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B2B Support Team Onboarding Checklist
Welcome to Front, the customer communication hub for support teams. Front combines the automation of ticketing software with the personal touch of email,…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- 8 mths ago
- 319
- Onboarding Checklists
Individual Onboarding Checklist
Welcome to Front! Use this checklist to set up Front, so you can start delivering extraordinary experiences to every customer.
- Helena Liadmin
- Support Program Manager
- Helena_Li
- 8 mths ago
- 629
- Onboarding Checklists
Required tagging
Overview Front's required tagging rule ensures that you can tag every single conversation in any inbox for your internal categorization and analytics purposes.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 1 mth ago
- 1,285
- Rules
Accounts quickstart guide
Overview Accounts within Front represent the companies or organizations that your team works with. Each account contains contacts, which are the individual people that your team communicates within…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 1 mth ago
- 1,163
- 1
- Accounts
Use accounts in rules to automate conversations
Overview Accounts within Front represent the companies or organizations that your team works with. Each account contains contacts, which are typically the individual people that your team…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 mths ago
- 1,647
- Accounts
Upload accounts with a CSV
Overview You can quickly import up to 3000 accounts at a time into Front using a CSV file. Accounts represent the clients or organizations that your team works with.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 wk ago
- 2,045
- Accounts
Custom account fields
Overview Front allows you to add additional custom fields to accounts; such as Revenue, Account Manager, or Account Tier. These account custom fields will then be shown to users in Contact Details…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 12 days ago
- 1,202
- Accounts
Understanding Front accounts
Overview Accounts within Front represent the companies or organizations that your team works with. Each account contains contacts, which are typically the individual people that your team…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 wk ago
- 5,832
- Accounts
Schedule analytics reports
Overview You can schedule analytics reports to be delivered to you or your team on a daily, weekly, or monthly basis so that they automatically arrive in your inbox.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 wk ago
- 731
- Analytics Articles
Select multiple conversations for mass action
Overview In your quest for Inbox Zero, you may find that you have many conversations that need organization or action en masse. Front enables you to do this with the Select all or multi-select…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 1 mth ago
- 1,190
- Individual Inboxes
Front's CSAT Feature
Overview Understanding customer satisfaction is key to operating a successful and customer-centric business, and Front's CSAT feature helps you measure just that.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 1 mth ago
- 11replies
- 4,877
- Analytics Articles
Re: How to set up a Twilio WhatsApp inbox in Front Hi @carlos. alvarez - thank you for the additional info - I can expand on my previous answer (apologies that my response was not clear, as I was making the assumption that your customer was…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- 1 yr ago
- Add an Inbox
- Reported - view
Re: How to set up a Twilio WhatsApp inbox in Front Hi @carlos. alvarez! WhatsApp only allows you to use the templates when you are responding to a message that a customer initiated. You aren't able to start a conversation with the template.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- 1 yr ago
- Add an Inbox
- Reported - view
Analytics metrics in action
Overview One of Front's greatest values is that we can measure and show you how efficiently your team is working. There are several key metrics you can use to understand how well you are serving your…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 2,246
- Analytics Articles
Total reply time examples in Analytics
Overview In Front Analytics, the Total reply time metric is how long it took your team to resolve an issue with a customer, as it measures the total amount of time they waited for responses from you…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 1,523
- Analytics Articles
Analytics FAQs & topics
Overview We try to make the metrics we present in the analytics dashboard as straightforward as possible, but they still depend on details that may be helpful for you to know.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 794
- Analytics Articles
Export analytics
Overview Front Analytics has seven built-in dashboards to help you understand the most important trends about your team. In addition to viewing the report dashboard,…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 wk ago
- 2,355
- Analytics Articles
Conversations report
Overview The Conversations report provides insight into the lifecycle of the conversations in your inboxes to allow you to track the conversation statuses, how many conversations you handled,…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 1,545
- Analytics Articles
Overview report
Overview As the homepage for analytics, the Overview report provides summary-level team communication insights displayed through customizable sections, described below.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 1,377
- Analytics Articles
SLAs reports
Overview The Service Level Agreements (SLAs) report measures your SLA metrics by the specific rule, times, and statuses so that you can identify the missed SLAs you should invest in.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 688
- Analytics Articles
Business hours
Overview Business hours is the time range you have set up in your Analytics section during which your team is expected to respond to customers. Business hours make your analytics more accurate,…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 2 wk ago
- 2,395
- Analytics Articles
Team Performance report
Overview The Team Performance report is the ideal place to monitor your team productivity, identify when your team is overloaded, and help you make the right decisions to best serve your customers.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 2replies
- 2,916
- Analytics Articles
Create and manage analytics views
Overview Front analytics gives admins, team managers, department heads, and other company leaders insight into your team's performance and company impact with Front.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 1,511
- Analytics Articles
Analytics metric details & conversation timeline
Overview Front Analytics will show you not only the crucial metrics for how your team is performing, but it will also collect the conversations that were used to calculate the metrics you see.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 1,456
- Analytics Articles
Navigating Analytics
Overview Front Analytics presents a series of simple and intuitive controls that are consistent across different reports, so that you can quickly customize each report to show the data you need.…
- Helena Liadmin
- Support Program Manager
- Helena_Li
- updated 3 wk ago
- 2,472
- Analytics Articles

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