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Front’s Rules Library: A collection of 26+ workflows to discover and customize as you scale

Typically, Rules aren’t that fun to talk about; like when you weren’t allowed to have dessert until you finished your broccoli. 

Rules in Front, on the other hand, aren’t about restriction at all. We like to think of them as an invitation to customize Front to bring out the best in your team. 

Front’s Rules are essentially the building blocks to automate customer communication and team workflows. They’re simple “if-then” conditions that reliably automate tasks to save time and increase your team's efficiency. In the backend, they look sorta like this: 

rule setup

Creating team Rules makes your workflow more efficient and helps you scale by automating tasks so you can spend time on your customer interactions instead. But we don’t want you to have to start from scratch. 

Introducing the Rules Library, a curated collection of popular team Rule templates you can customize and use in a matter of clicks. Discover new workflows to implement for your team, and save time writing the recipe.

rule library gif

The Rules Library serves as a source of inspiration, highlighting 26 of our most popular Rules. Not only can you discover new Rule templates for your team, but you can activate them in a snap – making managing your team much more efficient. The library is full of templates to help:

  • Ensure your team replies on time

  • Route messages to the right person or team

  • Give your team appropriate visibility 

  • Keep your inboxes tidy

  • Increase your team’s efficiency  

Ready to find new Rule templates and scale your team’s workflow? Here’s a preview of 6 actions you can automate from a template in our new Rules Library.

1. Never miss your Service-Level Agreement (SLA)

Tag un-replied messages after a specific time elapsed to surface possible breaches.
For example, if a support team has a 24 hour response time turnaround, you can automatically apply a tag like “SLA warning ” to messages approaching a breach to escalate them and signal to your team to prioritize that work. 

Or, automatically assign messages at risk of a beach to a specific teammate so they can tackle it right away. 

SLA rules library

2. Automatically assign messages to a teammate after applying a tag and take that task off everyone else’s plate

For example, perhaps Shanice handles all communication with Disney, a VIP customer. You can automatically tag their messages with a “VIP” tag, then assign them to Shanice so it’s the first thing she’ll see in her inbox. 

Or, let’s say Tommy handles all escalated support inquiries related to a specific high-end component called ‘MDJ-11’. This Rule template could automatically assign him messages anytime someone on the team applies the tag ‘MDJ-11’. This saves the team time from having to manually apply the escalation tag and then also manually assign the messages to Tommy.

rules library assign

3. Get a notification when extra-important messages arrive

Alert teammates to messages sent from a person or address. For example, Mike is the CEO of a critical account; you can use a Notify Rule template to ping your inbox whenever Mike emails any team inbox, be it support@, finance@, or complaints@, so you can keep an eye on, or even intervene, when needed.

You could also configure the Rule to notify a CSM whenever their account writes into support, so they can reach out and make the personal connection. 

rules library notify


4. Move messages to organize your team’s work

Move emails to another inbox when needing to escalate an issue. For example, if a support request tagged as ‘tier 1’ can’t be addressed by that team team, the rep could apply a ‘tier 2’ tag, triggering this Rule to automatically remove the ‘tier 1’ tag and move the message to the tier 2 support inbox for that team to address.  

You can even customize it to un-assign the message in the process, and route it to someone else. This saves that rep valuable time from having to manually remove a tag and move the message. Tag it and let Front do the rest so you can move on with your work.

rules library move

5. Archive messages to clear up inbox clutter

Archive email that don’t demand your team’s prioritization based on content. 
For example, if you want to filter out non-urgent newsletter emails, you can use an Archive Rule template to archive messages containing the word “newsletter.” Remember that in Front, your inbox is your to-do list, so archive messages that don’t require action – you can always browse through ‘em later!

You could also choose to automatically archive all dropbox edit notifications, calendar confirmations, or other non-personal emails that don’t require immediate attention.

rules library archive

6. Reply to messages that can’t wait 

Send message templates to messages with a predictable reply, like when a message is received outside of business hours. For example, Rob’s shift is from 8 am - 5 pm M-F, and he wants to highlight specific resources for different accounts while he’s out. He can use the Reply Rule template to ensure each account receives an auto-reply with their personalized resources.

We also like to automatically send a message template if a message hasn’t been replied to right away. We’ll let the customer know we’re on it if they haven’t heard from us within 12 hours, and then will tag the email with an “Urgent” tag so we know to look there first. 

rules library reply


We’ll be adding more Rules to the library regularly, so check it out regularly. If none of the Rule templates in the library work, no problem; you can always create custom Rules leveraging ‘if-then’ conditions. 

Head on over to the Rules Library now to explore the templates and get inspiration for your next game-changing workflow. Here’s to more time spent on what matters – we’ll take care of the rest.

Keep learning

Customer Story - 3 Min ReadHow MNX uses Front to manage high email volume
MNX Global is a premium logistics provider that provides customized, expedited transport for the biopharmaceutical, life sciences, medical device, aviation, and entertainment industries in more than 190 countries. With 24/7 client service spread across multiple continents, they use Front to manage high email volume and stay on top of response time goals.  Originally, they used Outlook to manage high email volume. According to Director of Aviation Services Douglas Kurtz, Outlook couldn’t quickly triage or assign emails, or provide them will visibility into the audit trail of a message or success metrics. They switched to Front so that could collaborate effectively and work more efficiently.  They've used Front’s automated Rules and SLAs to help their team reply faster to customers, and they rely heavily on Analytics to give them insights to make more informed decisions. All this automation enables them to be more productive and stay on top of demand. Automate message routing with Rules that will triage, categorize and assign messages for you. When there’s high email volume, there’s no time to comb through the messages manually and give them an owner or categorize them – that’s where rules come in . SLAs make it easy to reach response time goals by escalating messages  – with a direct assignment, ‘Breach warning’ tag, or even sending them to an ‘Urgent’ Slack channel – that are close to a breach. Analytics turn insights into improvements to help teams understand how their team is performing, their customer needs, and busiest hours, among other things. By paying attention to these insights, teams can know when to hire, who needs more support, and how to improve customer experience. “We have the data to say, ‘Okay, Sunday will be 1/4th of the volume of a weekday,’ so we can staff appropriately,” Douglas Kurtz, Director of Aviation Services, MNX Rules and SLAs have helped MNX ensure every time-critical message gets into the right hands so they can reply quickly, while analytics has helped them track business-critical metrics, set team benchmarks, and make informed decisions for the future. Do it yourself Rules Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah. Step 1 Go to Settings by clicking on your avatar in the top left → Rules & SLA → Add team rule Step 2 Set the When trigger to Inbound messages. Step 3 Set the If condition to: Inbox is the team inbox this rule should apply (e.g. Support inbox), AND Subject contains and Body contains to the word of your choice (e.g. billing). Ensure these are connected by an OR condition. Step 4 Set the Then action to either of the below: Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition). Move to inbox action to move it to a different inbox. Tip: Click Add action and add a tagging action. This will help with general organization and future analytics reports. SLAs Front’s SLAs help teams create and achieve response time goals. You can customize your escalation path and have messages on the brink of a breach prioritized: Tag it to alert your team Set up custom notifications Reassign to another teammate Move to an urgent inbox Then, view your SLA report to view analytics on how your team is tracking towards their goals. You can even share your SLA report with your team or customers to showcase how amazing your team is doing.  Analytics MNX uses their Analytics tab to get insights into employee performance, customer needs, and more so they can constantly be improving their workflow.  They’re able to anticipate when it’s time to hire by evaluating when their team is overwhelmed, see who’s equipped to handle the largest deals, and anticipate their busiest hours. 
Read customer story