Front

Front Updates

Front mention · June 10, 2019

Zapier Apps at Work: The Fastest Growing Apps in 2019

Work changes. The skills that got you here may not get you to the next level of your career, and the next role you take may have not even existed a decade ago. That's why using new apps—especially those designed specifically for your industry—is so important. It...read more
Front mention · April 12, 2019

How Gyms Use Front and Zapier to Communicate with their Members

Whether it's CrossFit, barre, Orangetheory, Camp Gladiator, martial arts, yoga, or anything in between, group exercise has exploded in the last decade. And with the advent of ClassPass, it's easier than ever for anyone to try something new. So how can a gym owner retain new members when...read more
Front update · October 19, 2018

New for Our Front Integration: Specify Sender Names and Teams

Want more customized options for importing messages or creating contacts in Front? Now, with Zapier's Front integrations, you can define the sender's name for your imported message instead of just their email address. And for companies with multiple Front Teams, you can also choose which Team in which...read more
Front update · May 25, 2017

New App: Use Front to Take Control of Your Shared Inbox and Collaborate as a Team

Keeping communication channels like email, chat, social media, and SMS organized across your team can be a struggle. Front centralizes your external communications into one shared inbox, so your team can respond faster and collaborate better around every message. Assignments provide clear ownership for every message, comments help your team...read more
Stephanie Gonzaga
Written by Stephanie GonzagaLast updated December 5, 2018

The email inbox houses all of your internal and external communications, yet it lacks the tools you need to handle these messages clearly and efficiently. You may even be a member of several email groups sending different kinds of messages to that inbox: customer requests, bug reports, social media updates, and your occasional company announcement. With so much information to process, important details tend to fall through the cracks, creating unnecessary friction and potentially pushing project deadlines back.

Rather than burying yourself under all the back-and-forth, you can set up a shared inbox with Front. It's a collaborative workspace that pulls all of your communications in one place: incoming emails, tweets, Facebook messages, Front chats, SMS (powered by Twilio), and third-party channels like Intercom messages and Talkdesk call activity. With less email to manage and 0% channel switching, your team can quickly respond to customer requests and coordinate with the right people to solve important issues.

Setting up a shared inbox begins at sign-up, where Front prompts you to add a work email address or an email group like support@yourcompany.com to the app. You can then add other accounts to the inbox, such as your company Twitter account, Facebook page, SMS number, and third-party apps that serve as a channel between you and your customers.

If you'd like to add your own channels separate from your team inbox, you can create an individual inbox. Texts, updates, and other messages in individual inboxes are private, but you can use Front's collaborative features (e.g., canned responses, comments) when sharing these messages with your team.

The inbox is divided into three default views: Unassigned, Open, and All. As you assign messages to your teammates, they're instantly moved to the Open view. To the right is the message pane where you'll find several options to help you manage incoming messages. You can assign, follow, tag, snooze, archive, or delete messages depending on your workflow. If a message requires input from a teammate or a file attachment, you can reach out in the Comment section just below the Reply box.

You can shave off a few minutes of your processing time by creating rules to automate parts of your workflow. Front lets you create rules to manage messages in your individual inbox, while administrators can create team rules to manage messages in any of your shared inboxes. Each rule is made up of one or a series of triggers, conditions, and resulting actions, all of which will tell Front which messages to process and how to process them as they arrive in your inboxes. For example, any inbound message or comment that contains the word cancel in the body can be tagged with the keyword "cancel" and assigned to the teammate in charge of handling cancellation requests.

As your team uses Front, you'll be able to gauge their performance and identify areas of improvement. Analytics gives you that much-needed insight on your team inboxes. By clicking on the Reports icon at the bottom of the left-side menu, you can check current and previous metrics on your conversations, team, productivity, and customers. For example, you can see how many new and total conversations were received and sent, average response times, and the day and time of the week when your team receives the most conversations. From there, you can highlight strong points in your team's workflow and target areas that need more attention.

With Front, the inbox can finally be a place of clarity and productivity for your team. And with better response times and more personal interactions, your customers will always look forward to hearing from you again.

Have any feedback on this overview, or something we should change? Let us know!

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