How to create a custom channel in Front

Overview

Front's custom channel option can be controlled with the API to integrate any messaging platform.

For custom channels, inbound messages are sent to Front via the API, and outbound messages are sent to a webhook endpoint, which will be responsible for delivering the message. 

Instructions

Step 1

Go into your Settings, select Inboxes, and Add a team inbox.

Step 2

Select Custom.

Step 3

Enter a name for your new inbox.

Step 4

Select the Channel contact type.

Step 5

Click Next.

Step 6

Give your teammates access to the new team inbox, and click Create inbox. The inbox and custom channel should now be added.

Step 7

Scroll down to the API Endpoints section. When you click to expand, you will see webhook URLs that will allow you to send and receive messages. There is also a link to the custom channels section of Front's API documentation. Your development team can use this to complete the setup of your custom channel.

Custom channel settings

Channel settings are available when clicking into Settings, then into Inboxes, and selecting the inbox that your custom channel is in. These settings allow you to configure how this channel will behave.

Channel contact type

That channel contact type specifies what type of contact handle recipients of messages sent from this channel should use.

Channel reply mode

Specify if this channel can send replies to messages.

Allow new messages from channel

Specify if this channel can start new outbound conversations.

API endpoints

The API endpoints required to send inbound messages to Front, and the URL Front should send outbound messages to.

Note: You can send messages with regular text and emojis only. It's not possible to format text in the composer of a custom channel.

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