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Guide - 5 Min Read

Get started in Front

Welcome to Front! We couldn’t be happier to have you along for the ride. Here we’ll give you all the details you need to know when you’re setting up Front for your team. You’ll learn how to:

  • Set up your new workspace

  • Create shared inboxes

  • Collaborate with your team

  • Create team tags, rules, and message templates

  • Connect integrations

Read through this guide to make sure you set up Front exactly how your team needs. After that, you’ll be ready to invite your team to Front. Let’s dive in!

Set up your new workspace

We’ll start by familiarizing you with your workspace. If you haven’t already, watch our video on how to navigate Front so you’re comfortable here. Begin to play around a bit and personalize your space:

  • Make your profile personal by adding a picture, specifying your user name, and setting up your personal signature. You can do all of this in your settings.

  • Set up your notifications so you never miss a message (but you still get your focus time!).

  • Click into your calendar on the right side panel so you don’t have to leave your inbox to schedule or join meetings. If you’re a Gmail of Office365 user and have added your personal email (rather than just a team email), you can sign in to get Calendar going. 

  • Try sending an email to a friend! From their perspective, it’ll look like a regular old email.

  • Subscribe to and mute conversations to prioritize your inbox.

Create shared inboxes

In Front, your shared inboxes are called Team Inboxes. Team inboxes are where you and your team will manage and collaborate on messages together.
Channels are the different types of messages you can add to Front, like Twitter, SMS text, live chat, and more. Inboxes can contain many different Channels. 

Here are some popular inboxes we have set up at Front: 

  • Sales: A team inbox for inbound leads that includes a channel for our inbound sales email and a channel for our business’s social pages (e.g. Facebook)

  • Support: A team inbox for customer support. We add a channel for our support email, and another for our website chat (e.g.Intercom, Smooch, Front Chat, etc.)

  • Marketing: A team inbox for all inquiries about PR, partnerships, and content.

Team inboxes gif

Collaborate with your team

Now that you’ve set up the basics, it’s time to start playing around with all the different ways your team can work together. Try these actions in Front — they’re game-changing features you won’t find in regular email:

mention gif

Create team tags, rules, and message templates

Once you have a shared inbox set up, it’s time to personalize Front for your team. You can start by creating a team tag, a rule, and a message template. 

Tags allow you and your team to categorize messages and prioritize work. We like to create tags for:

  • VIP customers

  • High value prospects

  • Refund request

  • Urgent messages

  • Bugs

Learn more about setting up Tags.

Rules let you automate communication and assignment processes so you and your team don’t get bogged down with time consuming administrative tasks. An example of a rule would be:

When: there’s an inbound message

If: the inbox is [inbox name] and from an email address that contains []

Then: Add tag [select tag]

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 

Read this guide for all the details about rules.

Message templates save you and your team time. When you’re writing a reply you write often, you can create and save a message template, then select it next time you come across a similar message. Message templates are especially useful for things like:

  • FAQ style emails

  • Billing questions

  • Meeting requests

  • Proposals and pricing

  • After-hours responses

Learn more about creating and using message templates.
Now it’s your turn: Take a moment to create one of each: 

  • A team tag

  • A rule

  • A message template

  • A personal signature

Read more about automating your workflow in Front. 

Connect integrations

The last step is connecting Front to the other apps you and your team rely on. Make sure the tools that your team loves are connected by setting up your integrations. You’ll find that there are already some common integrations connected in your integration panel, like Salesforce or Shopify, so all you’ll need to do is sign in to those apps to get started. Here are some customer favorites:

  • Salesforce

  • Asana

  • Jira

  • Github

  • Nicereply

  • Hubspot

  • Pipedrive

  • Aircall

Integration panel - Reference Salesforce gif

Read more about integrations. 

Invite your team to Front

Now, take a minute to congratulate yourself: Front is lookin’ good for your team! Double check with this checklist before reading on, where we’ll outline everything you need to know to invite your team to Front.

This is also a great time to set up team email signatures for your teammates to ensure email signatures are the same across your organization.

Learn more about creating team signatures.

Next steps

It can feel like a leap to leave behind your routine email structure and communication process, but we know that once you’re set up properly your team, clients, and inbox will all be thankful. Take a moment to set your team up for success and make sure nothing’s missed.  If you’re ready for more, check out these resources:

  1. Invite your team to Front

  2. Boost your personal productivity in Front

  3. Learn more about improving customer communications with Front

  4. See how you can measure results with Analytics 

  5. Set up an SLA to improve response time

Keep learning

Customer Story - 4 Min ReadFront’s automation features save each Instructure employee 10 hours a week
Learn how a leading Saas company has used rules, tags, and assignments to improve their workflow, scale personal customer communication, and ultimately save each employee 10 hours a week with Front’s automation features.  Instructure is an educational software company that makes teaching and learning easy. They rely heavily on the personal support their customer success team provides. As they grow, they’ve been able to keep communication personal using Front’s ability to automate triaging, routing, and managing their messages. You may be asking – how can my customer success team do the same?  They’ve used 3 key features in Front to improve customer communication and build strong, more personal relationships with clients as they grow without turning to a helpdesk solution that sacrifices high-touch communication. Rules have helped them automate their entire workflow. They now save time on triaging messages, escalating urgent ones, and categorizing their communication.  Assignments allow incoming messages from clients to be assigned directly to the specific CSM overseeing the account Commenting has streamlined teamwork on customer messages. Head of Customer Success at Instructure, Patrick, says “We’re not having to forward and have multiple copies of every email. There’s one thread, and all the comments and information you need are on it.” The more seasoned team members can add their comments to assist the rest of the team. “We can route messages to the right person internally without extra work, so customers get a smoother experience,” - Patrick, Head of Customer Success at Instructure  Rules, assignments, and commenting are now the backbone of their workflow. By automating the routing process, each person gets on average 10 hours a week back to personalize their communication. Freeing up time to X, Y, Z  has helped Instructure grow and sustain close, engaged relationships with their clients, and ultimately improve their customers’ experience.  Curious how to do it yourself? Check out the inspiration below.  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. Tags Here are some tags that teams like Instructure find helpful: Renewals so that your team immediately sees messages with this tag as an opportunity, and employees who specialize in renewals can act fast Feedback so that your team can dedicate some time regularly to review client comments on what is and isn’t going well, and you can see how it changes overtime Urgent so that any message that contains keywords that express urgency – like “right away” or “ASAP” – can be tended to first VIP so that Enterprise customers or large opportunities never slip through the cracks Because Front offers a multichannel team inbox, it’s also very helpful to have tags that organize communication by platform, like the following: SMS messages Tweets Facebook messages By creating rules that tag messages based on content – like a keyword “renew” – it’s easy to categorize and prioritize work. To automate messaging and save time like Instructure did, you can follow the same rule creation steps above, but choose to add a tag as the last step: Comments Commenting is an easy way to loop in teammates, flag a message, or phone a friend for help. Just at-mention someone’s name and they’ll have access to your full conversation. Still need support? Share a draft with them as you work on your response.  Another way to collaborate in Front is to start an internal discussion. This is a casual, yet still advanced, way ot chatting with coworkers. Write to one person, a few, or an entire team inbox so that you don’t have to leave Front and context switch, or lose track of important topics, as you chat. 
Read customer story