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One Pager - 7 Min Read

What’s Front, and why is it a better way to work?

All about Front

The problem with work today 

Email seems to be both the most relied upon communication tool in work as well as the most common workplace woe. Originally built for 1-to-1 communication, it isn’t designed to support large teams or customer communication, and too often work that should be tackled by a team becomes siloed or chaotic as a result. 

These days, customer-facing teams look to a variety of other apps to fix the workflow that email lacks, like help desks. But the clunky software experience and impersonal communication that results takes the humanity out of work, and often causes teams to feel out of touch with their impact. People find themselves bouncing between different tabs consistently, draining productivity.

But there’s a reason teams still use email. It’s familiar and personal, and in many ways the backbone of workplace communication. 

Front is reinventing email for the way teams work. We wanted to solve for a dated, siloed email experience and robotic help desks, so we started from scratch. Front takes your email provider – like Gmail or Outlook – and adds all sorts of good stuff:

  • Automated workflows

  • Analytics built for visibility 

  • Internal coordination tools

  • Integrations with all your important apps 

  • A shared, company wide view of customer context

And that list isn’t comprehensive. Front helps you make more impact as a company and scale customer communication without losing the personal touch of email – all from your inbox.  

Front – making missions possible since 2013

Front is a customer communication platform that powers effective engagement at scale by combining email, apps, and teamwork into a single view. It transforms work into impact by meaningfully connecting your teams and customers and taking away the clutter, chaos, and impersonal customer experience that so often comes with today’s workflows. Ultimately, Front makes more missions possible by removing the inefficiencies of today’s work and supercharging personal customer communications. 

With Front, you get the automation and customization of a help desk, with the personal and familiar touch of email. Front integrates with all your favorite tools – Salesforce, Jira, Asana – so you can do all your work from your inbox. 

Who uses Front?

Front works best for customer-facing teams, though we find that all companies appreciate the fresh take on email. Below are some guides designed for specific customer-facing teams that don’t look back after switching to Front:

Email is the most widely-used workplace technology on the planet, but it could use a facelift. Front is your reliable, dependable email — redesigned for today, so that you and your team can work more efficiently.

How teams make a bigger splash with Front

Front’s mission is to help teams make a greater impact. There’s a few ways that teams see huge improvements in collaboration and productivity, and most importantly, customer experience, right away. 

1. Access every message and app in one inbox.

From CRMs and file storage, to customer support and project management, new tools pop up every day. And with time, there will be more. If we’re going to get work done, our inboxes need to integrate with these new tools.Since traditional email is separate from our other message platforms and apps, we spend time searching for context, switching tabs, and copy-and-pasting critical information. To save you time and make it easier to get work done, Front brings this context into your inbox:

  1. Manage all your messages in one place.Send an SMS text, reply to a Tweet, or start an internal discussion to hold a chat conversation with your teammate — without switching tools.

  2. Access your apps and tools in your inbox. From customer data to important context from past conversations, Front’s integrations pull all your critical information right into your inbox. You can create tasks in Asana, update customer records in Salesforce, or manage issues in JIRA directly from Front — so you don’t have to switch tools or enter information twice to get work done.

Integration panel - Reference Salesforce gif

2. Mention teammates on emails and work on drafts together.

Whether you’re forwarding a message to your boss to ask a question, or shooting an FYI to your entire team, you need to be able to discuss and share emails with teammates. That’s why many teams turn to chat apps like Slack to ask quick questions and discuss issues in real-time. This creates a few problems:

  1. The conversation happens separately from the original email, so when you look at it later on, you have no context on the situation.

  2. When you go to find that context, you have to search through multiple apps to find it.

  3. Chat messages can be distracting, and when they happen separately from the email itself, you have to message more to explain the email’s purpose.

Front brings the discussion to where it should be: with the original message. Loop teammates in on a conversation with an @mention, or get a second opinion on a reply by sharing a draft. With Front, you can get the context you need to work more efficiently.

mention gif

3. Automate the tedious tasks that suck up time.

We do the same things over and over with traditional email. We move emails into folders, forward emails to teammates, reply with similar answers — the list goes on. Front can do repetitive work for you with rules.

Using “if, then” statements, you can organize your messages based on trigger words, or route messages to certain people on your team at specific times. With Front, your email knows where it should go, and what it should do, all on its own.

rules gif

Teams come up with amazing time-saving automations using rules. Some common favorites include:

  • Assign emails containing a certain keyword to the right teammate: If the message contains “billing,” route it to the accounting manager.

  • Add tags to emails so you can quickly scan your inbox for urgent items: If the message is from Acme Corp, add the tags VIP Customer and Urgent.

  • Archive emails you don’t really need to read: Auto-archive calendar accepts or CRM record updates.

For more ideas, check out the Front Rules Directory.

4. Manage group email in team inboxes to save time.

Our claim to fame is our team inbox. It’s a supercharged shared inbox (an inbox like support@company.com that allows multiple people to send and receive email from the same address) with the following superpowers:

Got emails to distribution lists, Google Groups, Outlook shared mailboxes, or some other group alias, like contact@, team@, or support@? Front completely changes the way your team manages these emails to save you hours every week. With Front, you can create shared inboxes to manage messages as a team.

1) Create a shared inbox for anything, like “Success,” “Support,” or “Marketing,” for instance. The shared inbox lives in Front right below your individual work email, so it’s easy to find.
2) When someone sends an email to these inboxes, like “success@,” any teammates who’s part of that inbox can see the same copy of every email.
3) When one person replies, everyone can see that it’s been answered, without creating any additional copies or duplicate work for other teammates.
4) If you know the best person to respond, you can assign it to them so everyone knows who’s responsible for what.
5) When you reply to an email in a shared inbox, it’s archived for everyone and moved out of the queue. Poof.

Team inboxes gif

Shared inboxes drastically cut down on the number of emails you need to look at every day. Instead, you’re working through your group emails together. No need to read every single customer email; what’s important is that every customer gets a reply from your team, from whomever is best equipped to answer it.

5. Organize your inbox to work more efficiently.

With endless messages and very limited attention spans, we need a better way to organize our inboxes. Gmail and Outlook have tried solving this with spam, folders, and labels like “important.” These depend on teammates to sort messages individually, though, so everyone has to spend time organizing messages. The way you organize your inbox is probably very different from the rest of your team.

With Front, your team stays organized as a whole and can find information you need faster with team tags. You can make tags stand out in your inbox with colors and emojis, or view tagged messages at once like folders. You can also create your own private tags to organize messages for your personal workflow.

tag gif

Keep learning

One Pager - 5 Min ReadFront’s Rules Library: A collection of 26+ workflows to discover and customize as you scale
Typically, Rules aren’t that fun to talk about; like when you weren’t allowed to have dessert until you finished your broccoli.  Rules in Front, on the other hand, aren’t about restriction at all. We like to think of them as an invitation to customize Front to bring out the best in your team.  Front’s Rules are essentially the building blocks to automate customer communication and team workflows. They’re simple “if-then” conditions that reliably automate tasks to save time and increase your team's efficiency. In the backend, they look sorta like this:  Creating team Rules makes your workflow more efficient and helps you scale by automating tasks so you can spend time on your customer interactions instead. But we don’t want you to have to start from scratch.  Introducing the Rules Library, a curated collection of popular team Rule templates you can customize and use in a matter of clicks. Discover new workflows to implement for your team, and save time writing the recipe. The Rules Library serves as a source of inspiration, highlighting 26 of our most popular Rules. Not only can you discover new Rule templates for your team, but you can activate them in a snap – making managing your team much more efficient. The library is full of templates to help: Ensure your team replies on time Route messages to the right person or team Give your team appropriate visibility  Keep your inboxes tidy Increase your team’s efficiency   Ready to find new Rule templates and scale your team’s workflow? Here’s a preview of 6 actions you can automate from a template in our new Rules Library. 1. Never miss your Service-Level Agreement (SLA) Tag un-replied messages after a specific time elapsed to surface possible breaches. For example, if a support team has a 24 hour response time turnaround, you can automatically apply a tag like “SLA warning ” to messages approaching a breach to escalate them and signal to your team to prioritize that work.  Or, automatically assign messages at risk of a beach to a specific teammate so they can tackle it right away.  2. Automatically assign messages to a teammate after applying a tag and take that task off everyone else’s plate For example, perhaps Shanice handles all communication with Disney, a VIP customer. You can automatically tag their messages with a “VIP” tag, then assign them to Shanice so it’s the first thing she’ll see in her inbox.  Or, let’s say Tommy handles all escalated support inquiries related to a specific high-end component called ‘MDJ-11’. This Rule template could automatically assign him messages anytime someone on the team applies the tag ‘MDJ-11’. This saves the team time from having to manually apply the escalation tag and then also manually assign the messages to Tommy. 3. Get a notification when extra-important messages arrive Alert teammates to messages sent from a person or address. For example, Mike is the CEO of a critical account; you can use a Notify Rule template to ping your inbox whenever Mike emails any team inbox, be it support@, finance@, or complaints@, so you can keep an eye on, or even intervene, when needed. You could also configure the Rule to notify a CSM whenever their account writes into support, so they can reach out and make the personal connection.  4. Move messages to organize your team’s work Move emails to another inbox when needing to escalate an issue. For example, if a support request tagged as ‘tier 1’ can’t be addressed by that team team, the rep could apply a ‘tier 2’ tag, triggering this Rule to automatically remove the ‘tier 1’ tag and move the message to the tier 2 support inbox for that team to address.   You can even customize it to un-assign the message in the process, and route it to someone else. This saves that rep valuable time from having to manually remove a tag and move the message. Tag it and let Front do the rest so you can move on with your work. 5. Archive messages to clear up inbox clutter Archive email that don’t demand your team’s prioritization based on content.  For example, if you want to filter out non-urgent newsletter emails, you can use an Archive Rule template to archive messages containing the word “newsletter.” Remember that in Front, your inbox is your to-do list, so archive messages that don’t require action – you can always browse through ‘em later! You could also choose to automatically archive all dropbox edit notifications, calendar confirmations, or other non-personal emails that don’t require immediate attention. 6. Reply to messages that can’t wait  Send message templates to messages with a predictable reply, like when a message is received outside of business hours. For example, Rob’s shift is from 8 am - 5 pm M-F, and he wants to highlight specific resources for different accounts while he’s out. He can use the Reply Rule template to ensure each account receives an auto-reply with their personalized resources. We also like to automatically send a message template if a message hasn’t been replied to right away. We’ll let the customer know we’re on it if they haven’t heard from us within 12 hours, and then will tag the email with an “Urgent” tag so we know to look there first.  We’ll be adding more Rules to the library regularly, so check it out regularly. If none of the Rule templates in the library work, no problem; you can always create custom Rules leveraging ‘if-then’ conditions.  Head on over to the Rules Library now to explore the templates and get inspiration for your next game-changing workflow. Here’s to more time spent on what matters – we’ll take care of the rest.
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Guide - 6 Min ReadCreate a successful Sales team with Front
Your customers demand a first-class experience. Front helps you personally ensure your customers’ desired outcomes at any scale, without sacrificing customer experience. The heart of every Sales team is communication between customers and teammates. With high-touch, personalized messages, Front is built to help your team go the distance. In this guide you’ll learn how to set up the product to help your team collaborate efficiently, close deals,  Once you’ve set your team up using our getting started guide, it’s time to think about a strategy for helping your Sales team thrive. Front is built to be customized to your team’s needs, meaning that you can design the workflow that helps close deals faster, work together on difficult messages 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 Sales team.  #Automate workflow A workflow built to close deals quicker Setting your team up for success means establishing a natural workflow that eliminates busywork and clears the way for higher quality connections with potential customers. Here are 4 actions to take that help streamline your workday.  Team inbox setup for Sales Front’s team inbox is a shared inbox that incorporates all your communication channels into one place. There are a variety of ways your team connects with leads – be it your sales team email or website chat – and by connecting all of those channels to your team inbox, it’s easy to get to work. Think about your most commonly relied-upon communication channels 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 on the agenda each day, prioritize work together, and avoid context-switching by looking at different web pages to communicate with customers.  Assign owners to inbound messages  As you watch the messages stream into your team inbox, start assigning them owners. Once someone is assigned a message, it shows up in their personal workspace 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.  Automatically sort leads and prioritize outreach 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 demo requests tagged as “Demo” and assigned to Samantha? There’s a rule for that. Want to make sure all inbound messages are responded to within 2 hours? Set up an SLA.  Get reminders to follow up later Sometimes it takes a couple tries to get a response. By hitting “snooze” on an email, or “send and snooze,” you can set up an automatic reminder to check in on a message. So if you haven’t heard back on a big deal by tomorrow morning, the message will pop back up in your inbox so there’s no chance of you dropping the ball.  #Work together Work together to enhance customer messaging Customer communication is a team sport, and being able to leverage the expertise of your team is critical. That’s why collaboration is built into Front’s product. Here are some ways to use the product to work together, better.  Comment on emails to get help on a deal or align on strategy  Tap a friend for a second opinion, or clue someone in to a deal with a client by commenting directly on an email. This replaces messy forwarding chains and makes collaboration much more actionable; when you at mention someone, they stay in the loop and provide support as you go back and forth with the client.  Perfect your outreach by drafting emails together Closing a deal with a VIP opportunity, or stumbling on how to craft an outbound message? 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.  If your Sales team is distributed, 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.  Create message templates for consistent and fast responses Voice and tone matters when reaching out to prospects or responding to requests. Save message templates for your team to personalize and use for common emails. This helps saves time and keep initial conversations consistent.  #Context at a glance Get customer context at a glance Use your team’s most critical tools – from Salesforce to Asana – right from Front. Or, create a custom integration with our open APIs.  Integrate your favorite CRM into Front It’s easy to get distracted when switching between tabs or hunting for important customer info. Use your favorite apps from Front with our integrations. Once they’re enabled, just sign in using your login info and you’ll be able to access your most relied upon tools without context switching. Here are our very own Sales team’s favorite integrations:  Salesforce Outreach Aircall Drift Create custom integrations with Front’s open APIs Front’s open API allows customers to build a window into their own systems, whether it’s their own in-house database of customer information or building a separate integration into a tool they need. #Measure success Track your success Use tags in your team inbox to organize prospects and get visibility into progress Tags and channels in your team inbox are ways to sort your incoming messages by type, sender, urgency, project, etc. Set up a tag for hot deals in the works, or create a channel for live chat. 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 sales email, or what clients and projects are requiring the most work.  Use Analytics to report on sales activity and response time Want to see how your team is tracking against your internal goals? Use Analytics to see how quickly teammates are responding, which customers write in the most, or when your busiest hours are. Then, adjust accordingly by finding out who needs more support and where there’s an opportunity to create a better customer experience. 
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