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

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

  • 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.

• Create tags

  • SLA Breach and SLA Warning

  • Bugs

  • Feature requests

  • Customer confusion

  • Churn risks

  • Pricing emails

  • Customer names

  • 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

  • Renewal notices

  • New feature announcements

  • Each phase in your implementation process

  • Meeting recap

  • Calendar invite

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

• Route messages to appropriate Account Manager

  • When: Inbound message

  • If: From > End with > @accountemail.com

  • Then: Assign to teammate Account Manager’s name

• SLA management

  • When: Inbound message

  • If: Unreplied after > 1 hour

  • Then: Add tag > SLA Breach

• Categorizing customers

  • When: Inbound message, Outbound message, Outbound reply

  • If: Any recipient Contains @domain

  • Then: Add tag Customer name

Connect integrations

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