Connect Front and Aide reads every shared inbox, writes its replies as Front drafts for your team, and answers email itself once you take it live. Its drafts keep themselves up to date as the customer writes again, and never overwrite a teammate who has started editing one.
How it behaves
- Drafts that keep up with the conversation: Aide's draft is a shared Front draft on the conversation, visible to every teammate. When the customer writes again, Aide edits the same draft instead of adding another. If a teammate has edited it, Aide leaves their version alone. If it was sent or discarded, the next one is a new draft.
- Every shared inbox: each shared Front inbox appears in Aide with its channel (email, chat, SMS or messaging). Private inboxes aren't read. An inbox you add in Front shows up at the next sync (or Sync now); one you remove is switched off in Aide, with its settings kept.
- Starts in shadow: a new connection only watches. Aide decides and drafts what it would do and shows it in the integration's Activity, without writing anything to Front, until you move an inbox to test senders, a share of conversations or everyone.
- Replies on email: with an inbox live and "Send replies" on, Aide replies to email conversations itself, on the channel the customer wrote to. On chat, SMS and messaging channels it writes drafts for your team for now.
- Internal notes instead of drafts: choose "Internal note" under "Where drafts go" and Aide writes its draft as a Front comment. Its hand-off notes are Front comments too.
- After Aide replies: keep the conversation open, or close it (archived, or your resolved ticket status if you use Front ticket statuses). "Waiting on customer" needs Front ticket statuses; without them the setting says "Front ticket statuses are off in this workspace."
- Scenarios write back to Front: a scenario's tags, status and internal comments land on the Front conversation, and a tag Front doesn't have yet is created. Assigning to a group stays in Aide.
- Your Front macros: a scenario that runs a macro with Front actions applies its assignee, archive or reopen, tags and internal comment on Front conversations, in the macro's order. An assignee who isn't a Front teammate Aide has synced is skipped. Delete, spam and auto reply actions are skipped too, and the thread says why.
- Moving from the previous Aide: the webhook address Front already calls keeps answering as before, so there is nothing to change in Front. If a delivery is missed, Aide catches up from Front's event history within minutes.
- History: the last 90 days of conversations are imported when you connect, and Aide never answers them.
Also in this change
- A Front macro's "Internal comment" is now posted as an internal comment. The previous Aide sent it to the customer as a reply.