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Integrations – all your apps in one place

Every team relies on a set of tools to get work done. CRMs, project management tools, knowledge bases, and more — these are all critical parts of your business’s unique puzzle. With Front, you can connect all these tools into one central place: your inbox.

Connect Front with your most trusted tools

When you start with Front, you’ll have access to many integrations right off the bat, Some of the most popular integrations are:

CRMs: Log activities and update opportunities without needing to switch back and forth between tools.

  • Salesforce

  • Pipedrive

  • Base CRM

Project management apps: Create or update tasks right from your inbox –

  • Jira

  • Asana

  • Github

  • Trello

Company admins can enable integrations for all teammates. Each integration differs very slightly in set up, but in general it’s a very simple process and can be done in a few clicks. You can also create a custom integration using our API.

Once enabled, all teammates will be able to access and use the integrations in Front by simply signing in with their individual credentials for that app the first time they use it. This will sync the data from the third-party app into Front. 

Integrations gif

How do integrations streamline your workday? 

There are several ways that integrations can integrate (pun intended) into your workday. You may want to refer back to data held in another app, or maybe you’ll want to create a project or task right from your inbox. Here are popular ways teams use integrations in Front to work more efficiently:

  • Salesforce: View information about a contact, update details on the account, or view open opportunities —all without leaving your inbox.

  • Asana: Easily create tasks from Front so you can track and prioritize work or change project status, without losing the context from your email.

  • Jira: Easily escalate issues or bugs to Product or Engineering directly in Front. Attach the customer message directly to the issue so the team can read real customer feedback.

  • Zapier: Trigger an action in another tool that Front doesn’t integrate with or vice versa. Internally, we use it to do proof-of-concept testing: for example, when a conversation comes into Front, we use Zapier to look at the from recipient, cross-reference Salesforce to find the account they are associated to, and then apply a tag based on the segment so the support team can more easily prioritize their queue.

  • Slack: Send a notification to a Slack channel, get a Slack alert for urgent messages in Front, or send a Slack message to Front — that way you won’t forget to take action on it or follow up.

Accessing integrations from Front

Your apps can be accessed in Front in several places.

Tag menu

When you click the tag icon on a message, you can do more than just tag! When you enable project management integrations like Asana, Github, Jira, and Trello, you'll be able to link the open message with an existing task or issue in these apps, or create a new one. 
And, when you mark a task or issue is complete in Jira, Github, and Asana, it will reopen the conversation in Front so you can get back to the customer and let them know the issue is fixed.

tag menu

Integration panel

On the far right side of your Front inbox you'll find the integrations panel. Use the arrows to have it expand or collapse at any time. This is where all your enabled integrations can be found. When you click on a tool, it’ll open so you can reference the information in that app or make updates in real time. 

For example, if you open an email in your inbox and want to consult your trusty CRM, you can pop open the integration panel and scroll to the app of your choice. Most integrations will display information directly related to the open message based on the email address of the sender. Then, you can view important context or update an opportunity — all from Front. 

Set up an integration channel

You can also integrate certain message channels with Front, such as Chatra, Aircall, or Delighted. These allow you to send or receive messages through that app in Front. These are set up in Front from your integration settings in the partner app – here’s an example from the Chatra integration.

For example, the Aircall integration logs your call activity and voicemails in an inbox in Front as messages for follow up, or the Delighted integration will sync all your NPS surveys as messages in Front for you to reply.

You can organize integration channels into any team inbox, like a "Support" inbox for your support@ email channel and Aircall calls, or you can create a separate inbox for each.

Keep learning

Customer Story - 3 Min ReadHow a Support team uses Front’s escalation and collaboration features to reduce response time by 67%
Learn how Lynda, a mobile payment app popular in France, company has used rules, message templates, and built in collaboration tools in Front to improve their workflow, scale personal customer communication, and boost their KPI metrics.  Over 30% of French people between 18 and 30 have a Lydia account. The mobile banking app allows peer to peer payments, personal bank account monitoring, transfers, and shared accounts. Any company that deals with banking knows the importance of fast, personal customer communication, which is why the entire Lydia team uses Front to manage customer messages.  Lynda uses 3 key features in Front to give their daily workflow a makeover, and increase their customer satisfaction rate, improve response time, and boost their KPI metrics along the way.  Automatically assign and categorize messages with Rules so that each customer message gets dealt with swiftly. When a message is assigned, it shows up in someone’s personal inbox so they can tackle it right away. If a message is routed to a VIP tag, for instance, the team knows to prioritize it.  Save time by creating message templates, which act as email templates that can later be personalized, so as not to lose the human touch. This helps the Lynda team get back their customers quickly while not forgoing high quality responses.  Collaboration is built into their workflow in the form of comments, which allow the team to loop in others to an email and get help on tricky support issues.  “Using Front, we’re able to speedily communicate both within our individual teams and with our operations and tech teams when issues need to be escalated.” — Guillaume Poirier, VP of Customer Care at Lydia Rules, message templates, and comments are now the foundation of the Support team. They rely on them daily to triage messages and get them in the right hands, save time, and collaborate. By switching to Front, the Support team has been able to reduce response time by 67% on average – without losing high-touch communication as they scale.   Do it yourself Rules for tags Rules automate workflows to make sure every message gets in the right hands or inbox right away. To automatically tag messages based on content, start by creating the tags that will help prioritize, triage, and categorize work for your team. For example, if you want to tag newsletter emails, create a rule to archive messages containing the word "newsletter.” Tag based on content Step 1 Go to Settings by clicking on your avatar in the top left → Rules & SLA → Add team rule Step 2 Set the When trigger to Inbound messages. Step 3 Set If conditions to: Inbox is the team inbox this rule should apply (e.g. Support inbox), AND Subject contains and Body contains to the word of your choice (e.g.newsletter). Ensure these are connected by an OR condition. Step 4 Set Then action to: Archive conversation Add tag and fill in the tag to add 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.  Collaboration tools  Commenting is an easy way to loop in teammates, flag a message, or phone a friend for help. Just at-mention someone’s name and they’ll have access to your full conversation. Still need support? Share a draft with them as you work on your response.  Another way to collaborate in Front is to start an internal discussion. This is a casual, yet still advanced, way to chatting with coworkers. Write to one person, a few, or an entire team inbox so that you don’t have to leave Front and context switch, or lose track of important topics, as you chat. 
Read customer story
Guide - 7 Min ReadCreate a successful Operations team with Front
Front helps Operations teams handle the overload of complex requests with accuracy and ease. With Front, Ops teams can easily collaborate on requests, set rules to efficiently route every message, and have peace of mind with reminders to follow-up when needed.  Once you’ve set your Ops team up using our getting started guide, it’s time to think about a strategy for helping your team thrive. Front is built to be customized to your team’s needs, meaning that you can design the workflow that helps tackle messages faster, work together on difficult requests 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 Ops team.  #Automate workflow Improve team efficiency by automating your workflow Setting your team up for success means establishing a natural workflow that eliminates busywork and clears the way for quick responses and resolutions across internal teams. Here are 4 actions to take that help streamline your workday.  Assign owners to requests As you get questions from different stakeholders, start assigning them owners. Once someone is assigned a message, it shows up in their personal inbox 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.  Let rules do the sorting for you 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 requests from the sales team tagged as “Sales Ops” and assigned to Kate? Or all questions about a new product or release assigned to Ren? There’s a rule for that. Want to make sure all inbound messages from VPs and above are responded to within 1 hour? Set up an SLA.  ‘Snooze’ a request so it never falls through the cracks It’s end of quarter and you’re busy. You get a less urgent request, or you’re asked to confirm final numbers once the quarter is officially closed.  By hitting “snooze” on an email, or “send and snooze,” you can set up an automatic reminder to check in on a message. Once things calm down or numbers are finalized, the message will pop back up in your inbox so there’s no chance of you dropping the ball.  At Front, we like to think of your inbox as your daily to-do list. So if a message doesn’t require action, archive it and rest assured you can search and find it at anytime. Snooze helps you prioritize what you’re focusing on and pair down your daily duties to the most crucial messages.  Save your most common updates as message templates Do you send weekly reporting to different teams? Or make regular requests to gather data? Save message templates for your team to drop in updates and use for common emails. This helps saves time and keeps consistency.   #Work together Align your team and work together on tough requests Whether it’s dividing and conquering, working together behind the scenes on a customer issue, or just chatting with colleagues, your team is stronger in Front. Learn how to efficiently and effectively collaborate to get work done faster and more thoughtfully.  Improve visibility by using a team inbox Each team has their own culture and preferred way of communicating, and sometimes it can be difficult to keep up and keep organized as your business grows. Front’s team inbox is a shared inbox that incorporates all your requests and communication channels into one place.  Think about your most commonly relied upon communication channels – like different email alias’ or SMS – 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 coming in, prioritize work together, and avoid context switching by looking at different apps to communicate. Plus, other internal teams will easily know how to reach you.   Loop in a co-worker by commenting on an email Tap a friend for a second opinion, or clue someone in to a data issue by commenting directly on an email. This replaces messy forwarding chains and makes collaboration much more actionable; when you at mention someone, they can stay in the loop and continue to provide support as you finalize the ask. Resolve issues faster by writing email drafts as a team. Providing an update on sensitive metrics? Or explaining a complicated analysis? 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.  Use internal discussions rather than a chat app Know you already asked a question to your team, but forget the answer and can’t find it? Hate jumping back and forth between chat apps and email all day? Discussions are here to save the day. They function just like chat apps but ensure you can search and find the answer, all in one place, at a later date.  Still need clarity? 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.  #Measure success Clear analytics helps you know exactly what’s happening  Keep track of what your team is working on and where there are gaps by tuning into success metrics and performance trends. Front Analytics is set up to give you insight into your customer experience from all angles so you’re set up to know how to deliver your very best at all times.  Analytics help your team be their best Want to see how your team is balancing requests? Does supporting one team require significantly more effort than another? Use Analytics to see how many requests teammates are fielding, which teams ask for the most support, or what your busiest days are. Then, adjust accordingly by finding out who needs more support and where there’s opportunity to create a better balance for your team. You can also pull up an Analytics report on your SLAs, so you can evaluate and improve response time to certain important stakeholders. Tags and proper triaging to prioritize work Tags (like folders) are ways to sort your incoming messages by type, sender, urgency, project, etc. Set up a tag for data discrepancies, or create a channel for all SMS messages. 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 ops email, or how many requests does the sales leadership make vs product. #Universal inbox Save time by accessing all communication, teammates, and apps in one view  With all your tools, customers, and teammates in one view, Front becomes your universal inbox that streamlines your workflow and helps avoid multiple tabs, context switching, and lost work. Here’s how to use your inbox to get more done.  Integrations keep all your work in one place Some teams depend on Jira to make action happen, while others swear by Asana, Todoist, or Trello to help manage projects as a team. Or maybe you want a knowledge base or CRM handy. Whatever app or software it is, integrate it with Front to access it when you need it without leaving the context of your inbox. Front offers more than 50 integrations that just require a simple sign on to get started, and if you need one that we don’t offer there’s open APIs that make set up easy. Mark a task done, create a ticket, or reference important info – all from your inbox.  A calendar in your inbox for all your scheduling needs Scheduling can be chaotic, and it’s especially tedious to have to flip between tabs to coordinate meetings that are being talked about in your email. In the upper right hand corner of Front you’ll find your calendar – pop it open at any time to view meetings or schedule time to chat with a customer.  Front is your universal inbox Front powers the heart of your inbox – where your team and customers meet. By funneling all your critical communication – from apps, email, and more – into one single source of truth, your team is empowered to take action quickly. Develop a command center for all of your people and messages to handle the overload of complex requests with accuracy and ease.
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