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Find your focus: Manage all incoming customer communications quickly and efficiently

You can’t deliver a truly personalized customer experience unless every message finds its way to the right teammate at the right time. Yet distributing the workload evenly to ensure customers get the quickest reply from those best positioned to answer them can be challenging. One agent may be overwhelmed while another has bandwidth. One may still be onboarding while another is a seasoned expert.

How do you make sure new messages go to the ideal team member?

Front’s approach to "load balancing" inbound communications takes advantage of specific types of auto-assignment rules available on Prime and Enterprise plans. This enables teams to scale how communication is routed — no longer do you need to dedicate resources to assigning work.

Making load balancing rules smarter and more personalized

In our most significant update since introducing load balancing capabilities, we've made things a lot smarter and a lot faster than ever.

Lightning-fast refresh rate

Today, the difference between a good and a great customer experience can come down to mere seconds. For instance, if I begin an online chat with a vendor, my expectation is to get a reply within a minute or less. If it’s longer, I’m likely searching elsewhere. 

To meet these expectations, we’ve dramatically increased the assign speed for every channel, and it’s especially beneficial for live chat. This is essential because as new chats and emails come in, they are assigned in intervals based on the refresh rate. A faster rate means messages are ultimately distributed and addressed faster. Front knows every second counts, and we’ve just made things lightning-fast!

Perfect your assignment process with improved Front rules

Not all teams can rely on simple round-robin routing methods to handle certain inbound communications. Multiple rules and triggers are needed to ensure messages automatically go to the right person at the right time, which is why we’ve made it easy to order rules according to priority. With this hierarchy in place, “Rule B” automatically starts as soon as “Rule A” completes. 

One example of a scenario where this could help you out right away is by assigning chat messages (where a fast response is doubly important) ahead of email.

Set assignment limits for each teammate

It can be paralyzing to be overwhelmed with work only to watch more and more tasks roll in. That won’t happen in Front. Admins can set assignment limits for auto-assignment rules. If all teammates are at their limit — whether on one team or multiple — assignment rules will intelligently pause. Once any teammate in the group is below their limit again, the assignment rule will resume.

Example: Joe is a member of “Team A” with a limit of 10 and “Team B” with a limit of 8. During a busy time for both teams, he could have up to 18 conversations assigned at any time.

Find your focus

Front’s latest update to load balancing can help you scale a personalized human-touch customer experience. Work smarter, faster, and have a greater impact.

If you want to learn more about how to use these features, go to our help page. If you’re not currently using Front and have questions, please let us know. We’re here to help.

Keep learning

One Pager - 5 Min ReadFront’s Rules Library: A collection of 26+ workflows to discover and customize as you scale
Typically, Rules aren’t that fun to talk about; like when you weren’t allowed to have dessert until you finished your broccoli.  Rules in Front, on the other hand, aren’t about restriction at all. We like to think of them as an invitation to customize Front to bring out the best in your team.  Front’s Rules are essentially the building blocks to automate customer communication and team workflows. They’re simple “if-then” conditions that reliably automate tasks to save time and increase your team's efficiency. In the backend, they look sorta like this:  Creating team Rules makes your workflow more efficient and helps you scale by automating tasks so you can spend time on your customer interactions instead. But we don’t want you to have to start from scratch.  Introducing the Rules Library, a curated collection of popular team Rule templates you can customize and use in a matter of clicks. Discover new workflows to implement for your team, and save time writing the recipe. The Rules Library serves as a source of inspiration, highlighting 26 of our most popular Rules. Not only can you discover new Rule templates for your team, but you can activate them in a snap – making managing your team much more efficient. The library is full of templates to help: Ensure your team replies on time Route messages to the right person or team Give your team appropriate visibility  Keep your inboxes tidy Increase your team’s efficiency   Ready to find new Rule templates and scale your team’s workflow? Here’s a preview of 6 actions you can automate from a template in our new Rules Library. 1. Never miss your Service-Level Agreement (SLA) Tag un-replied messages after a specific time elapsed to surface possible breaches. For example, if a support team has a 24 hour response time turnaround, you can automatically apply a tag like “SLA warning ” to messages approaching a breach to escalate them and signal to your team to prioritize that work.  Or, automatically assign messages at risk of a beach to a specific teammate so they can tackle it right away.  2. Automatically assign messages to a teammate after applying a tag and take that task off everyone else’s plate For example, perhaps Shanice handles all communication with Disney, a VIP customer. You can automatically tag their messages with a “VIP” tag, then assign them to Shanice so it’s the first thing she’ll see in her inbox.  Or, let’s say Tommy handles all escalated support inquiries related to a specific high-end component called ‘MDJ-11’. This Rule template could automatically assign him messages anytime someone on the team applies the tag ‘MDJ-11’. This saves the team time from having to manually apply the escalation tag and then also manually assign the messages to Tommy. 3. Get a notification when extra-important messages arrive Alert teammates to messages sent from a person or address. For example, Mike is the CEO of a critical account; you can use a Notify Rule template to ping your inbox whenever Mike emails any team inbox, be it support@, finance@, or complaints@, so you can keep an eye on, or even intervene, when needed. You could also configure the Rule to notify a CSM whenever their account writes into support, so they can reach out and make the personal connection.  4. Move messages to organize your team’s work Move emails to another inbox when needing to escalate an issue. For example, if a support request tagged as ‘tier 1’ can’t be addressed by that team team, the rep could apply a ‘tier 2’ tag, triggering this Rule to automatically remove the ‘tier 1’ tag and move the message to the tier 2 support inbox for that team to address.   You can even customize it to un-assign the message in the process, and route it to someone else. This saves that rep valuable time from having to manually remove a tag and move the message. Tag it and let Front do the rest so you can move on with your work. 5. Archive messages to clear up inbox clutter Archive email that don’t demand your team’s prioritization based on content.  For example, if you want to filter out non-urgent newsletter emails, you can use an Archive Rule template to archive messages containing the word “newsletter.” Remember that in Front, your inbox is your to-do list, so archive messages that don’t require action – you can always browse through ‘em later! You could also choose to automatically archive all dropbox edit notifications, calendar confirmations, or other non-personal emails that don’t require immediate attention. 6. Reply to messages that can’t wait  Send message templates to messages with a predictable reply, like when a message is received outside of business hours. For example, Rob’s shift is from 8 am - 5 pm M-F, and he wants to highlight specific resources for different accounts while he’s out. He can use the Reply Rule template to ensure each account receives an auto-reply with their personalized resources. We also like to automatically send a message template if a message hasn’t been replied to right away. We’ll let the customer know we’re on it if they haven’t heard from us within 12 hours, and then will tag the email with an “Urgent” tag so we know to look there first.  We’ll be adding more Rules to the library regularly, so check it out regularly. If none of the Rule templates in the library work, no problem; you can always create custom Rules leveraging ‘if-then’ conditions.  Head on over to the Rules Library now to explore the templates and get inspiration for your next game-changing workflow. Here’s to more time spent on what matters – we’ll take care of the rest.
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