Front

Connect FlowRunner agents to the Front shared inbox. Agents triage and reply to conversations across email, SMS, and chat, post internal comments, and keep the contact directory in sync.

3 triggers 19 actions available

A new customer message lands and Front fires On New Inbound Message

Agent reads the conversation subject, body, and sender

Agent classifies the message and checks for a VIP or escalation tag

Agent routes the conversation to the right inbox, assignee, and tags

Agent posts an internal comment with the relevant context for the assignee

On-call channel notified when the conversation matches an escalation rule

A drafted reply is posted as an internal note for a teammate to review and send

What This Integration Enables

Agents manage the full conversation surface in Front: list, search, get, reply, send, update, and archive conversations across email, SMS, and chat channels. They post internal comments to alert teammates and list those comments for context. They keep the directory current by creating, reading, updating, and listing both contacts and accounts, so customer context stays consistent with the CRM. Three triggers fire on new conversations, new inbound messages, and new comments, which cover the events a support or operations flow reacts to. The connector covers conversation handling and directory sync; the surrounding flow decides what gets drafted, escalated, or sent.

Without FlowRunner

Manual triage Every inbound message is read and routed by hand before anyone can act

Context lives elsewhere The customer's CRM history is in another tab, not on the conversation

Inconsistent escalation Whether a VIP message gets escalated depends on who happens to see it

With FlowRunner

Routing happens on arrival Conversations are classified, assigned, and tagged the moment they land

Context on the conversation Relevant account and history are posted as an internal comment automatically

Escalation by rule VIP and urgent messages trigger a defined escalation every time

Use Case Scenarios

Inbound Triage and Routing

A customer email lands and Front fires On New Inbound Message. The agent reads the content, classifies it, and calls Update Conversation to route it to the right inbox, set the assignee, and apply tags. It posts an internal comment with the customer's account context so the assignee starts with the full picture. Triage that used to be a manual sort happens before a human opens the conversation.

CRM-Driven Welcome

A new lead is created in the CRM. The agent calls Create Contact in Front to mirror the contact, then Send Message to deliver a welcome email through the support channel. The customer's first touch is consistent and immediate, and the directory stays in sync with the system of record.

Assisted Reply with a Human Send

For an inbound question, the agent drafts a suggested reply and calls Add Comment to post it as an internal note rather than sending it. A teammate reviews the draft, edits if needed, and sends it. The agent does the gathering and drafting; the human owns the words that reach the customer.

Human-in-Loop Highlight

A reply that reaches a customer in the company's name is a human decision, so the agent drafts but does not send. When the agent prepares a suggested response to an inbound message, it posts the draft as an internal comment and routes it to the assigned teammate via Front: "Drafted a reply for [customer]'s question about [topic]. Review and send, edit, or take it over?" The teammate decides what actually goes out. Routing, tagging, and context-gathering run automatically; the outbound message that speaks for the company gets a human in the loop.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

19 actions

Conversations

List Conversations Lists conversations across inboxes. Used to enumerate open work for reporting or batch handling.
Get Conversation Retrieves a single conversation. Used to read the full thread before acting on it.
List Conversation Messages Lists the messages within a conversation. Used to gather the full exchange for context.
Search Conversations Searches conversations by content or metadata. Used to locate related threads before responding.
Reply to Conversation Sends a reply within an existing conversation. Used to continue a thread once a response is approved.
Send Message Sends a new outbound email or SMS through a Front channel. Used to start a conversation, such as a welcome or notification.
Update Conversation Changes a conversation's assignee, inbox, tags, or status. Used as the core routing step in triage flows.
Archive Conversation Archives a conversation. Used to close out resolved threads automatically.

Comments

Add Comment Posts an internal team comment on a conversation. Used to attach context or a drafted reply for a teammate.
List Comments Lists internal comments on a conversation. Used to read prior internal discussion before acting.

Contacts

Create Contact Adds a contact to the Front directory. Used to mirror new CRM leads into Front.
Get Contact Retrieves a single contact. Used to confirm a contact's details before messaging.
List Contacts Lists contacts in the directory. Used in directory audits and syncs.
Update Contact Updates a contact's details. Used to keep Front consistent with the CRM.

Accounts

Create Account Adds an account to the Front directory. Used to mirror new customer accounts from the CRM.
Get Account Retrieves a single account. Used to pull account context onto a conversation.
List Accounts Lists accounts in the directory. Used in directory audits and syncs.
Update Account Updates an account's details. Used to keep account records aligned with the system of record.

Attachments

Get Attachment Downloads an attachment from a Front conversation message into FlowRunner Files using the attachment's id or url. Used when the agent needs the file itself for parsing, archival, or routing to a downstream service.

Triggers

3 triggers

Event Triggers

On New Inbound Message Fires when a new inbound customer message arrives. Initiates triage flows that classify, route, and enrich the conversation before a human opens it.
On New Conversation Fires when a new conversation is created in a watched inbox. Initiates flows that tag, assign, or escalate based on the conversation's subject and channel.
On New Comment Fires when a teammate posts an internal comment on a conversation. Initiates flows that react to internal notes, such as escalating when a teammate flags a thread.

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