When to use Teams

Overview

A Front account can contain many Teams. A Team is a distinct workspace within Front. Team members can have access to multiple Teams and can manage inboxes across each of them.

Teams are distinct entities in Front. Each Team manages their own channels, canned responses, channels, tags, contacts, and analytics and do not have access to those of other Teams. Members of multiple Teams can toggle between them, but otherwise users will only see their own Team’s workspace.

The purpose of Teams is to allow organizations to have multiple Front workspaces within one account. Billing and SSO are unified across all Teams. Integrations and plugins are not currently separated per Team.

Follow these instructions to learn how to create a new Team.


How can you work with users across Teams?

Any user in your company can @mention, invite, or assign a conversation to a user who is not in their Team. This means that if User A is on Team Z, and User B is not, then User A can still @mention User B into a conversation that lives in Team Z.

When a user does not belong to the Team, they can:

  • Comment, @mention, assign, and share drafts in conversations they participate in
  • Archive, snooze, or delete the conversation in the team inbox if they are the assignee
  • Reply from their individual email channel
  • View team tags applied to the conversation
  • Be tracked in Team analytics

When a user does not belong to the Team, they cannot:

  • Reply from the team channel
  • Reply to non-email conversations
  • Add or remove team tags
  • Access team canned responses
  • Access team signatures

When should you use Teams?

Here are some tips on when to use Teams within Front: 

Business hours

When measuring analytics, you might have teams that work off of different business hours. If they want to make sure their analytics are based on specific operating hours, companies will want to separate their departments into Teams and set different business hours for each Team.

Organization

It's helpful for teammates to have visibility into only the Team that is relevant to them, which reduces clutter and increases focus and productivity. For instance:

  • The rule engine of a Team will only display teammates, inboxes, canned responses and tags that are within that Team, so teammates don't need to sift through items from other Teams.
  • A teammate of one Team will see Teammates of the same team.

Contacts

The new Contacts in Front replaces Team-based contacts with a unified Company-wide contact record. Customers will be progressively migrated to the new Contacts over the course of March 2021. Learn more

In the new Front Contacts, a contact is only visible by default to teammates or Teams that have conversations with that contact. From there, users can mark a contact as a Company Contact to make it visible to all Teams in Front.

 

Teams can be useful to ensure that:

  • Sensitive contacts that only one Team is communicating with are not made visible to other Teams that aren’t talking to that contact. 
  • Contact Groups can be created that are only visible to a single Team

Administration

Many organizations often have mid-tier managers to administer the immediate team they manage, but IT does not want those managers to have company administration access. With Teams, these managers can be Team Admins and provision teammates, inboxes, rules, canned response, tags, signatures, and roles just for their immediate team without the distraction of other Teams. 


When not to use Teams

On the flip side, here are some instances when we may want to think twice about using Teams:

Admin wants users to have access to different inboxes 

Admins can already provision access for specific teammates to specific inboxes. You don’t need Teams to accomplish this.

Admins want canned responses/tags to only show for some inboxes

Admins can provision canned responses and tags to specific inboxes. You don’t need Teams to accomplish this.


Pricing

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

Need a consultation on whether Teams is right for you? Contact us and a member from our Customer Success Team will help you out! 

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  • I am revisiting the idea of using teams... we haven't been able to yet because Frontapp doesn't seem to allow us to everything we need it to yet - BUT here's a question.

    Can I have one channel exist on multiple teams?

    There are some channels that we have currently that cannot be "split" very easily on our end, so it'd be great if we could have them in each team. A "shared channel" example is our Facebook business page. Obviously, we have different location's pages, but the way FB is structured it still comes into the same box. We'd prefer this feature (for now) with our Aircall inbox as well...

    We already know you won't allow us to have multiple email inboxes and we're thinking we could set up mail forwarding or something to combat that... but I [wonder if] being able to send it to another team directly without needing to forward the message would make more sense...

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  • Allie Huang you're not able to have the same channel exist across multiple teams. The reason we implemented Teams this way is based on how we think about work being done within Front. At the end of the day, having the same channel across multiple teams would result in duplicate work and efforts. 

    In your example for Facebook, perhaps creating a Social Media Team that multiple locations work out of would be an ideal set-up. Everyone who manages those channels will be part of this one team and can collectively manage messages that belong to their location, from the same shared inbox.

    In regards to email, since each Team effectively functions as a silo, if you have one message sent to two separate teams, or you forward an email from one team to the other, the emails are 'split'. To add some additional context, what I mean by 'split' is each conversation will exist independently within each Team, therefore one team can act on their copy of the email without impacting the other team's copy. Regardless of which option you chose to move forward with, the underlying logic will still be the same.

    Let me know if you have any additional questions and thank you for sharing!

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