Auto-assign conversations on first reply
Overview
Front has a helpful feature to aid your team in maintaining consistency in handling communications and ensuring there is an owner for every shared conversation. Any time a teammate starts a new conversation or replies to an unassigned conversation from a shared channel, the conversation will automatically be assigned to that teammate. The feature works when you send directly from Front, not if you send from outside of Front, even if you have the feature enabled.
By default, this feature is turned on in channel settings, but admins have the option to disable it if you do not want conversations that don't have an assignee to be auto-assigned to the next teammate who replies.
Instructions
Follow the steps below if your Front account was created after Apr 17, 2023 (your settings sidebar has both an Inboxes and Channels section).
Step 1
Click the gear icon on the top right of Front and into the Company settings tab, and select Channels. Select the channel you'd like to modify and click Settings.
Step 2
Turn the toggle on or off for Auto-assign conversations on first reply.
Step 3
Click Save.
Instructions [legacy]
Follow the steps below if your Front account was created before Apr 17, 2023 (your settings sidebar has an Inboxes section and does not have a Channels section).
Step 1
Click the gear icon on the top right of Front and into the Company settings tab, and select Inboxes. Select the inbox containing the channel you'd like to modify.
Step 2
Click into the Channels section and expand the channel settings for which you wish to enable or disable auto-assignment on first reply.
Step 3
Turn the toggle on or off for Auto-assign conversations on first reply.
Step 4
Click Save.