Front setup guide

Agents read tickets and conversations and draft or send replies to your customers.

Ways to connect

Company admins connect apps, on the Integrations page in Everdeck: open Front, choose one of the ways below, follow its steps and fill in its fields. Everdeck checks what you enter before it saves anything, and asks you to confirm it’s you (your second factor) before you type any secret. How connecting works.

Front can be connected 2 ways. Where there’s a key or token to paste, that’s usually the quickest.

Your Front app (OAuth)

Your OAuth app.

This way signs in with an OAuth app you create for Front, as its steps describe: Everdeck never uses an app of its own. Register this redirect URI with your app:

https://everdeck.io/api/oauth/callback

Then save the app’s client ID and secret in Everdeck, on the connect page or under OAuth apps, and sign in.

1. As a Front admin, open Settings, choose Company, then Developers, and click Create app. Give it a name (for example Everdeck) and save.
2. Open the app's Features tab, click Add feature, choose OAuth and click Enable OAuth.
3. Click Add Redirect URL and enter https://everdeck.io/api/oauth/callback.
4. Under the token scope choose the Access resources feature, the Global resources and Shared resources (All shared workspaces) namespaces, and the Read, Write and Send permissions. Leave Delete off.
5. Copy the Client ID and Client secret into the form, click Connect and approve as an admin (Front only lets admins authorize OAuth apps).

Disconnecting deletes the tokens Everdeck saved. Front documents no revocation endpoint: remove the app in Front's settings.

API token

API key.

1. As a Front admin, open Settings > Developers and go to the API Tokens tab. Click Create API token and give it a descriptive name (for example "Everdeck AI employee").
2. Choose the Access resources feature, the Global resources and Shared resources (All shared workspaces) namespaces, and the Read, Write and Send permissions. Leave Delete off.
3. Click Create, open the token, click Copy and paste it into the form.

Field	What to enter
API token	A secret: Everdeck saves it encrypted and never shows it again. Where to find it.

Disconnecting deletes the credentials Everdeck saved, but Everdeck can't revoke them: the key, token or password itself keeps working at Front until you delete or rotate it there.

What agents can do

An agent uses an action only when its charter grants it, on the agent’s Tools tab, where you choose whether each one runs by itself (Auto), asks first or never runs. Each action has a risk tier: tier 3 actions, which customers or the public see, ask first unless you choose otherwise, and tier 4 actions (money, deleting things, access) always need a person. How tools and tiers work.

Actions marked Reads outside content return things people outside your company may have written. Agents treat what they read as information, never as instructions, and their riskier actions later in the same session need approval.

• Search conversationsTier 0 · ReadReads outside contentfront_search_conversations

  Search conversations by words and filters, most recent activity first. Returns id, subject, status, assignee, main recipient, tags and timestamps. Front caps search at 40% of the company's rate limit.

• Read a conversationTier 0 · ReadReads outside contentfront_get_conversation

  Read a conversation's subject, status, assignee, main recipient, tags and custom fields.

• Read a conversation's messagesTier 0 · ReadReads outside contentfront_list_messages

  List the messages in a conversation, newest first by default: inbound or outbound, author, recipients, subject and plain text.

• Read internal commentsTier 0 · ReadReads outside contentfront_list_comments

  List the internal comments teammates left on a conversation, with author and time.

• Reply to the customerTier 3 · Externalfront_reply_to_conversation

  Send a reply in a conversation. It goes to the conversation's recipients unless you set to. The conversation stays open unless archive is true.

• Draft a reply for reviewTier 2 · Reversiblefront_draft_reply

  Save a shared draft reply on a conversation for a teammate to check and send. Nothing is sent to the customer.

• Comment for teammatesTier 2 · Reversiblefront_add_comment

  Add an internal comment (Markdown) that only teammates see; @mentions notify them.

• Archive, reopen, assign or move a conversationTier 2 · ReversibleReads outside contentfront_update_conversation

  Archive or reopen a conversation, mark it as spam, assign it to a teammate, move it to another inbox, set a ticket status or update custom fields. The customer is not notified.

• Send a new messageTier 3 · Externalfront_send_message

  Start a new conversation by sending a message from a channel (email address, SMS number and so on).

• Read a contactTier 0 · ReadReads outside contentfront_get_contact

  Read a contact by id or by handle, such as alt:email:[email protected] or alt:phone:+6591234567. Returns name, description, handles, contact lists and custom fields.

• List channelsTier 0 · ReadReads outside contentfront_list_channels

  List the channels the connection can send from, with ids, names, addresses and types.

• List teammatesTier 0 · ReadReads outside contentfront_list_teammates

  List teammates with ids, names, emails and availability, for assignments and @mentions.

Testing, problems and disconnecting

Everdeck checks the connection when you save it. On the connection’s page in Integrations, Test checks it again at any time.

If Front later refuses the connection, for example because a key was deleted or a sign-in expired, the connection shows Needs attention on the Integrations page and the people who manage connections are told. Agents can’t use it until a company admin fixes it with Edit or Reconnect.

To stop agents using Front, open the connection and select Disconnect. Agents stop using it at once and its saved credentials are deleted. What else happens depends on how it was connected: each way above says.