Introduction to Front integrations

Overview

Our library of integrations allow you to connect Front to your favorite tools, from CRMs to chatbots to data warehouses. These integrations are straightforward to use and can be enabled with just a few clicks. If you’re looking to build a custom integration using our APIs, we recommend checking out the API Overview.

In this article, we'll walk through the key integration use cases, as well as the process for installing and using integrations. For detailed guidance on how a particular integration works, we also provide help articles for each integration.


Use cases

In general, there are four primary types of Front integrations:

Plugins

Plugin integrations can be access via the the right sidebar in Front, and allow apps to embed a custom UI within Front that can interact with with Front’s UI by reacting to the user’s current conversation, creating drafts, adding tags and more. CRMs, telephony software, and knowledge bases are some of the most popular plugin integrations.

A few examples of plugin integrations:

Conversation Links

Links allow you to connect Front conversations to items in external systems, such as feature requests, bugs, loans, shipments, work order, itineraries etc. Using our API, you can create Links for any external system that you might be using. Once a Link is added to a conversation, any user who has access to the conversation in Front will see it attached similar to a tag. User's can also click on the Link to easily open the associated URL, or see all the conversations that share the same Link:

Front also supports direct Link integrations with Jira, Asana, Trello, and Github

Channels

Channel integrations allow you to connect external communication streams to Front. By connecting communication streams such as chat, chatbots, and phone call logs to Front, you can consolidate all of your customer communication into one place.

A few examples of channel integrations:

Data sync

Data sync integrations allow you to both export and import data from/into Front. Exporting conversational data can be especially useful if you are using a data warehouse or third party BI tool to consolidate your operational data. Importing customer data is often useful if you are looking to use that data to power routing through Front Rules.

A few examples of data sync integrations:

Enabling integrations

Company admins have the ability to turn on integrations for all teammates. Once enabled, all teammates will be able to access and use the integrations in Front. Setup for each specific integration differs slightly, but share the same basic steps:

Step 1

Click the gear icon on the top right of Front and into the Company settings tab, then select Integrations from the left menu.

Step 2

Select the integration from the list, and go to its Settings. Then toggle on Enabled.

Step 3

Depending on the integration, you may get routed to another page for further instructions, or be prompted to sign in to the integration to activate it for your team.

Step 4

Once enabled, your team will be able to see and use the integration in Front after they sign into the integration for the first time. Most integrations will require that a user signs in with their personal account. For example, a Front company admin can enable the Salesforce integration at the company level, which would make the Salesforce plugin available to all teammates. At that point, each teammate would still need to sign into the plugin with their preferred credentials.


Using integrations

Admins and teammates can use integrations in Front once a company admin has enabled the integration. Where to access the integration will depend on the type of integration that was enabled.

Plugin integrations

Plugin integrations can be accessed from the right side panel in Front. When an admin enables a new plugin integration, it will automatically be accessible for all teammates in their side panel. Teammates can customize which integrations they’d like to display using the “plus” icon:

Channel integrations

Since channel integrations simply create a channel in Front, they can be used just like any other channel. Any teammate with access to the inbox containing the channel will be able to view and reply to its conversations.

Data sync integrations

Since data sync integrations happen in the background, there’s not much to do once you’ve enabled the integration. If you’re using a data sync integration that makes syncs information to Front Contacts, you can verify that it’s working by using the contacts manager.

Conversation links

Links to Asana, Github, Jira, and Trello tasks can be accessed via the tags dropdown. Selecting one of the integrations will open a modal that will allow you to create a new task, or attach the conversation to an existing one.


Pricing

Integrations are available on all plans. Please visit our pricing page for more details on the integrations supported for each plan.

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