Assign a conversation based on the Salesforce account owner

Overview

This is by far the hottest topic you've asked, regarding Salesforce auto-assignments in Front, 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.


Zapier Assignment Method

Link to a video walkthrough 

Permissions required

  • 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 

Instructions

Part 1: 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

Part 2: Create your Zapier trigger

  1. Create a new Zap

  2. Choose the Webhooks Trigger > Catch Hook

  3. Copy the webhook URL to your clipboard and pause

Part 3: 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:
  

Part 4: Complete your 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.

Part 5: Zapier action - 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

 

Part 6: Zapier action - 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 https://api2.frontapp.com/conversations/  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. 


Front Assignment Method Based on Contact Field

What's required

Instructions 

Part 1: Create the custom object

  1. Go to Settings > Contact > Create custom field > Create a custom field and set the data type to "Teammate".

  2. Sync data from Salesforce to this custom field. For testing purposes, you can manually update this field in the contact manager. We expect the value of this field to be the email address of a Front teammate.

Part 2: Create a contact assignment rule

  1. Go to Settings > Rules > Create a rule > Add an Assign "Based on a contact field" action
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