How to create a custom channel in Front


Front's custom channel option can be controlled via APIs 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 with all the information you need to deliver the message through your system.

💡 Looking to build something for usage for all Front customers? You may want to check out our Channels API.


Step 1

Click into your Personal settings or Company settings, depending on which space you are working with. Admins can also access user settings by following these steps.

Step 2

Click on Inboxes on the left menu and Add an individual inbox or Add a team inbox, depending on which space you're in.

Step 3

Fill out the name and description of your inbox. Click Create.

Step 4

Choose Custom from the channel menu.

Step 5

Give your channel a name and choose the channel contact type from the dropdown. The channel contact type specifies what type of contact handle recipients of messages sent from this channel should use. It cannot be changed after you create the channel.

Step 6

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. For more information on how to utilize the incoming_messages endpoint see here. There is also a link to the Channels API documentation in case you're building something to publish to all Front customers.

Custom channel settings

Channel settings are available when you click into the inbox, click the Channels section, and expanding the custom channel settings menu. 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. It cannot be changed after you create the channel.

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. You can add media such as images as attachments. See the "Receive custom messages" endpoint documentation for details. 

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  • Is there any future plans for allowing images to be sent? 

  • Cori Morris I figured I would ping you! 

  • So if the custom channel (such as eBay messages) does not have a webhook URL's there is no possible way to set up the custom channel?

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