Front, the shared inbox for teams, allows you to create hybrid-human workflows.
Following the steps below, you can integrate the Front application with a Flow.ai project.
- You must have a working Front account with admin rights
- You'll need to have a Live Flow.ai project
Add the integration
Select the project to which you would like to connect Front using the top left drop-down menu.
Make sure that your project is Live:
Go to the Integrations section and press the + sign:
Go to the Customer Service section inside the opened Popup and choose the Front option:
Click on the Connect Front button inside the General Tab:
It will redirect you to a new screen where you'll need to authorize Flow.ai to connect with Front by pressing the Authorize button:
After authorization, it will redirect you back to the Flow.ai Front configuration page.
Copy Webhook URL to the clipboard:
Go to the Front Webhooks integration page. There you have to press the Enable Integration button:
Turn on the Enabled toggle within the settings overview, and press the Save button.
Go to the Rules section and press the Add a team rule button:
The When Section of your newly created team rule should include:
- Inbound message
- Conversation archived
- Conversation deleted
The If section should refer to your Flow.ai inbox, and inside the Then section you should select the Send to a Webhook option. Paste the link that you have copied from step 3.5 into the text field.
Press the Save button if all the previous steps were completed.
Add the Flow.ai Front plugin
On the Flow.ai integration section (inside the Front configuration) click on the Plugin tab, then copy the Plugin endpoint onto the clipboard:
Go to Plugin & API section inside the Front settings and press Add a Plugin button:
Paste the link from the clipboard to the endpoint field and press the Save button
Click on the created plugin, and you will see a generated Auth Secret code. Copy it to the clipboard and return to the Flow.ai Integrations section.
Paste the copied data to the Plugin auth secret field and press Save button:
Now your Flow.ai project and Front application are connected!
The Flow.ai integration provides additional settings you can use to tweak your workflow.
The name of the bot is used as the contact name whenever Flow.ai sends a reply that gets logged in Front.
Handoff tag name
By calling a takeover action this tag will be automatically assigned to the conversation in front.
Enabling this option will automatically archive the conversation inside Front whenever a bot sends a reply to a user.
Apply channel tag
When enabled, a conversation will be marked by a Flow.ai channel tag. For example, conversations within Messenger will automatically receive a tag called
Flow.ai and Front take different roles, the following describes their behavior.
A bot will not automatically pause. You'll explicitly need to add a pause bot action for that.
Flow.ai is simply connected as a channel to a specific team inbox inside Front. You can manually rename or change this inbox. It's also possible to simply hide the inbox if you do not want to see all bot interactions.
Another way to customize the workflow is by adding rules inside Front. Using rules you can, for example, move any conversation with a handoff tag to a separate folder or inbox.
Controlling the bot in Front
Using the Flow.ai Front plugin any human agent can manually:
- Pause the bot
- Resume the bot
- Trigger a flow by event
You can add different Flows that start with events that can be triggered by human agents
Good to know
- Flow.ai will automatically pause the bot if a human agent sends a reply to a conversation
- When a conversation is archived within Front, Flow.ai will automatically remove the configured handoff tag name