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Rules

Understanding rules
👋 Register here for a training recording about how to take advantage of the latest updates: AND/OR conditions and using rules to trigger other rules. Overview Front's rules engine allows you to…
- Helena Liadmin
- Helena_Li
- 3 days ago
- 20 replies
- 18,944
- 3
- Cori Morrisadmin2 mths ago
- Rules
SLA rules
Overview Service-level agreements (SLAs) are common in businesses to maintain a high standard for response times to customers. Whether you have internal response time goals for your team or formal…
- Helena Liadmin
- Helena_Li
- 4 wk ago
- 725
- Rules
Company rules
Overview Company rules are rules that can be applied to all individual or shared inboxes. They are used to centralize management of individual rules that would need to be duplicated across all users.…
- Baptiste Coulymoderator
- Product Manager
- Baptiste_Couly
- 1 mth ago
- 498
- Rules
Set conversation/ticket status with tag workflow rules
Overview Teams that come from traditional ticketing solutions have leveraged 'ticket status' to organize, categorize, and prioritize their work. While Front isn't a ticketing solution,…
- Andersen Yuadmin
- Andersen_Yu
- 9 days ago
- 413
- Rules
Automatically balance your team’s workload with load balancing rules
Overview Teams handling high message volume can automatically distribute work amongst teammates with the load balancing feature. That way, customers get the quickest responses,…
- Helena Liadmin
- Helena_Li
- 1 mth ago
- 1,415
- Rules
Keeping a log of messages sent and received via Front
A common requirement for many users of Front is to record a log of all messages send and received through Front in an external system. Here we’ll explore a couple of methods of achieving that…
- Jason Dugdalemoderator
- Tooling & Support Engineer @ Front
- Jason
- 1 yr ago
- 338
- Rules
Build and enforce an SLA workflow (legacy method)
📣 This is the legacy SLA setup using the standard rule engine in Front. We now have an SLA rules feature to automatically create and manage your SLA workflows,…
- Samantha Wongadmin
- Drive Value. Conquer Change.
- Samantha_Wong
- 1 mth ago
- 740
- Rules
AND/OR rule conditions
Overview Front's rule engine allows you to create rules using AND/OR statements. With this capability, you're able to create complex workflows within a single rule,…
- Andersen Yuadmin
- Andersen_Yu
- 1 yr ago
- 1,154
- Rules
Automate actions with rules
Overview For any team, you'll often find repeatable administrative tasks that can be automated — like assigning a specific type of conversation to an in-house expert or tagging certain messages for…
- Helena Liadmin
- Helena_Li
- 1 mth ago
- 4 replies
- 3,780
- Helena Liadmin1 yr ago
- Rules
Automatically categorize your emails
Overview If you're reading this, you're probably looking for a more automated way to obtain insights on your emails, and a better way to track the topics of your conversations and what your…
- Andersen Yuadmin
- Andersen_Yu
- 4 days ago
- 1,379
- Rules
Guide to rule conditions
Overview Rules are made up of three types of conditions: When : trigger events that qualify a rule to start scanning for the filter conditions If : filter conditions that need to exist in order for…
- Helena Liadmin
- Helena_Li
- 9 days ago
- 3 replies
- 4,640
- 2
- Helena Liadmin7 mths ago
- Rules
Time-based rules for autmoation
Overview Prioritizing work in a busy inbox is important but often hard to achieve. Let Front notify you when a conversation has been sitting unanswered and unassigned in your inbox for too long.…
- Cori Morrisadmin
- Customer Support Manager
- Cori_Morris
- 1 mth ago
- 3 replies
- 2,541
- 1
- molly.jones@etix.com6 mths ago
- Rules
How to create a rule
Overview Rules save you time by automating repetitive processes. More information about understanding team and individual rules can be found in the Understanding rules article.…
- Helena Liadmin
- Helena_Li
- 1 mth ago
- 5,122
- 1
- Rules
How to create time-based rules
Overview Time-based rules so you can stand behind your commitments to your customers. If you guarantee that you will always reply within a certain time frame,…
- Helena Liadmin
- Helena_Li
- 3 days ago
- 23 replies
- 3,960
- 1
- Jordan Annis5 mths ago
- Rules

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Rules

Understanding rules

SLA rules

Company rules

Set conversation/ticket status with tag workflow rules

Automatically balance your team’s workload with load balancing rules

Keeping a log of messages sent and received via Front

Build and enforce an SLA workflow (legacy method)

AND/OR rule conditions

Automate actions with rules

Automatically categorize your emails

Guide to rule conditions

Time-based rules for autmoation

How to create a rule

How to create time-based rules

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