Front's rules library

Overview

Front's rules engine allows you to automate your team’s workflows and increase your team's efficiency in Front. Looking to explore options for your team’s workflow, or do you have a rule in mind, but are unsure where to start? Front’s rules library provides a place where teams can discover and create rules in a few simple clicks.

You can access Front’s rules library right from your rules settings in Front.


Using the rules library

Instructions

Step 1

To navigate to the rules library, go to your Company settings > Rules > Rules library. Or in your team rules list, you’ll see Browse library right next to Add a team rule.

Step 2

Search the rules library or use the tabs below to browse rules related to specific rule actions. 

Step 3

Once you find a rule that fits your needs, simply click on the rule, and we’ll create a pre-filled rule for you.

Step 4

Add a name for your rule, and edit the rule to fit your team’s needs. You can also click More options to add additional When, If, and Then conditions to your rule. Click Create rule to finish. To discard the rule draft, just click Back to library.

See here for a full guide on rule conditions

Rules you’ll find in the library

You can filter rules using the following categories:

  • SLA: Create automations to track any SLA breaches, and warn your team about potential breaches. More information on SLAs in Front can be found here.

  • Assign: set up workflows that automatically assign conversations to teammates, and ensure that no message goes unreplied.

  • Move: automatically move conversations across team inboxes to organize your conversations, set up an escalation structure, and more.

  • Notify: automatically share a conversation with a teammate, or group of teammates, to bring their attention to important conversations and increase visibility

  • Archive: archive conversations when they meet specific conditions

  • Reply: send automated messages by setting up rules that send canned responses to your customers


Want to see more rules included in the rules library?

Over time, we'll be adding rules to our library based on feedback and usage from customers. Click Send feedback at the bottom of the page to send us your suggestions and ideas!

 

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