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Guide - 5 Min Read

Automate your team's workflow

Scale your team’s impact by automating busywork, getting messages in the right hands faster, and making it easy to prioritize work.

Your team has customers to impress and missions to achieve, so there’s no time for admin tasks – especially as you grow. Front is built to streamline your workday and save you time so you can focus more on quality customer communication than chores like organizing messages. This guide will walk you through how to make more of an impact by automating your team’s workflow. 

Prioritize the right work

Let’s start with your personal inbox. Front’s philosophy is to treat it like your to-do list, so you stay on top of what matters most.

An open/archive mentality

Read and unread messages clog your inbox and create confusion by living in the same place.  Try to archive the messages that don’t require action. An open message should be one that you can act on today. If it’s not meant for you, assign it to someone else – which we’ll cover in the next chapter. 

Snooze messages for later

Some messages don’t require an immediate response, or aren’t your top priority for the day. When that’s the case, you can ‘snooze’ it for any day or time you want. Snooze means it will reappear in your inbox at the scheduled time, and you don’t have to worry about it slipping through the cracks.

Snooze gif

Get messages in front of the right eyes

When a variety of your communication channels are connected to your team inbox, it’s easy to feel overwhelmed by the amount of messages. Categorize messages and give them an owner to help focus your team and improve response time.

Categorize work with tags

Organizing customer messages by urgency, project, customer location, and more helps you to see what your team’s workload is looking like in a single day. Choose language you already use—only your company sees them. By tracking tags in your team workspace, you’ll see when more people are needed on a specific project, or when there’s an increase in demo requests after a new feature launch. Labeling these messages helps avoid context switching and prioritizes the most urgent items. 

Assign messages to a clear owner

Give messages an owner with a simple click. They’ll be notified and the message will appear in their inbox as well as their “Assigned to me” section, a clear signal to start taking care of it. This gets messages in the right hands fast, without losing your team’s sense of collaboration and visibility.  Have time to handle it on your own? Assign a message to yourself and take it off of your team’s plate. 

assign gif

Triage and escalate messages automatically

Rules do the work for you. Set them up to triage messages immediately, automatically tag or assign messages, and save your team time. 

Automate tagging, assigning, and triaging by creating rules

When you create a rule, you create an automated process that escalates messages for you and helps your team. Rules are a no-code way to create the exact workflow your team needs, while using the best of Front’s features. What does your team need to succeed? Assignments? Message templates? Rules can do that. Spending some time creating rules early in your Front journey will help your team be even more efficient. The combinations are nearly limitless, but an example of a rule could be:

When: there’s an inbound message

If: the inbox is [inbox name] and from an email address that contains [@domainname.com]

Then: Add tag [select tag]

rules image


You can customize rules in a variety of ways to fit your team’s needs. Some examples are:

  • Time-based rules

  • Routing rules

  • Archiving rules

  • Tagging rules

  • After hours rules 

Use SLAs to help your team meet response time goals

An SLA, or Service Level Agreement, is a goal or agreed upon amount of time for businesses to respond or resolve client messages. Even if you don’t have contractual SLAs in your client agreements, setting specific response time goals helps you understand and improve your customer experience. Front’s SLAs can be customized to automatically route inbound conversations to a specific team or employee, classify them with a custom tag, and then send them to another application, like Slack. Any customer-facing team who wants to improve their client communications workflow and ensure nothing gets missed can benefit from Front’s SLAs.

Human-touch, at scale

The magic of Front is in its personal touches, with customized message templates and signatures. Front automates your busywork to keep your teams happy, and adds a personal touch so your customers feel connected.

Save common messages as message templates

Create message templates to save time and keep responses on brand. You can think of message templates as canned outlines to your most common responses; your team selects which one fits their needs, then spends some time personalizing. Rather than a common response, you’ll keep the tone and voice consistent for your customers. As a bonus, message templates make a great training tool by helping your team learn how to talk to customers over email.

canned response gif

Create multiple signatures

Front allows for endless ways to collaborate, and soon enough you’ll be working on a single message with a handful of others to make it awesome. To deliver a consistent experience for your customers, create multiple team signatures so your team signs off on emails the same way, every time. It’s always easy to opt out and use your individual signature instead, but admins can create as many team signatures as they want to provide options. 

Keep learning

Guide - 6 Min ReadCreate a successful Sales team with Front
Your customers demand a first-class experience. Front helps you personally ensure your customers’ desired outcomes at any scale, without sacrificing customer experience. The heart of every Sales team is communication between customers and teammates. With high-touch, personalized messages, Front is built to help your team go the distance. In this guide you’ll learn how to set up the product to help your team collaborate efficiently, close deals,  Once you’ve set your team up using our getting started guide, it’s time to think about a strategy for helping your Sales team thrive. Front is built to be customized to your team’s needs, meaning that you can design the workflow that helps close deals faster, work together on difficult messages without leaving your inbox, and get visibility into what you care about most. This is a guide about how to use Front to support and improve your Sales team.  #Automate workflow A workflow built to close deals quicker Setting your team up for success means establishing a natural workflow that eliminates busywork and clears the way for higher quality connections with potential customers. Here are 4 actions to take that help streamline your workday.  Team inbox setup for Sales Front’s team inbox is a shared inbox that incorporates all your communication channels into one place. There are a variety of ways your team connects with leads – be it your sales team email or website chat – and by connecting all of those channels to your team inbox, it’s easy to get to work. Think about your most commonly relied-upon communication channels and connect them with your team inbox, then invite all your teammates to the inbox. This means everyone will be able to see what’s on the agenda each day, prioritize work together, and avoid context-switching by looking at different web pages to communicate with customers.  Assign owners to inbound messages  As you watch the messages stream into your team inbox, start assigning them owners. Once someone is assigned a message, it shows up in their personal workspace so they can get right to it. And, you’ll be able to see that the message is assigned and feel confident moving onto the next one. If you want to stay in the loop on a conversation not assigned to you, simply subscribe to it.  Automatically sort leads and prioritize outreach Triaging requests can feel like a tedious task – set up a rule and have it done for you. With rules, you can automatically route, tag, and assign messages by sender or content. Want all demo requests tagged as “Demo” and assigned to Samantha? There’s a rule for that. Want to make sure all inbound messages are responded to within 2 hours? Set up an SLA.  Get reminders to follow up later Sometimes it takes a couple tries to get a response. By hitting “snooze” on an email, or “send and snooze,” you can set up an automatic reminder to check in on a message. So if you haven’t heard back on a big deal by tomorrow morning, the message will pop back up in your inbox so there’s no chance of you dropping the ball.  #Work together Work together to enhance customer messaging Customer communication is a team sport, and being able to leverage the expertise of your team is critical. That’s why collaboration is built into Front’s product. Here are some ways to use the product to work together, better.  Comment on emails to get help on a deal or align on strategy  Tap a friend for a second opinion, or clue someone in to a deal with a client by commenting directly on an email. This replaces messy forwarding chains and makes collaboration much more actionable; when you at mention someone, they stay in the loop and provide support as you go back and forth with the client.  Perfect your outreach by drafting emails together Closing a deal with a VIP opportunity, or stumbling on how to craft an outbound message? Write up an email draft and share it with a teammate. They can then review, edit, and write the draft with you so there’s double the amount of thought put into your most important messages.  If your Sales team is distributed, hop on a quick Zoom call from Front When collaborating via comments and internal discussions doesn’t do it for you and your team isn’t all in the office, start a Zoom call from the comment bar. This brings the spontaneous brainstorm with teammates to wherever your team is, and you don’t even have to leave your inbox to do it.  Create message templates for consistent and fast responses Voice and tone matters when reaching out to prospects or responding to requests. Save message templates for your team to personalize and use for common emails. This helps saves time and keep initial conversations consistent.  #Context at a glance Get customer context at a glance Use your team’s most critical tools – from Salesforce to Asana – right from Front. Or, create a custom integration with our open APIs.  Integrate your favorite CRM into Front It’s easy to get distracted when switching between tabs or hunting for important customer info. Use your favorite apps from Front with our integrations. Once they’re enabled, just sign in using your login info and you’ll be able to access your most relied upon tools without context switching. Here are our very own Sales team’s favorite integrations:  Salesforce Outreach Aircall Drift Create custom integrations with Front’s open APIs Front’s open API allows customers to build a window into their own systems, whether it’s their own in-house database of customer information or building a separate integration into a tool they need. #Measure success Track your success Use tags in your team inbox to organize prospects and get visibility into progress Tags and channels in your team inbox are ways to sort your incoming messages by type, sender, urgency, project, etc. Set up a tag for hot deals in the works, or create a channel for live chat. Once you’ve done this, and created rules that automatically sort messages into those tags, you can view analytics on each one. For instance, view how many messages are actually coming into your sales email, or what clients and projects are requiring the most work.  Use Analytics to report on sales activity and response time Want to see how your team is tracking against your internal goals? Use Analytics to see how quickly teammates are responding, which customers write in the most, or when your busiest hours are. Then, adjust accordingly by finding out who needs more support and where there’s an opportunity to create a better customer experience. 
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Guide - 6 Min ReadManage customer messages with ease
When it comes to managing customer messages, our approach is to save time sorting through, escalating, and assigning messages and spend it instead on improving the quality of the engagement with your customers. This is a guide on how to adopt that philosophy and make it simple to manage customer messages. #Setup Set your team up for success Make it easy on yourself and your team by doing some quick work on the backend that’ll make it simple for them to handle incoming messages.  Roles and permissions As you add new teammates to a team inbox and expect them to tackle customer communication, be sure to choose the right permissions for each person.  Default On any Front plan, you’ll be able to assign each teammate one of two default roles: Team Admin or Team Member. Here’s a table that covers what permissions are enabled for each role. Many leaders choose a selection of teammates to be Team Admins so they can help you create rules, track success with analytics, and keep the team inbox in check.  Custom If you have an Enterprise plan, you can create custom roles and permissions. Say you want the Team Lead to be responsible for creating all message templates and rules. Custom roles and permissions allow you to create a role with those unique abilities in Front. Then later down the line, when you want 2 other teammates to do the same, you can simply give them that same role and be on your merry way.  Shifts and load balancing  Shifts and load balancing prevent customer messages from getting backed up in your queue, while also preventing individual teammates from being overloaded with work. When you set up shifts, messages that are typically routed to someone who happens to be off duty will be flagged for someone who is on duty, so customers don’t have to wait for a reply. And, this means that when your teammate returns to work the next day, they aren’t immediately swamped with day-old emails. Another way to support your team is to set up load balancing, which places a limit on how many messages can be assigned to an employee at a given time .   You can monitor how much work each employee has in your Analytics tab. This way, you have an accurate sense of how much is on someone’s plate and can help distribute the work before your customers start to feel the impact of an overworked team.  Turn your inbox into your to-do list With Front, you don’t use a Read/Unread mentality. Instead, we use Open/Archive. With Open/Archive, your inbox is designed to be more of a checklist rather than a catch all. That way, there’s no confusion around what needs to be done: every message that’s in your inbox’s ‘Open’ tab needs to be worked on. So instead of leaving read messages left to cause clutter, snooze the ones you’ll get to later, and archive the ones that you don’t need to take action on. Easy emails to archive are: App notifications or reminders Emails informing you of something, but that aren’t prompting anything (think newsletters, daily reports, etc.) Conversations that seem to be ending (they’ll always pop back up if someone pings them again!) You can find any email in your Archive tab, so rest assured they won’t go missing. This way your open messages can be treated like your daily agenda, you inbox won’t stress you out every time you open your computer, and you won’t accidentally miss messages. #Organize & prioritize Organize your inbox There are many ways to sort and triage messages as a team in Front. You get to choose the methodology that works best for you. Assign messages an owner With Front you can give every message a clear owner so everyone knows what they’re responsible for handling. When you assign it, the message will appear in that teammate’s “Assigned to me” section of their inbox and will no longer be in the “Unassigned” tab in the team inbox. Your team can move on and rest assured it’s taken care of.  Tagging  Create tags to categorize messages by project, client, or urgency. Then, you can pin them to your workspace and drag messages into them. This way your whole team can see how to prioritize their work and what’s on the docket for the day.  #Route messages Triage and route messages No need to spend your time tagging messages, routing them to the right person, or flagging them as urgent to the team – set it up to happen automatically with rules and SLAs.  Rules  Rules are if-then automations that let you put certain actions on autopilot. Set up rules to automatically triage and route the messages for your team, so you can spend more time on your customer. There are a variety of ways that rules come in handy: Route messages to tags based on the content in the email or the sender.  Automatically assign messages by sender, subject, or keyword to a teammate with the expertise to respond. Avoid overwhelm and get back to customers faster by setting conversation limits for each teammate and automatically assign new messages to the teammate with the fewest open messages. SLAs Service level agreements (SLAs) are agreed upon response times between you and a customer, because people want to trust that they’ll get taken care of. Front’s SLA rules help your team meet these goals and stay on track. Set up SLAs and tags like “SLA breach warning” to make sure you never let a customer message fall through the cracks. #Audit & Improve Audit and improve So, you’ve set your team up for success, created rules to automate triaging, and your team is making customers happy left and right! It’s time to measure and showcase just how well your team is handling messages and find ways to improve.  Analytics  Analytics help you make informed decision and handle customer messages better. Track how quickly your messages are being resolved, how much each teammate is handling, or which customers write in the most, among other things.  Get visibility into what kind of messages you’re handling: By tagging messages by product, feature, location, customer, or project, you can track the volume and frequency of customer messages around certain topics. View a report on any tag in Analytics to figure out what kind of work your team is up to the most.  Track team performance: Track response time, handle time, resolution time, and more on a team and individual basis to see how your team is handling messages. This data helps you find ways to improve your customer communication, whether you’re deciding it’s time to hire more help, or finding a better way to distribute and escalate messages. 
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