Understanding rules

Front's rules allow you to automate some of your workflows to save time and increase efficiency. Below is a list of things you should know before creating rules.

  • You can create rules for both individual inboxes and team inboxes. Team rules can be applied to any shared inbox. Individual rules will only apply to your individual inbox. You need to be an admin in order to add a team rule.
  • The order in which your rules appear serves as a hierarchy. A rule that appears higher on the list will take precedence over a rule lower on the list, in the case that they conflict. Use the arrows to the left of each rule (upon hovering) to move it up or down the list.
  • Each rule has three parts: trigger(s), condition(s), and the resulting action(s).
    1. Trigger - When specifies the types of events that will cause Front to evaluate if the conditions of your rule are met.
    2. Condition - For the condition, you can choose either all or at least one of the following types of criteria (with one or more criteria set, either way). The conditions available depend on which triggers you have selected. For the contains condition, you can include multiple items that you want the rule to apply to by using a semicolon to separate the list.
    3. Resulting action - Then specifies what action you are wanting Front to take. 
  • Front allows for time-based rules. Use these if you would like your rule to trigger some time after the initial event.

Now that you understand rules, it's time to create a rule. For examples of popular rules and how to set them up, visit our Rules Directory.

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  • I cant get rules to work.  Simple one that when I assign a tag it should move boxes - anything I am missing?

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  • Hi Chris,

    Sorry I'm just now seeing this. Did you ever get it to work?

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  • I'd love an option for 'Stop processing further rules'. I need to have a lot of extra clauses in rules further to the end to stop from triggering for earlier rules. This is really simple in Freshdesk (which we use while evaluating Front)

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  • Jean-Paul Horn can you explain this a bit more? Are you looking for something like "if this rule is triggered, override other rules" or what?

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  • I have a rule that assigns a message to a teammate based on contents of the message, and another rule that notifies all team members if this message is not assigned.

    However, it seems everyone on the team is still getting the notification even if the message is assigned to the teammate, using the first rule.

    I have the rules ordered so that the "assign to teammate" rule is processed first. Considering the message is then "assigned" shouldn't that prevent the second rule "notify all teammates" from processing?

    Thanks for the help.

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  • Is there an action to follow a conversation?

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  • Micah Kohne Hi, and sorry for the delayed reply. Can you please send an email with the names of these rules so that we can investigate?

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  • ddofborg Unfortunately not!

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  • Thanks for the reply  Cori Morris - I added a delay to the second rule to check if the message is assigned and that makes it work properly.

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  • Is there a way to make a rule be case-sensitive?

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  • roundedbygravity Not at this time. I will share this request with our product team, though.

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  •  Cori Morris , I can add a personal tag to the messages in our shared team inbox but is it also possible to create a team rule that adds this (personal) tag to a message received in our team inbox?

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  • Rolf Dröge Not at this time. I'd be happy to share your request with our Product team, though.

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