Setting Up Front Ticket Handoff

Summary

This guide explains how to integrate Front with your platform to enable ticket handoffs. By setting up this integration, you can allow users to automatically create support tickets in your Front inbox directly from the chat interface, complete with conversation transcripts.

When to Use This

Use this guide when you want to:

• Connect your Front account using an API token.
• Configure specific Front channels (inboxes) to receive tickets.
• Create an automated action that routes user queries to a human agent via Front.
• Ensure conversation context is preserved when a ticket is created.

Step-by-Step Instructions

1. Connect the Integration: Navigate to Settings > Integrations to enter your Front API token and select the desired channels.
2. Create the Action: Go to the Actions menu, create a new "Handoff" action, and select the configured Front integration.
3. Customize the Action: Choose the specific inbox and enable "Attach conversation transcript" to provide agents with context.
4. Publish: Save and publish the action to make it live.
5. Test: Verify the workflow by simulating a user request and checking the generated ticket in Front.

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