Plan your inbox structure



Before you create your first shared inbox, it’s important to think about how you want them to work. Front’s very flexible, so you should build out the structure and workflow that suits your team.

Before continuing, make sure you understand the difference between an inbox and a channel. See here for more details.


Here are a few ideas — feel free to mix and match!

Consolidate similar accounts into one inbox

Group all your support channels — like your support@ email address, company SMS number, and Twitter handle — into one inbox called Support. Then you can manage those messages all together in one process.

Use inboxes to sort messages into tiers

Prioritize messages by creating escalation inboxes, like Tier 1, Tier 2, and Urgent. You can manually move messages between inboxes or use rules to automatically sort them.

Give users access to exactly what they need

You can choose which teammates can access which shared accounts and inboxes. You might give everyone access to general ones, like a Customer Feedback inbox, but limit access to a noisy Sales inbox that only the Sales team needs to see.


Ready to create your first shared inbox? Get started here.