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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

One Pager - 3 Min ReadGetting your team to inbox zero every 👏 single 👏 day 👏
We find it draining to work hard all day just to sign off with numerous emails still in your inbox. Morale plummets, and eventually productivity drags. Front is designed to make your team more impactful, and part of that involves taking a new approach to your inbox. With Front, your inbox is your to-do list, and the features are designed to help you organize and prioritize so you can reach inbox zero everyday. Here’s how team’s adopt an Inbox Zero mentality, and improve customer experience, collaboration, and productivity along the way. Archive/open verses read/unread One of Front’s philosophies is getting to Inbox Zero everyday – think of your inbox as your to-do list, no one wants that to feel unfinished at 5pm.  There are a variety of ways to prioritize and empty your inbox. Rather than letting read emails sit in your inbox and create clutter, we encourage you to archive any emails that don’t require further action. Here are some actions you and your team can take to get to inbox zero. “Snooze” a message for a later time or day when you know you’ll have the bandwidth to tackle it. This is a great tool to use for a conversation or request that doesn’t require immediate attention, like when a teammate asks you to start thinking about an idea for an offsite.  “Mute” a conversation that doesn’t require your time. Muting means that the conversation won’t pop back up in your inbox unless you’re @ mentioned. You can mute a conversation that you were looped into earlier on once the participants no longer need your help, or a conversation that’s been assigned to someone else.  Assign the conversation to the person best equipped to handle the job, or give it a tag. More on these below.  Poof! Your inbox is now empty of less pertinent tasks, and you’re free to focus on what work matters most.  Prioritize and organize with team tags Team tags are similar to folders. You can create as many tags as you want to help your team categorize and organize their work. It’s often helpful to create tags for certain projects, big clients, or urgent issues so your team can prioritize their day. Once tags are set up, you can also automatically move emails to tags by creating a rule (for instance, all messages from Steve could be directed to the VIP tag). Then, you and your team can go through all tagged emails and snooze and assign the conversations accordingly.  Assign each message a clear owner Is Betty responsible for all enterprise clients? Does Joe handle demos? One of the best ways to clear an inbox is by assigning emails to a specific person. This means that that message will show up in the owner’s “Assigned to me” section in their personal workspace, so they can get right to it. Once your team gets the hang of it, folks can start assigning emails to themselves to help carry the load.  No message left behind The tl:dr? Empowering your team to get to inbox zero everyday builds a sense of engagement and accountability on your team. Once your team understands the basic processes needed to get to inbox zero, and are on board with that goal, your next steps are to read our guide on automating your team’s workflows to make everyone’s workday more efficient, collaborative, and – simply put – happier. 
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