Checklist - 2 min read
Success team setup checklist
Add your team
Giving your team access to your Front account is the first step. Then set them up with the proper permissions and access for efficient account management.
Invite your teammates
Promote any teammates to admins if they will help manage your Front account
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
Add a channel for your general Customer Success email
Add a channel for your company’s social pages (e.g. Facebook)
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.
SLA Breach and SLA Warning
Customer attributes (e.g. Geography, Language, Account Type, etc.)
Pin your most frequently used tags to your sidebar
Build message templates for your most frequently asked questions
Sales to Success Hand Off
Account Manager introduction
Most frequently asked questions
New feature announcements
Each phase in your implementation process
Rules let you automate communication and assignment processes so you can your team don’t get bogged down with time consuming administrative tasks.
When: Conversation tagged
If: Added tag is Escalation
Then: Notify teammates the names of your escalation colleagues
Route messages to appropriate Account Manager
When: Inbound message
If: From > End with > @accountemail.com
Then: Assign to teammate Account Manager’s name
When: Inbound message
If: Unreplied after > 1 hour
Then: Add tag > SLA Breach
When: Inbound message, Outbound message, Outbound reply
If: Any recipient Contains @domain
Then: Add tag Customer name
The last step is connecting front to the other apps you and your Success team rely on.
Integrate with any of the 50+ apps available (e.g. Intercom, Nicereply, Meetingbird, etc.)
Ready for more?
Your Success team might also enjoy the following Front features.
Assigning messages from your individual inbox to teammates
Under Settings > Inboxes opt to Auto BCC your emails to Salesforce or your CRM
The option to Send later for staging messages
Sharing Drafts with colleagues for collaborative editing and feedback
The ability to have internal Comments for troubleshooting and coaching
Setting Reminders to follow up with conversations
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