Configuring the Handoff Action
1min read
Summary
Once the integration is connected, you need to define an Action that utilizes it. This section explains how to configure the Handoff Action to route tickets to the correct Front inbox.
When to Use This
Follow these steps after you have successfully connected the Front integration in the Settings menu and are ready to make the feature available to users.
Step-by-Step Instructions
- Go to the Actions screen and click Create new action.
- Select Handoff Action (or "Front Ticket Handoff" if you have named it).
- Under the configuration options, select Front Ticket as the integration.
- In the Inbox dropdown, select the specific channel (configured in the previous step) where tickets should be sent.
- (Recommended) Toggle on Attach conversation transcript. This creates a text file containing the chat history and attaches it to the ticket in Front.
- Click Add to add the configuration to the action.
- Select the agents this applies to (usually "All") and click Save & Publish.