One Pager - 2 Min Read

Take control of your team inboxes with custom roles in Front

Everyone on your team plays a unique role. As an administrator of Front, it’s your job to make sure their permissions in Front reflect their role.

That’s why Front lets you create custom roles for your team, so everyone can see and do exactly what they need. No more, no less.

Custom roles make your job as an Admin easier by giving your team access to exactly what they need to get work done. Here’s how you can set your team up for success by creating custom roles and permissions.

Access exactly what you need

Front has three preset user roles to choose from: Company Admins, Team Admins, and Team Members. But Team Admins can also create any custom roles your team needs to give certain teammates permissions between those preset levels.

Take your support team, for instance. Make a custom role for ‘Team Leads’, so they can assign messages to others in Front. Allow ‘Managers’ to view analytics without giving them full Team Admin permissions. Or share your support inbox internally with, say, the engineering team. That way they can collaborate on issues, but not respond to customers directly.

Keep inboxes organized

Limiting which teammates can create tags is a great way to keep your inboxes neat and tidy. Give ‘Managers’ control to build out a set of tags, without giving them full Admin access. Then restrict the creation of new ones. That way, everyone uses the same tags, and it’s easier to search for what you need. (No duplicate tag issues, like ‘Urgent things’, ‘urgent’, and ‘URGENT MESSAGE’.)

The same goes for rules: Make a custom role to allow certain people, like 'Team Leads' for instance, to create rules — without giving them all the permissions of an Admin. It’ll empower them to take charge of their own workflows and iterate over time. And it’ll take a load off your shoulders (you don’t have to create them all on your own! ? ).

Streamline messaging

With the right roles and permissions set up, you can keep wording consistent and aligned with your brand in every message. Try restricting the ability to create canned responses to ‘Team Leads’, or go even more specific: only copywriters on the marketing team. With only your most trusted writers creating canned responses, you can ensure the messages your team sends from Front are on brand.

Build different roles for different teams

Every team is structured differently, with its own unique positions and management structure. Front lets you create an entirely new set of custom roles for every team, so your inboxes fit the way you work.

Using Front already helps your team collaborate better, cuts down on inbox clutter, and empowers individual teammates to be more productive. By creating custom roles and permissions in Front, you can further elevate your team’s productivity and ensure everyone has the level of access they need to get work done.

Keep learning

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, canned responses, 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.  Canned responses 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 canned responses 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.  Canned responses Create a variety of canned responses to help train your team how to respond, keep tone and voice consistent, and save time. Teammates can then go find the canned response 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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