Front
Shared inbox for email, chat and messaging. Agents search and read conversations and internal comments, reply or draft replies for review, comment for teammates, archive, assign and route conversations, look up contacts and send new messages.
- Category
- Customer support
- Ways to connect
- 2
- Actions for agents
- 12
- Triggers
- 0
Ways to connect
A company admin connects Front from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
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Your Front app (OAuth) Your OAuth app
Create an OAuth app of your own with Front, paste its client ID and secret into Everdeck, then sign in to Front and approve access. Access runs through your own app, never one Everdeck shares with other customers.
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API token API key
Copy a key or token from Front and paste it into Everdeck.
What agents can do with Front
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 10
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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Search conversations Tier 0 · Read Outside content
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.
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Read a conversation Tier 0 · Read Outside content
Read a conversation's subject, status, assignee, main recipient, tags and custom fields.
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Read a conversation's messages Tier 0 · Read Outside content
List the messages in a conversation, newest first by default: inbound or outbound, author, recipients, subject and plain text.
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Read internal comments Tier 0 · Read Outside content
List the internal comments teammates left on a conversation, with author and time.
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Draft a reply for review Tier 2 · Reversible
Save a shared draft reply on a conversation for a teammate to check and send. Nothing is sent to the customer.
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Comment for teammates Tier 2 · Reversible
Add an internal comment (Markdown) that only teammates see; @mentions notify them.
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Archive, reopen, assign or move a conversation Tier 2 · Reversible Outside content
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.
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Read a contact Tier 0 · Read Outside content
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.
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List channels Tier 0 · Read Outside content
List the channels the connection can send from, with ids, names, addresses and types.
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List teammates Tier 0 · Read Outside content
List teammates with ids, names, emails and availability, for assignments and @mentions.
Asks first 2
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Reply to the customer Tier 3 · External
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.
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Send a new message Tier 3 · External
Start a new conversation by sending a message from a channel (email address, SMS number and so on).
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in Front starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Customer support. What an agent does with Front depends on the actions you grant it.
- Read new tickets or conversations, tag them and draft replies for review.
- Add an internal note that sums up a long conversation before a person takes over.
- Answer common questions from your help articles, after you approve the reply.
Set it up
The Front setup guide walks through each way to connect: what to set up first and the fields to fill in.
Front is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
Your company, always on deck.
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