Why Front?SolutionsPricingResourcesContact Us
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 message templates to ‘Team Leads’, or go even more specific: only copywriters on the marketing team. With only your most trusted writers creating message templates, 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 ReadHow MNX uses Front to manage high email volume
MNX Global is a premium logistics provider that provides customized, expedited transport for the biopharmaceutical, life sciences, medical device, aviation, and entertainment industries in more than 190 countries. With 24/7 client service spread across multiple continents, they use Front to manage high email volume and stay on top of response time goals.  Originally, they used Outlook to manage high email volume. According to Director of Aviation Services Douglas Kurtz, Outlook couldn’t quickly triage or assign emails, or provide them will visibility into the audit trail of a message or success metrics. They switched to Front so that could collaborate effectively and work more efficiently.  They've used Front’s automated Rules and SLAs to help their team reply faster to customers, and they rely heavily on Analytics to give them insights to make more informed decisions. All this automation enables them to be more productive and stay on top of demand. Automate message routing with Rules that will triage, categorize and assign messages for you. When there’s high email volume, there’s no time to comb through the messages manually and give them an owner or categorize them – that’s where rules come in . SLAs make it easy to reach response time goals by escalating messages  – with a direct assignment, ‘Breach warning’ tag, or even sending them to an ‘Urgent’ Slack channel – that are close to a breach. Analytics turn insights into improvements to help teams understand how their team is performing, their customer needs, and busiest hours, among other things. By paying attention to these insights, teams can know when to hire, who needs more support, and how to improve customer experience. “We have the data to say, ‘Okay, Sunday will be 1/4th of the volume of a weekday,’ so we can staff appropriately,” Douglas Kurtz, Director of Aviation Services, MNX Rules and SLAs have helped MNX ensure every time-critical message gets into the right hands so they can reply quickly, while analytics has helped them track business-critical metrics, set team benchmarks, and make informed decisions for the future. Do it yourself Rules Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah. 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 the If condition 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. billing). Ensure these are connected by an OR condition. Step 4 Set the Then action to either of the below: Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition). Move to inbox action to move it to a different inbox. Tip: Click Add action and add a tagging action. This will help with general organization and future analytics reports. SLAs Front’s SLAs help teams create and achieve response time goals. You can customize your escalation path and have messages on the brink of a breach prioritized: Tag it to alert your team Set up custom notifications Reassign to another teammate Move to an urgent inbox Then, view your SLA report to view analytics on how your team is tracking towards their goals. You can even share your SLA report with your team or customers to showcase how amazing your team is doing.  Analytics MNX 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 anticipate their busiest hours. 
Read customer story