Front

Integrating

To help you integrate Front with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.

There are two key parts to the setup: 1) provisioning a seat for Thankful in your helpdesk, and 2) integrating your helpdesk into the Thankful dashboard.

Part 1: Provisioning a Seat for Thankful

You’ll need to create a Thankful teammate. Thankful will use this teammate to reply to your customers, just like an agent.

• The email must be set to: be+your_company_name@thankful.ai
• You must provide License Type: Full

Then, provide the Thankful teammate with access to all relevant inboxes.

Part 2: Integrating into the Dashboard

1. Go to Integrations and click “+ Add Helpdesk Integration”, select Front from the dropdown list

2. Enter the Thankful Agent support email and click Save. You will be re-directed to Front where you will be asked to Authorize Thankful. Complete the authorization and you will be routed back to Thankful.

3. Click “Notification Endpoints” and “+ New Notification Endpoint,” naming this “Front” if you have only one brand and region, but if you want to support multiple ecommerce backends or customize responses based on the brand, create one endpoint per region or brand. Click “Save” and take note of the generated URLs, which we’ll need soon.

4. In your Front dashboard, click on integrations on the left panel. Search for “Webhooks” and click “Enable Integration”. Ensure the “Enabled” switch is active, and ensure “Send Full Event Data” is disabled.

5. In your Front inbox, navigate to your settings page by clicking the icon at the top left and pressing “Settings”. In the left navigation panel, click on “Rules” and then “Add a team rule.” Name your rule something like “Notify Thankful”.

6. Under WHEN, select Inbound message, Outbound message, Outbound reply and Comment from the dropdown list.

7. Under IF, select Inbox is, and add all relevant inboxes one at a time, clicking “+ Add OR condition” after each one.

8. Under THEN, select “Send to a webhook” then paste the URL we got from the Front integration in the Thankful dashboard. Click save at the top right.

Congratulations, you’ve integrated Front!

Supported Features

The following features with checks are supported in this helpdesk.