Front has a helpful feature to aid your team in maintaining consistency in handling communications and ensuring there is an owner for every shared conversation. Any time a teammate starts a new conversation or replies to an unassigned conversation from a shared channel, the conversation will automatically be assigned to that teammate. The feature works when you send directly from Front, not if you send from outside of Front, even if you have the feature enabled.

By default, this feature is turned on in channel settings, but admins have the option to disable it if you do not want conversations that don't have an assignee to be auto-assigned to the next teammate who replies.

Step 1

Click the gear icon on the top right of Front, then select company settings in the left sidebar. Click Channels, select the channel you'd like to modify, then click Settings.

Step 2

Turn the toggle on or off for Auto-assign conversations on first reply.

Step 3

Click Save.