Plan your inbox structure

Before you create your first team inbox, it’s important to think about how you want them to work. Front’s very flexible, so you should build out the structure and workflow that suits your team.

Here are a few ideas — feel free to mix and match!

Consolidate similar accounts into a folder

Group all your support channels — like your support@ email address, company SMS number, and Twitter handle — into one folder called “Support”. Then you can manage those messages all together in one process.

Use folders to sort messages into tiers

Prioritize messages by creating escalation folders, like “Tier 1”, “Tier 2”, and “Urgent”. You can manually move messages between folders or use rules to automatically sort them.

Give users access to exactly what they need

You can choose which teammates can access which team accounts and folders. You might give everyone access to general ones, like a “Customer Feedback” folder, but limit access to a noisy “Sales” folder that only the Sales team needs to see.

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