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 canned responses

  • 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 canned responses

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 canned response. 

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 []

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.

Canned responses save you and your team time. When you’re writing a reply you write often, you can create and save a canned response, then select it next time you come across a similar message. Canned responses 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 canned responses.
Now it’s your turn: Take a moment to create one of each: 

  • A team tag

  • A rule

  • A canned response

  • 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 - 4 Min ReadBuild a better customer experience with Salesforce and Front
CRMs aren’t just for forecasts and pipeline reports. In the day-to-day hustle of updating opportunity status and logging conversations, we tend to lose sight of why we adopted CRMs (customer relationship management software) in the first place — to better understand our customers and their needs. For Sales teams, the effort required to keep a CRM in order seems to take away from their core job, instead of adding value to it. High quality CRM data is a key building block in the foundation of a great customer experience. Complete conversation history, context on business challenges, clear action items for strengthening the relationship. We’re caught between knowing the value of this data and the reality of those time-consuming updates. That’s why Front integrates with Salesforce (and other popular CRMs) to connect your customer records with where you actually get work done — your inbox. With the right tools, keeping your customer data in sync with your team is easy. Here’s how Front and Salesforce work together to give you better data, more efficient teams, and happier customers. Break down the silos around Salesforce “Out of sight, out of mind” is true — especially when it comes to Salesforce. Giving your team visibility into your CRM is a big first step toward making it an essential part of their workflow. When your team isn’t engaging with Salesforce throughout the day, it’s easy to forget about the value of the data that lives in it. Next to every conversation, Front shows you the related Salesforce leads, contacts, accounts, opportunities, and cases. When you open a message, you know exactly who the customer is, what plan they’re on, and how they’ve interacted with your team in the past. It’s easy to customize which fields are shown in Front (including Salesforce custom fields) for a quick view of exactly what you need to craft a compelling message, instead of spending time switching between tools searching for context. Reduce the time spent on updates We’ve all been there. 30 minutes before your weekly team meeting, and what haven’t you done? Your status report. Your project summary. [Insert other ways your team tracks progress here.] For Sales teams, that means switching back and forth between your inbox, meeting notes, and Salesforce cobbling together updates. Manually adding Salesforce tasks, logging emails, and editing open opportunities to match your most recent conversations. When making after-the-fact updates, valuable details are often lost in the hurry of sifting through a crowded inbox for highlights and reminders. Beyond visibility into Salesforce, Front gives Account Executives and Sales Development Reps the ability to update records and tasks directly from the related conversation in Front. Converting a lead or changing an opportunity status is as simple as a few clicks. Making updates in real time suddenly becomes more efficient than waiting until the next pipeline meeting to make them all at once. With real time updates in Salesforce, everyone wins — your sales team spends less time on administrative tasks, managers’ reports and forecasts are always current, and more details from the sales process are captured for other teams’ benefit down the line. Transition customers smoothly between teams Over time, Salesforce becomes a historical record of your entire relationship with a customer: from initial outreach, through their sales process, to ongoing discussions or issues. In an ideal world, it’s a treasure trove of context for everyone who engages with that customer once a deal is closed — Customer Support, Account Management, Marketing, or Product Management. But we know that the ideal can be hard to achieve. Every field, note, and task in Salesforce is a minute that could be spent on something else. There’s a heavy burden on Sales to capture every customer interaction in Salesforce, when they aren’t always the ones who’ll rely on that data down the line. The easier it is to make small updates along the way, the more likely there is to be a rich record of the customer lifecycle for other teams to refer to later. Integrating Salesforce with your team’s daily workflow brings powerful downstream effects on your customer experience. When an Account Manager starts working with a new customer, they have the information they need to tailor onboarding to address that customer’s specific needs. Product Managers can put feature requests into the right context: where the customer is in their lifecycle, what plan they’re on, or what their pain points were that led them to purchase. Customer Support can spot higher level trends based on the issues different groups of customers are experiencing. All because they have the customer records that enable them to do their best work for your customers. Your CRM is more than a sales tool Understanding your customers is key to empathetic and effective communication. Access to great customer data powers a better experience for your customer, regardless of who they’re engaging with. And it starts with your sales team having the tools they need to make saving that data easy. With your team engaging with Salesforce next to every conversation in Front, you can build a positive feedback loop around adding and updating data in real time. The more you use it, the more you notice when it’s missing or incorrect, and the more likely you are to make those changes so the right data is there for you — and your teammates — in the future.
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Guide - 6 Min ReadCreate a successful Sales team with Front
Your customers demand a first-class experience. Front helps you personally ensure your customers’ desired outcomes at any scale, without sacrificing customer experience. The heart of every Sales team is communication between customers and teammates. With high-touch, personalized messages, Front is built to help your team go the distance. In this guide you’ll learn how to set up the product to help your team collaborate efficiently, close deals,  Once you’ve set your team up using our getting started guide, it’s time to think about a strategy for helping your Sales team thrive. Front is built to be customized to your team’s needs, meaning that you can design the workflow that helps close deals faster, work together on difficult messages without leaving your inbox, and get visibility into what you care about most. This is a guide about how to use Front to support and improve your Sales team.  #Automate workflow A workflow built to close deals quicker Setting your team up for success means establishing a natural workflow that eliminates busywork and clears the way for higher quality connections with potential customers. Here are 4 actions to take that help streamline your workday.  Team inbox setup for Sales Front’s team inbox is a shared inbox that incorporates all your communication channels into one place. There are a variety of ways your team connects with leads – be it your sales team email or website chat – and by connecting all of those channels to your team inbox, it’s easy to get to work. Think about your most commonly relied-upon communication channels and connect them with your team inbox, then invite all your teammates to the inbox. This means everyone will be able to see what’s on the agenda each day, prioritize work together, and avoid context-switching by looking at different web pages to communicate with customers.  Assign owners to inbound messages  As you watch the messages stream into your team inbox, start assigning them owners. Once someone is assigned a message, it shows up in their personal workspace so they can get right to it. And, you’ll be able to see that the message is assigned and feel confident moving onto the next one. If you want to stay in the loop on a conversation not assigned to you, simply subscribe to it.  Automatically sort leads and prioritize outreach Triaging requests can feel like a tedious task – set up a rule and have it done for you. With rules, you can automatically route, tag, and assign messages by sender or content. Want all demo requests tagged as “Demo” and assigned to Samantha? There’s a rule for that. Want to make sure all inbound messages are responded to within 2 hours? Set up an SLA.  Get reminders to follow up later Sometimes it takes a couple tries to get a response. By hitting “snooze” on an email, or “send and snooze,” you can set up an automatic reminder to check in on a message. So if you haven’t heard back on a big deal by tomorrow morning, the message will pop back up in your inbox so there’s no chance of you dropping the ball.  #Work together Work together to enhance customer messaging Customer communication is a team sport, and being able to leverage the expertise of your team is critical. That’s why collaboration is built into Front’s product. Here are some ways to use the product to work together, better.  Comment on emails to get help on a deal or align on strategy  Tap a friend for a second opinion, or clue someone in to a deal with a client by commenting directly on an email. This replaces messy forwarding chains and makes collaboration much more actionable; when you at mention someone, they stay in the loop and provide support as you go back and forth with the client.  Perfect your outreach by drafting emails together Closing a deal with a VIP opportunity, or stumbling on how to craft an outbound message? Write up an email draft and share it with a teammate. They can then review, edit, and write the draft with you so there’s double the amount of thought put into your most important messages.  If your Sales team is distributed, hop on a quick Zoom call from Front When collaborating via comments and internal discussions doesn’t do it for you and your team isn’t all in the office, start a Zoom call from the comment bar. This brings the spontaneous brainstorm with teammates to wherever your team is, and you don’t even have to leave your inbox to do it.  Create canned responses for consistent and fast responses Voice and tone matters when reaching out to prospects or responding to requests. Save email templates – known in Front as canned responses – for your team to personalize and use for common emails. This helps saves time and keep initial conversations consistent.  #Context at a glance Get customer context at a glance Use your team’s most critical tools – from Salesforce to Asana – right from Front. Or, create a custom integration with our open APIs.  Integrate your favorite CRM into Front It’s easy to get distracted when switching between tabs or hunting for important customer info. Use your favorite apps from Front with our integrations. Once they’re enabled, just sign in using your login info and you’ll be able to access your most relied upon tools without context switching. Here are our very own Sales team’s favorite integrations:  Salesforce Outreach Aircall Drift Create custom integrations with Front’s open APIs Front’s open API allows customers to build a window into their own systems, whether it’s their own in-house database of customer information or building a separate integration into a tool they need. #Measure success Track your success Use tags in your team inbox to organize prospects and get visibility into progress Tags and channels in your team inbox are ways to sort your incoming messages by type, sender, urgency, project, etc. Set up a tag for hot deals in the works, or create a channel for live chat. Once you’ve done this, and created rules that automatically sort messages into those tags, you can view analytics on each one. For instance, view how many messages are actually coming into your sales email, or what clients and projects are requiring the most work.  Use Analytics to report on sales activity and response time Want to see how your team is tracking against your internal goals? Use Analytics to see how quickly teammates are responding, which customers write in the most, or when your busiest hours are. Then, adjust accordingly by finding out who needs more support and where there’s an opportunity to create a better customer experience. 
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