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Insider Tip – Workflow Visual Editor

Learn how to use our routing chart to view and edit your workflow with ease in Front through a video tip.

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One Pager - 3 Min ReadAutomation through Webhooks
Introduction to Webhooks You may already know about Front’s Open APIs and have utilized them before to do things like fetching the details about a recent conversation or export analytics data. But are you interacting with data between your systems in a real-time dynamic way? If you aren’t using our Webhooks integration, the answer is probably no. With traditional REST APIs (like that which you’ll find in our Core API), you can programmatically retrieve or post updates to Front. For example, I could list all of the conversations I’ve had with a particular contact or add a tag to any specific client conversation. What if I wanted to do something like add a tag based on the customer region in a CRM like Salesforce, or assign the conversation to the Account Manager? This information is dynamic and could change at any moment, and you want to leverage it in real-time. Webhooks solve this problem and provide you the layer of interactivity you need. They introduce a “don’t call us; we’ll call you” concept to your tech stack and enable you to perform real-time logging of the activity or even dynamic updating to Front’s system. Here’s an example to show how this could work: Imagine you want to have a real-time dashboard that shows the total number of new conversations vs. reopened conversations vs. archived (closed) conversations. In our old world of REST APIs, you’d have to continually call Front to see if anything has changed, when maybe only one of those calls would return any new data. Front and Webhooks integration Using Front, you can enable the webhooks integration and configure a rule that triggers a Webhook server notification. Once you enable the integration, you’ll see a dropdown in your rule actions to “Send to a Webhook.” Define your server address here. You can use your server, own or you can even make use of middleware like Zapier, to receive the webhooks and trigger other cascading lookups, logging, or actions. Each webhook event you receive will contain information like the conversation ID, author, contact (etc.) You can find a preview of the event payload here. What else can I do with the Webhook? Front’s Webhooks integration is just the beginning of cascading actions. Here are just a few examples of things customers have done using webhooks through Front: Log all events to a data warehouse in real-time Trigger a lookup in your CRM and assign the conversation to the appropriate Account Manager Create a real-time dashboard displaying information about the number of conversations touched by your reps Add a comment to the conversation in Front containing additional information from your back-end systems While Webhooks may be the trigger that informs you of new data, you’ll probably still want to leverage our Core API to do things like update the conversation assignee or add a comment. Our Webhooks integration often won’t stand alone in accomplishing your goal. P.S. Worried about security? You can also secure your webhook by validating the payload originated from Front If you have any questions about how to leverage Front’s Webhooks feature or just want to brainstorm, feel free to get in touch with us at api@frontapp.com
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Customer Story - 3 Min ReadBetter Mortgage uses Front to make their loan officers 1200% more productive
Learn how Better.com, a mortgage company reimagining the industry, has used shared drafts, message templates, and analytics to improve their workflow, scale personal customer communication, and ultimately make their loan officers 1200% more productive than the industry average. Better.com is an online mortgage startup that takes a very team-based approach to selling and processing. Because the mortgage business relies on incredibly personal, high-touch customer communication with mortgage seekers, Better.com puts in a lot of thought into how to retain a human connection with customers while online (and growing so rapidly). They use Front to collaborate, provide personal communication that scales, and improve efficiency to meet their rising demand.  They have 3 favorite features in Front that have helped them close deals faster and build strong, more personal relationships with clients as they grow without turning to a robotic solution that sacrifices human communication in an industry that relies so much on customer trust: Analytics provides visibility into impact by allowing managers to gain an intimate understanding of customer needs, team performance, and handle time.  Shared inboxes and shared drafts make hand-offs seamless, so that any teammate can have visibility into what’s going on with a client, and make high-touch communication a team sport.  Message templates save time and keep the brand voice consistent. Better saves a variety of email templates that their team can use and then personalize.  Analytics has been the bible for my managers as they're working with their teams and they're looking to understand not only how their agents are working, but what impact they’re having. So it's an integral part of our workflow. It's something that we're checking every day.”—Sarah Pierce, Head of Sales, Better.com Analytics, shared inboxes and shared drafts, as well as message templates are now the backbone of their workflow. They’ve also been able to automate their workflow with rules, giving the team even more time back to focus on the quality of their communication with customers. After using these features in Front, their loan officers are on average 1200% more productive than the average industry loan officer, Pierce says. Curious how improve efficiency and teamwork for your own team? Check out the inspiration below.  Do it yourself Shared drafts When there’s a complex customer need or a highly important opportunity, it can be beneficial to write an email as a team. Share a draft with as many people as you want to leverage the expertise and knowledge of a variety of people.  Message templates Create a variety of message templates to help train your team how to respond, keep tone and voice consistent, and save time. Teammates can then go find the message template that fits their need and spend more time personalizing the message. This ensures that the quality of customer communication doesn’t dwindle as your team becomes busy, and lets the emphasis always be on personalizing the message.  Analytics Better.com uses their Analytics tab to get insights into employee performance, customer needs, and more so they can constantly be improving their workflow.  They’re able to anticipate when it’s time to hire by evaluating when their team is overwhelmed, see who’s equipped to handle the largest deals, and their busiest hours. 
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