Assign a conversation based on the Salesforce account owner

This is by far the hottest topic/question you've asked about, which is why we're excited to let you know, "YES, IT'S POSSIBLE." Just follow the steps below and you'll be able to implement smart assignments in no time.

Link to a video walkthrough 


  • Be able to create a team rule in Front
  • Be able to create a custom field in Salesforce
  • Be able to create a Zap in Zapier 


Start in Salesforce

  1. Go to Setup

  2. Create a custom field in your Contacts object (Build > Customize > Contacts > Fields > Create New Field)

  3. Data Type = Formula

  4. Name field (Account_owner_email) and select Text and next

  5. In text box type Account.Owner.Email

  6. Go through the remaining steps and save

Start your 1st Zapier trigger

  1. Create a new Zap

  2. Choose the Webhooks Trigger > Catch Hook

  3. Copy the webhook URL to your clipboard and pause

Create your routing rule in Front

  1. Go to your Settings > Rules

  2. Fill out the When and If conditions to match the scenario you want conversations to be assigned

  3. In your Then condition, paste the copied webhook URL from Zapier and save
  4. In order for Zapier to have an email to work with, you'll need the rule to trigger. You can either send an email yourself or wait for a client email to come through. Once a customer email comes through, you can go back to Zapier.

Sample rule:

Complete your 1st Zapier trigger

Now that you have a conversation to work with, you can complete the rest of your 1st Zapier trigger, just go through the rest of the steps.

2nd Zapier trigger - Salesforce Search

  1. Choose Salesforce > Find a contact > Connect to your Salesforce account

  2. In the Field to Search By, select Email from the drop-down

  3. In Search Value, select Conversation Recipient Handle

  4. Test your step and continue


3rd Zapier trigger - Custom Request

  1. You'll want to again select Webhooks > Custom Request

  2. For Method, select PATCH from the drop-down

  3. For URL, paste  and at the end of the URL add, from the drop-down, conversation id from Catch Hook.
  4. In Data, paste { "assignee_id": "alt:email:" }. You'll need to then add the Custom Field you created in Salesforce into your formula, right after alt:email: This will reference the email address of the account owner in Salesforce and assign that conversation to the Front user with the matching email address.
  5. In Headers, add the following:  

    For your authorization token, you will need to generate an API token in your Front API settings. Open your API settings, click New token, and create a token for this Zap with the "shared resources" scope. Copy that token and paste it after the text Bearer.

  6. Test the step and you're done.

What's next?

Now that you've set up your rule and zap, Front will automatically assign your conversations based on the account owner in Salesforce. 

1reply Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Hi, thank you for this article. If the objective is to -only- notify the Salesforce Account Owner, instead of assigning him/her to the conversation, which variable should we use instead of "assignee_ID" in { "assignee_id": "alt:email:" }? Would "subscriber_ID" work? If not, do you see another workaround? Many thanks for your help!

    Reply Like
Like Follow
  • 1 mth agoLast active
  • 1Replies
  • 949Views
  • 2 Following