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Guide - 5 Min Read

Get started in Front

Welcome to Front! We couldn’t be happier to have you along for the ride. Here we’ll give you all the details you need to know when you’re setting up Front for your team. You’ll learn how to:

  • Set up your new workspace

  • Create shared inboxes

  • Collaborate with your team

  • Create team tags, rules, and message templates

  • Connect integrations

Read through this guide to make sure you set up Front exactly how your team needs. After that, you’ll be ready to iInvite your team to Front. Let’s dive in!

Set up your new workspace

We’ll start by familiarizing you with your workspace. If you haven’t already, watch our video on how to navigate Front so you’re comfortable here. Begin to play around a bit and personalize your space:

  • Make your profile personal by adding a picture, specifying your user name, and setting up your personal signature. You can do all of this in your settings.

  • Set up your notifications so you never miss a message (but you still get your focus time!).

  • Click into your calendar on the right side panel so you don’t have to leave your inbox to schedule or join meetings. If you’re a Gmail of Office365 user and have added your personal email (rather than just a team email), you can sign in to get Calendar going. 

  • Try sending an email to a friend! From their perspective, it’ll look like a regular old email.

  • Subscribe to and mute conversations to prioritize your inbox.

Create shared inboxes

In Front, your shared inboxes are called Team Inboxes. Team inboxes are where you and your team will manage and collaborate on messages together.
Channels are the different types of messages you can add to Front, like Twitter, SMS text, live chat, and more. Inboxes can contain many different Channels. 

Here are some popular inboxes we have set up at Front: 

  • Sales: A team inbox for inbound leads that includes a channel for our inbound sales email and a channel for our business’s social pages (e.g. Facebook)

  • Support: A team inbox for customer support. We add a channel for our support email, and another for our website chat (e.g.Intercom, Smooch, Front Chat, etc.)

  • Marketing: A team inbox for all inquiries about PR, partnerships, and content.

Team inboxes gif

Collaborate with your team

Now that you’ve set up the basics, it’s time to start playing around with all the different ways your team can work together. Try these actions in Front — they’re game-changing features you won’t find in regular email:

mention gif

Create team tags, rules, and message templates

Once you have a shared inbox set up, it’s time to personalize Front for your team. You can start by creating a team tag, a rule, and a message template. 

Tags allow you and your team to categorize messages and prioritize work. We like to create tags for:

  • VIP customers

  • High value prospects

  • Refund request

  • Urgent messages

  • Bugs

Learn more about setting up Tags.

Rules let you automate communication and assignment processes so you and your team don’t get bogged down with time consuming administrative tasks. An example of a rule would be:

When: there’s an inbound message

If: the inbox is [inbox name] and from an email address that contains [@domainname.com]

Then: Add tag [select tag]

You can customize rules in a variety of ways to fit your team’s needs. Some examples are:

  • Time-based rules

  • Routing rules

  • Archiving rules

  • Tagging rules

  • After hours rules 

Read this guide for all the details about rules.

Message templates save you and your team time. When you’re writing a reply you write often, you can create and save a message template, then select it next time you come across a similar message. Message templates are especially useful for things like:

  • FAQ style emails

  • Billing questions

  • Meeting requests

  • Proposals and pricing

  • After-hours responses

Learn more about creating and using message templates.
Now it’s your turn: Take a moment to create one of each: 

  • A team tag

  • A rule

  • A message template

  • A personal signature

Read more about automating your workflow in Front. 

Connect integrations

The last step is connecting Front to the other apps you and your team rely on. Make sure the tools that your team loves are connected by setting up your integrations. You’ll find that there are already some common integrations connected in your integration panel, like Salesforce or Shopify, so all you’ll need to do is sign in to those apps to get started. Here are some customer favorites:

  • Salesforce

  • Asana

  • Jira

  • Github

  • Nicereply

  • Hubspot

  • Pipedrive

  • Aircall

Integration panel - Reference Salesforce gif

Read more about integrations. 

Invite your team to Front

Now, take a minute to congratulate yourself: Front is lookin’ good for your team! Double check with this checklist before reading on, where we’ll outline everything you need to know to invite your team to Front.

This is also a great time to set up team email signatures for your teammates to ensure email signatures are the same across your organization.

Learn more about creating team signatures.

Next steps

It can feel like a leap to leave behind your routine email structure and communication process, but we know that once you’re set up properly your team, clients, and inbox will all be thankful. Take a moment to set your team up for success and make sure nothing’s missed.  If you’re ready for more, check out these resources:

  1. Invite your team to Front

  2. Boost your personal productivity in Front

  3. Learn more about improving customer communications with Front

  4. See how you can measure results with Analytics 

  5. Set up an SLA to improve response time

Keep learning

One Pager - 6 Min ReadGetting started in Front: 7 tips for using your brand new inbox
Congrats! Now that you’ve got Front, you’re on your way to working more collaboratively and productively than ever before. We know moving away from a traditional inbox like Gmail or Outlook can take some getting used to, but once you’ve played around in Front a little bit, we think you’ll really love it. We put together our top tips for your first month using Front, so you can get all set up and comfortable with your new inbox in no time. 1. Update your account settings Customize Front to fit your working style. Find your settings by clicking on the icon in the upper left corner of Front. From there, you’ll be able to customize individual settings like your name, password, and profile picture. Depending on the permission levels your Front Admin has set up, you might also be able to access settings for your team inboxes or company here as well. Here are the main settings we suggest you check out right after you’ve set up your Front account: Profile: Add a photo of yourself and specify your username. This is how your teammates will @mention you in comments, so make sure you pick a name your team can remember. My preferences: Here you can choose your default settings for how you manage your emails, like whether you want missing attachment warnings or to use the same shortcuts you use in Gmail. My signatures: Create email signatures for messages you send in Front here — you can add as many as you need. Front designates the first signature as the default, so make sure the one you usually want to use is at the top of the list. Notifications: You can create different notification settings for each of your inboxes in Front. Choose to receive desktop, mobile, and email notifications, or none at all. 2. Connect your individual work email Front’s not just for your team email. It’s for your individual work messages too! Sync your work email so it’s easy to manage all your messages in one place. And don’t worry — your personal work emails stay private and separate from your team inbox, unless you share them with someone. 3. Think collaboratively You can see your individual work email and shared inboxes in Front, all in one place — so you won’t have to switch back and forth between Front and your own inbox in Gmail or Outlook to get work done. Shared inboxes work a little differently than a traditional email inbox though. Here are a few questions you might find yourself asking when you start working in Front. Am I archiving this message for everyone? When you’re working on a message in a shared inbox, every action you take will reflect that way for the rest of your team. Who can see this reply? If you’re working on a message in a shared inbox, everyone can see the reply you’re writing. Likewise, if you’re working in your individual inbox, and you’ve @mentioned a teammate on a message, that person is now “following” your message, and they can see your reply as well. Can my customer see this comment? Comments and @mentions are internal-only, so only you and your team will see them, not your customers. Talk to your Front Admin on your team about how you plan to work together in your shared inboxes. Some teams like to let everyone answer messages in shared inboxes as they come in, while others prefer to set a process for triaging your shared inboxes. Every team approaches it differently, so it’s important to understand the protocol expected for your team. 4. Start working together in Front Front is made for teamwork, so there are a few features that make collaboration easy. Here are two basic ways to work with your team in Front: Assign a message: When you assign a message, you’re designating a teammate to take care of it, so there’s no confusion on who’s following up. There are two ways to assign a message. In the upper right corner of a message, you’ll see “Assigned to” along with a name. To assign it, you can click the name and select a teammate from a drop down menu. Alternatively, you can drag a message to a name in your list of teammates. Leave a comment: Instead of forwarding a message to a teammate or CC’ing them when you reply, use comments and @mentions, located at the very bottom of your screen in Front. When you @mention a teammate, you share the whole thread with them, so they can easily read through and respond. You can also use comments to leave notes about a conversation. That way, when you or anyone else is looking at it again later, you'll have the context you need to reply. 5. Boost your productivity ⚡ We want working in Front to be faster than your old inbox, so you never feel like you want to open up your old inbox again. Try out our favorite ways to speed through your open messages (and even hit Inbox Zero — that awesome moment when you’ve answered everything in your inbox). Snooze: Not every message that comes into your inbox needs an answer right away. That’s why you can “snooze” in Front. Hit the clock icon at the top of a message you don’t need to look at right now, and select a time for it to come back to your inbox later. Reminders: When you’re sending a message you’ll need to follow up on, set a reminder in Front. Click the clock on the bottom of your message to select a time for the message to pop back up in your unread message folder. That way, if you haven’t gotten a reply, you’ll know to send the recipient another message. Message templates: Find yourself typing the same message over and over? Save it as a message template. That way you can easily pull it up, edit it, and send with just a few clicks, instead of typing out the same explanation all the time. You can save message templates for your private inbox, or for your shared inboxes, so you can access responses your teammates have created as well. Tags: Tags are the easiest way to keep your messages organized. You can create Private Tags only visible to you — like “Read Friday afternoon”, or Team Tags, visible to your whole team — like “Customer Feedback”. 6. Download the Front apps Now that you’re managing all your messages in Front, bring them with you wherever you work! Download the Front desktop app for your computer, and access Front on the go with the mobile app. 7. Read more about using Front Check out our other helpful resources for inspiration, how-to’s, and tips on setting up workflows and using Front features. Front Community: Browse our community page to learn from other Front users and share your own tips. Getting Started with Front: Download our full user guide to get the full scoop on all things Front. Our Customer Success Team: Don’t hesitate to shoot us a question at team@frontapp.com. We’re more than happy to help out!
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