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Integrations – all your apps in one place

Every team relies on a set of tools to get work done. CRMs, project management tools, knowledge bases, and more — these are all critical parts of your business’s unique puzzle. With Front, you can connect all these tools into one central place: your inbox.

Connect Front with your most trusted tools

When you start with Front, you’ll have access to many integrations right off the bat, Some of the most popular integrations are:

CRMs: Log activities and update opportunities without needing to switch back and forth between tools.

  • Salesforce

  • Pipedrive

  • Base CRM

Project management apps: Create or update tasks right from your inbox –

  • Jira

  • Asana

  • Github

  • Trello

Company admins can enable integrations for all teammates. Each integration differs very slightly in set up, but in general it’s a very simple process and can be done in a few clicks. You can also create a custom integration using our API.

Once enabled, all teammates will be able to access and use the integrations in Front by simply signing in with their individual credentials for that app the first time they use it. This will sync the data from the third-party app into Front. 

Integrations gif

How do integrations streamline your workday? 

There are several ways that integrations can integrate (pun intended) into your workday. You may want to refer back to data held in another app, or maybe you’ll want to create a project or task right from your inbox. Here are popular ways teams use integrations in Front to work more efficiently:

  • Salesforce: View information about a contact, update details on the account, or view open opportunities —all without leaving your inbox.

  • Asana: Easily create tasks from Front so you can track and prioritize work or change project status, without losing the context from your email.

  • Jira: Easily escalate issues or bugs to Product or Engineering directly in Front. Attach the customer message directly to the issue so the team can read real customer feedback.

  • Zapier: Trigger an action in another tool that Front doesn’t integrate with or vice versa. Internally, we use it to do proof-of-concept testing: for example, when a conversation comes into Front, we use Zapier to look at the from recipient, cross-reference Salesforce to find the account they are associated to, and then apply a tag based on the segment so the support team can more easily prioritize their queue.

  • Slack: Send a notification to a Slack channel, get a Slack alert for urgent messages in Front, or send a Slack message to Front — that way you won’t forget to take action on it or follow up.

Accessing integrations from Front

Your apps can be accessed in Front in several places.

Tag menu

When you click the tag icon on a message, you can do more than just tag! When you enable project management integrations like Asana, Github, Jira, and Trello, you'll be able to link the open message with an existing task or issue in these apps, or create a new one. 
And, when you mark a task or issue is complete in Jira, Github, and Asana, it will reopen the conversation in Front so you can get back to the customer and let them know the issue is fixed.

tag menu

Integration panel

On the far right side of your Front inbox you'll find the integrations panel. Use the arrows to have it expand or collapse at any time. This is where all your enabled integrations can be found. When you click on a tool, it’ll open so you can reference the information in that app or make updates in real time. 

For example, if you open an email in your inbox and want to consult your trusty CRM, you can pop open the integration panel and scroll to the app of your choice. Most integrations will display information directly related to the open message based on the email address of the sender. Then, you can view important context or update an opportunity — all from Front. 

Set up an integration channel

You can also integrate certain message channels with Front, such as Chatra, Aircall, or Delighted. These allow you to send or receive messages through that app in Front. These are set up in Front from your integration settings in the partner app – here’s an example from the Chatra integration.

For example, the Aircall integration logs your call activity and voicemails in an inbox in Front as messages for follow up, or the Delighted integration will sync all your NPS surveys as messages in Front for you to reply.

You can organize integration channels into any team inbox, like a "Support" inbox for your support@ email channel and Aircall calls, or you can create a separate inbox for each.

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