How to use Teammate Groups in rules

Overview

Teammate Groups allow you to create centralized lists of users that can be easily referenced in any of your rules. Many rules reference a list of teammates, for example, checking if an inbound message arrived in the inbox of someone in a specific department or notifying everyone in a particular time zone. 

Keeping these lists accurate and up to date can be tedious and error-prone as you create new rules or as teammates come and go. Teammate Groups make the process cleaner and quicker.


Create or edit Teammate Groups

You need to be a company admin to create or edit Teammate Groups.

Step 1

Click the gear icon on the top right of Front and into the Company settings tab.

Step 2

Click Teammate groups in the left menu.

Step 3

Click Add Teammate group, or click an existing group you want to edit.

Step 4

Fill out the fields:

  • Name: The name of the group.
  • Description: A description of the group (optional).
  • Teammate group members: Select the list of teammates that will be part of this group.

Step 5

Click Create Teammate group when finished. Click Update group if you’re editing an existing one.


Import Group members

Group members can be added in bulk via CSV import. Many employee directories, such as Azure Active Directory, Okta and Google Workspace, allow you to export users/user Groups to CSV, which can be used to populate your Teammate Groups in Front.

File formatting

Column headings and naming conventions are critical for a successful import. The file must only contain one column described below:

Column heading

Teammate field

Example value

teammate_login_email

Login email of the user

teammate@front.com

You can download a template file with this format by clicking Download CSV Template in your Teammate Group.

Example CSV file:

Important to know

  • You can upload up to 1000 rows in a single upload.
  • If the email does not correspond to an existing user, then they will be skipped. The remaining users will still be imported successfully.
  • Pending teammates (those who have been invited to Front, but have not yet logged in) can be imported to the Group.
  • If the teammate is already a member of the Group, then they will be skipped without error. The remaining users will still be imported successfully.

Import instructions

Step 1

In your Teammate Group, click Import CSV.

Step 2

Click Choose file and select your file. You can also drag and drop your file from your computer into this section.

Step 3

Click Import CSV.

Step 4

Click Create Teammate group when finished. Click Update group if you’re editing an existing one.


Using Teammate Groups in rules

Teammate Groups can be used as part of a rule in any place where it is possible to select multiple teammates. For example, this includes the rule conditions:

  • When assignee is changed to…
  • If assignee is…
  • Then assign teammates… (using Round Robin or Random)

You can select multiple Groups, or a combination of Groups and individual teammates.


FAQ

Can I assign conversations to a Group using load balancing?

No. It is not currently possible to assign to a Teammate Group using load balancing.

Who can use Groups in rules?

Any teammate can select Teammate Groups in personal, team, or company rules after the Groups have been created by a company admin.


Pricing

This feature is available on the Scale plan. Some legacy plans with different names may also have this feature.

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