Operations team setup checklist

Add your team

Giving your team access to your Front account is the first step. You’ll then be able to set them up with the proper permissions and access for efficient Operations team functioning.

• Invite your teammates

• Promote any teammates to admins if they will help manage your Front account

Create inboxes

Inboxes keep you and your team stay organized and help get more work done. Inboxes can contain multiple communication channels.

• Add your individual work email to Front

• Add a team inbox for inbound operations requests

  • Add a channel for your inbound operations email

  • Add a channel for your company’s social pages (e.g. Facebook)

  • Add a channel for your company’s website chat (e.g. Intercom, Smooch, Front Chat, Form, etc.)

• Give your teammates access to the inboxes and folders they’ll be working in

Determine tags and message templates

Tags allow you and your team to categorize messages to receive valuable analytics and create customized workflows. Message templates save you time so you can spend less time typing and more time delighting customers.

• Create tags

  • Your existing email client’s folders

  • Customer attributes (e.g. Tier, Geography, Language, etc.)

  • Urgent

  • Internal ops requests

• Pin your most frequently used tags to your sidebar

• Build message templates for your most frequently asked questions

  • Billing questions

  • Update templates

  • Status update

  • Location updates

  • Delivery Orders

Build rules

Rules let you automate communication and assignment processes so you can your team don’t get bogged down with time consuming administrative tasks.

• Escalating issues

  • When: Conversation tagged

  • If: Added tag is Escalation

  • Then: Notify teammates the names of your escalation colleagues

• Fast replies for frequently asked questions

  • When: Conversation tagged

  • If: Added tag is Tag name for FAQ (e.g. Password reset)

  • Then: Reply with Password reset message template

Connect integrations

The last step is connecting front to the other apps you and your Operations team rely on.

• Under Settings > Inboxes opt to Auto BCC your emails to Salesforce or your CRM

• Integrate with any of the 50+ apps available (e.g. Shopify, Salesforce, Meetingbird, etc.)

Ready for more?

Your Operations team might also enjoy the following Front features.

• Assigning messages from your individual inbox to teammates

• Reminders on individual messages to follow up

• Sharing Drafts with colleagues for collaborative editing and feedback

• Update your Signature options with relevant announcements and meeting options