When to use Teams
A Front account can contain many Teams. A Team is a distinct workspace within Front. Team members can have access to multiple Teams and can manage inboxes across each of them.
The purpose of Teams is to allow organizations to have multiple Front workspaces within one account. Billing and SSO are unified across all Teams.
Teams are distinct entities in Front. Each Team manages their own channels, canned responses, channels, tags, contacts, and analytics and do not have access to those of other Teams. Members of multiple Teams can toggle between them, but otherwise users will only see their Team’s workspace.
Integrations and plugins are not currently separated per Team, but this will come soon.
Because Teams are separated, Team A cannot @mention members of Team B in comments and share conversations that way. However, if someone is a member of both Team A and Team B, they can move conversations across Teams by dragging them from one Team to the other.
The Teams feature is currently available on all Enterprise plans.
When should you use Teams?
A company has many subsidiaries that they would like to separate into multiple, distinct Front workspaces. For example, Disney is the Front account, and Corporate, ESPN, ABC, Marvel Studios, and Lucasfilm are Teams.
A B2B company works with a handful of clients, and would like separate workspaces within Front for each, so that each client’s data stays completely siloed and confidential. For example, Ogilvy & Mather is the Front account, and American Express, IBM, and Dove are Teams.
A software startup would like separate workspaces in Front as some teams handle sensitive information that must be siloed. For example, Expensify is the Front account, and Customer Support, HR, and Finance are separate Teams. Sensitive information is isolated [with]in each Team, while teammates can be members of multiple Teams to collaborate [with other] departments.
A hospitality company would like to have separate instances of Front for each city they service as they require different sets of rules, tags, and canned responses. For example, OneFineStay is the Front account, and New York, Miami, and London are Teams.
If you’re unsure about whether or not you should use Teams, let us help you!
I am revisiting the idea of using teams... we haven't been able to yet because Frontapp doesn't seem to allow us to everything we need it to yet - BUT here's a question.
Can I have one channel exist on multiple teams?
There are some channels that we have currently that cannot be "split" very easily on our end, so it'd be great if we could have them in each team. A "shared channel" example is our Facebook business page. Obviously, we have different location's pages, but the way FB is structured it still comes into the same box. We'd prefer this feature (for now) with our Aircall inbox as well...
We already know you won't allow us to have multiple email inboxes and we're thinking we could set up mail forwarding or something to combat that... but I [wonder if] being able to send it to another team directly without needing to forward the message would make more sense...Reply
Allie Huang you're not able to have the same channel exist across multiple teams. The reason we implemented Teams this way is based on how we think about work being done within Front. At the end of the day, having the same channel across multiple teams would result in duplicate work and efforts.
In your example for Facebook, perhaps creating a Social Media Team that multiple locations work out of would be an ideal set-up. Everyone who manages those channels will be part of this one team and can collectively manage messages that belong to their location, from the same shared inbox.
In regards to email, since each Team effectively functions as a silo, if you have one message sent to two separate teams, or you forward an email from one team to the other, the emails are 'split'. To add some additional context, what I mean by 'split' is each conversation will exist independently within each Team, therefore one team can act on their copy of the email without impacting the other team's copy. Regardless of which option you chose to move forward with, the underlying logic will still be the same.
Let me know if you have any additional questions and thank you for sharing!Reply