Email Software Resources

If you've ever talked with someone at Front, it's likely you've heard some if not all of these terms. Since Front brings a new approach to email management, naturally, there is some new lingo to go along with it. Here is what we mean when we talk about: Channel A channel is any communication 'channel' you manage within Front. This can be an email address, Twilio phone number, Twitter, Facebook Messenger, etc. Each of these modes of communication represents a channel within Front. Folder A folder is an organizational space where you can organize emails into. You can create rules that auto-route emails into a folder or have your team manually move messages into one. Because folders do not have any channels in them, they do not receive any inbound messages. Inbox An inbox is also an organizational space, the difference being that an inbox has a channel or multiple channels in them and a folder has none. For instance, when you add your support@ email address to Front, we'll create an inbox for that channel. Because an inbox can hold multiple channels, you can also add your bugs@ and info@ email addresses into that inbox.

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The worst part about someone leaving a company, is not knowing what conversations they're working on and feeling like there is a black hole within your team. With Front, when someone leaves your organization all the messages that are assigned to them, from a team inbox, will automatically be unassigned. Your team will retain all the work this individual has contributed to the team inbox. If the individual had an individual inbox added to Front, that history will not be made available to the team as it is a private inbox.

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If you're reading this, you're probably looking for a better way, a more automatic way, to get insights about your emails and what they are about. You can use a combination of Rules, Canned Responses, and Tags to do just that: Step 1: Think about what you want to learn Before you start creating these new tags and rules, stop and think about what you want to learn. What are the categories and topics that you want to track? Step 2: Create Tags Create tags for each of these categories. Step 2b: Create Canned Responses (optional) Create canned responses you want your team to use when handling frequently asked questions. Step 3: Create Rules You can create rules based on keywords and automatically tag those conversations - Template: If your team is leveraging canned responses as responses, you can actually create a rule that does a type of action based on the canned response used. For instance, you can create a rule template where the When is based on an outbound trigger and you then copy and paste two unique sentences from your canned response into the IF condition. This will allow you to automatically classify the conversations based on the content your team is writing.

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