Front 101

Welcome to Front! We know that getting used to a new tool can take some time, so we'll walk you through the core concepts you need to know to get up and running with Front in no time 👍

What's Front?

Front is a platform that brings all your work communication to one place. Instead of logging in to Gmail or Outlook to check your email, you’ll log into Front. If you communicate for work over email groups, text, website chat, or social media, you can manage those messages in Front, too.

Front has some built-in features that make working in your team inbox fast and efficient. Here's a quick look at how to find them!


Inbox basics

Start with these if you're new to Front. Just click on the name to learn more about them — we've linked a detailed help article for each.

Admins

Admins are in charge of setting up your team inbox structure, creating your team's workflow, and managing team member access. Think of them as your "Inbox Architects".

Folders and inboxes

This is how Front organizes your team's messages. An inbox has an account associated with it, such as an email group like support@yourcompany.com or an SMS number. You can have multiple accounts connected to a single inbox, so you can handle similar messages in one place.

A folder is just an inbox with no associated accounts. Think of an Urgent folder, where you escalate messages that need quick replies, or a Customer Feedback folder, where you move messages other people should review.

Assignments

Every message in Front should have an owner, so you know exactly who's working on what. Click "assign" in the upper right corner of a message to pick who should respond. 

Unassigned, Open, and All

You'll see these tabs at the top of your conversation list. "Unassigned" messages are new inbound messages that need an owner. "Open" messages have been assigned an owner and are being worked on. "All" includes everything 🙂Once a message has been archived, you're done!  

Comments

Like Gchat or Slack, right on your email. These internal messages help your team work together behind-the-scenes without needing to send more emails. If you need someone to chime in, @mention their name with your comment (like "@sarah can you help?").


Productivity tips

These will help you work faster and more efficiently with your team. Think of them as ways that Front supercharges your normal inbox ⚡

Tags

Labels for your messages. Use them to organize your inbox, signal your teammates to take a certain action, or automate tasks with rules (more on those later).

Canned Responses

Don’t reinvent the wheel. Save individual or team responses that you can use again and again by clicking the canned response icon when you draft a new message.

Shared Draft

Click the person icon to the left of the Trash button to give access to someone else on your team, and they'll be able to work on the new message draft with you like a Google Doc.

Reminders

Follow-ups galore! When you send a message, click the clock in the bottom message toolbar to pick a time for the conversation to pop up again in your inbox if you don't get a response. 

Snooze

Think of it like hitting "save for later". Click the clock at the top of a message and pick a time for it to come back. The message will be hidden until then so you can focus on other things.


Power features

Don't even worry about these until you've mastered the basics 💪When you're ready to get even more out of Front, try these next. 

Rules

"If this, then that" for your Front inbox. Set up triggers and actions for repetitive workflows, like "if an inbound message contains the word "bug", tag it with the Bugs tag and move it to the Urgent folder".

Analytics

Get reports on your activity in Front to understand how your team is doing (i.e. "What issues come up the most?" "What are the busiest email times?").

Sequences

Front's version of "mail merge". Send a personalized email campaign with automated follow ups to a list of contacts, like an event invitation or sales outreach.

Dynamic Variables

Customize your canned responses and email campaign sequences with variables (think: Hi {{first_name}}).


Ready to dive into Front? The rest of our Getting Started guides will help you along the way.

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Welcome to the Front community!

The Front community is your place to come together and discuss the product, register for webinars, and get support from our help center.

Webinars

New to Front or need to refresh your skills? Join us for live training sessions every week! Check them all out here.

If at any point you need assistance, please don't hesitate to email us: team@frontapp.com.