for your team
Overview Choosing to make a shared inbox public means that all current and future teammates, tags and message templates in that Workspace are automatically granted access to that inbox.…
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Understanding your Shared with me section
Overview Your Shared with me section is located under your Assigned to me section in your main Inbox, and contains all conversations where you’re a participant, but not the assignee.…
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Shared inboxes merge duplicates by default
Overview When you have shared inboxes added to Front within the same Workspace, emails that are addressed to multiple shared inbox addresses will be automatically merged into one master copy to…
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How Front merges your duplicates
Overview Front wants to help your team reduce your workload and be more efficient. One of the main challenges we face in our inboxes is that we often get the same email sent to several different…
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Setting up your team’s workflow: shared tags, signatures, rules, and message templates
Overview Shared tags, signatures, message templates, and rules are essential tools to improve your team’s efficiency and your customer’s experience. One of the powers of Front is that once you create…
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Create Zoom meetings from comments
Overview You can create a Zoom meeting link directly from the comment bar in your Discussions or any conversation in Front, and your teammates can join the meeting with you immediately from there!…
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Create a ticket number experience in Front
Overview If you're transitioning from a traditional help desk solution to Front, your customers may be accustomed to using Ticket IDs as references. In this article,…
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Emoji reactions and custom emojis
Overview Emoji reactions allow you to quickly indicate your response to a comment, without the added noise and clutter of additional comments. They're a fun way for your team to express themselves…
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Use load balancing rules to automatically balance your team’s workload
Overview Teams handling high message volume can automatically distribute work amongst teammates with the load balancing feature. That way, customers get the quickest responses,…
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Teammate status colors - See who's online
Teammate status colors Collaboration works best when you know if your teammates are available! In Front, you'll be able to see your teammates' status via a colored bubble next to their name.…
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Invite guests to your Front conversations or internal discussions
Overview Comments and @mentions make it easy to work with your team quickly in Front, so we’ve extended that ability to people outside your Front account.…
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How to start an internal discussion
Overview Internal discussions enable you to have quick chats with your teammates or with all the teammates of a shared inbox, right in Front. The two types of internal discussions you can have are:…
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Smart merge reduces duplicate emails
Overview A common problem customers had before Front was that they would end up with duplicate copies of the same email in their inboxes, resulting in confusion and inefficiency.…
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How to use the participants menu
Overview The participants menu gives you an easy way to manage access to a conversation. You can see who's involved in the conversation and when they’ve last read it, so you can stay on the same page.…
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Formatting your comments
Front's comment feature allows you to have internal dialogue with your team about a conversation. Check out these styling tips to better highlight parts of your comments.…
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Customize when conversations bump up
Overview Based on your team's workflows and inbox setup, you may want to customize when conversations bump to the top of the inbox in the Team section of your sidebar.…
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Front's real-time collision detection
Front uses real-time collision detection. If a teammate is working on a message in a shared inbox, you will see that they are replying.
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How to use @mentions in comments
Overview When you need some help from a teammate, you can just @mention them in a comment instead of forwarding them the email to create a separate email thread or pinging them in Slack.…
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How to share and collaborate on drafts
Overview Shared drafts in Front allow teammates to easily collaborate and get feedback on a message prior to sending. Instead of writing a draft on your own or needing to forward a copy of the draft…
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Subscribing and unsubscribing from a conversation
Overview When you're a participant in a conversation in Front, you have two options: to subscribe to the conversation, or to unsubscribe from it. You can think of this like "following" or…
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Understanding comments
Overview Use comments to collaborate internally with your teammates. Only your team can see posted comments, so you can discuss the conversation amongst yourselves without having to forward the…
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Teammates list and their assignments
Overview ⚠️ This is a legacy feature. Front accounts created after Jan 26, 2023 use Views. The list of teammates in the Assigned conversations section of your sidebar will show you your teammates'…
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How to assign a conversation
Overview Assign conversations to give every message a clear owner and ensure nothing falls through the cracks. You'll typically assign a conversation to the person on your team in charge of replying…
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How to handle being out of office
Overview Front makes it easy to handle being out of office. You can set your own availability, as well as a teammate's. When a teammate is set to unavailable,…