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Front

Overview​

The Front integration connects your AI agent to your Front shared inbox. Your AI agent works alongside your team on customer inquiries across email, SMS, chat, and social media. All the work stays in your existing Front workspace.

This integration enables:

  • Unified inbox management with AI and human agents collaborating
  • Multi-channel support across email, SMS, chat, and social platforms
  • Intelligent conversation routing based on tags and inbox rules
  • Handover between AI and human agents
  • Complete conversation history maintained in Front
  • Flexible deployment modes (System or Agent mode)

Prerequisites​

Before setting up the Front integration, ensure you have:

✅ Front account requirements

  • Active Front workspace
  • Company admin role in your Front account
  • Access to integration and bot settings

✅ Channel setup

  • Configured inboxes for the channels you want to automate
  • Appropriate tags for conversation routing (optional)
  • Team permissions configured for handover scenarios

✅ Moveo account setup

note

You need Company admin access both for the initial setup and for Agent mode operation.

How it works​

Front integration operates through two distinct modes, each with different conversation handling approaches:

  1. Customer message arrives in configured Front inbox
  2. Moveo detects unassigned conversations
  3. AI agent responds as a separate system (no teammate seat required)
  4. Conversation remains unassigned until human intervention needed
  5. Handover adds tag ("Moveo Handover") for human agent pickup

Agent mode​

  1. Customer message arrives in configured Front inbox
  2. AI agent acts as specified teammate in your Front workspace
  3. Conversation is assigned to the AI agent teammate
  4. AI handles responses until handover is triggered
  5. Conversation is unassigned for human agent takeover

Both modes support tag-based filtering for precise conversation routing.

Setup guide​

Step 1: Connect with Front​

To give Moveo access to your Front workspace, follow these steps:

  1. In Connections, create a Front integration.
  2. On the Redirect to Front to connect your account card, select Connect. Moveo opens Front.
  3. In Front, log in and select Authorize.
  4. Configure the inboxes in which you want Moveo to handle conversations.

Configuration options​

Integration mode​

Choose between two operational modes:

  • AI agent operates as a separate system
  • No teammate seat required
  • Supports most Front channels (except Intercom)
  • Conversations remain unassigned
  • Best for high-volume automation

Agent mode​

  • AI agent acts as specified teammate
  • Requires Company admin teammate
  • Full channel support including Intercom
  • Conversations are assigned/unassigned
  • Best for personalized interactions

Inbox configuration​

Select which inboxes Moveo should monitor:

  • Choose specific inboxes for AI agent engagement
  • AI agent handles unassigned conversations (in Agent mode, also those assigned to the selected teammate)
  • Configure per-inbox routing rules as needed

Tag-based routing​

Optional tag filtering for precise control:

  • Specify tags for AI agent to engage with
  • Leave empty to handle all unassigned conversations
  • Combine with inbox selection for advanced routing
  • Use for department-specific automation
The Virtual agent preferences card of the Front integration with the inboxes and the Front tags to monitor.The Virtual agent preferences card of the Front integration with the inboxes and the Front tags to monitor.

Advanced settings​

Response behavior by mode​

System Integration:

  • AI agent operates as separate system
  • Responses appear from the Name you set (default: "Moveo Agent")
  • No teammate seat consumed
  • Most channels supported (except Intercom)
  • Conversations always remain unassigned
The Integration mode card of the Front integration with As a System selected and the sender name.The Integration mode card of the Front integration with As a System selected and the sender name.

Handover behavior by mode​

System Handover:

  1. Customer requests human assistance
  2. AI agent acknowledges and responds
  3. "Moveo Handover" tag is added
  4. Conversation remains unassigned
  5. Human agents can pick up tagged conversations

Testing your integration​

Initial testing​

  1. Send test messages to configured inboxes
  2. Verify AI agent engagement based on your settings
  3. Test both modes if considering Agent mode
  4. Validate tag-based routing if configured
  5. Test handover scenarios thoroughly

Test scenarios​

✓ Unassigned conversation handling ✓ Tag-based conversation filtering ✓ Multi-channel message processing ✓ Handover tag application (System mode) ✓ Conversation reassignment (Agent mode) ✓ Response format compatibility

Monitoring​

  • Front inbox activity for AI agent responses
  • Handover success rate and human pickup time
  • Tag application accuracy
  • Response quality across different channels

Common use cases​

Customer support automation​

  • Automate first-line support across all channels
  • Handle common inquiries instantly
  • Escalate complex issues with context preservation
  • Maintain 24/7 availability

Multi-channel management​

  • Unified handling of email, SMS, chat, and social
  • Consistent responses across all platforms
  • Centralized conversation history
  • Team-wide visibility and collaboration

Department-specific routing​

  • Use tags to route conversations by department
  • Specialized AI agents for different teams
  • Automated triage and categorization
  • Efficient resource allocation

High-volume inbox management​

  • Process large volumes of routine inquiries
  • Reduce human agent workload
  • Maintain response time standards
  • Scale support without additional headcount

Best practices​

Mode selection​

  • Use System mode for high-volume automation
  • Use Agent mode when personalization matters
  • Consider channel requirements (Intercom needs Agent mode)
  • Plan for teammate seat allocation in Agent mode

Inbox organization​

  • Start with specific inboxes, expand gradually
  • Configure clear inbox naming conventions
  • Set up proper team access permissions
  • Document inbox purposes for team clarity

Tag strategy​

  • Use descriptive, consistent tag naming
  • Create tags for different conversation types
  • Document tag usage for team alignment
  • Regular tag cleanup and optimization

Handover optimization​

  • Train AI agent on clear handover triggers
  • Set expectations for human response times
  • Monitor handover rates and reasons
  • Continuously refine handover criteria

Troubleshooting​

AI agent not responding to messages
  • Verify integration is Active in Moveo
  • Check that conversations are unassigned in Front
  • Confirm inbox is selected in integration settings
  • Verify tag requirements are met (if configured)
  • Check AI agent is properly assigned to environment
  • For an email, check that the sender address is not also in the To field. The AI agent ignores self-sent emails.
Handover not working properly

System Mode:

  • Check if "Moveo Handover" tag is being applied
  • Verify human agents can see tagged conversations
  • Ensure tag permissions are properly configured

Agent Mode:

  • Confirm conversation is being unassigned
  • Check teammate permissions and availability
  • Verify AI agent teammate has Company admin role
Agent mode teammate issues
  • Ensure selected teammate has Company admin role
  • Verify teammate is active in Front workspace
  • Check that teammate isn't already handling conversations
  • Confirm proper integration permissions
Channel not supported errors
  • Intercom channel requires Agent mode
  • Verify channel is properly connected in Front
  • Check if channel supports programmatic responses
  • Review Front channel configuration
Conversation not being created

Check this section: Tags.

Limitations​

Response type restrictions​

  • Carousels: Not supported
  • Webviews: Not supported
  • Options: Partially supported
  • Text responses and basic formatting fully supported

Integration constraints​

  • System mode: Cannot access Intercom channel
  • Agent mode: Requires Company admin teammate
  • Assigned conversations: AI agent won't engage with conversations assigned to other teammates
  • Tag dependencies: Tag-based routing requires proper tag management
  • Self-sent emails: The AI agent ignores an email when the same address is both the sender and a recipient in the To field. To test an email inbox, send the email from another address.

Platform requirements​

  • Company admin role required for setup and Agent mode
  • Front workspace must support integrations
  • Channel-specific limitations may apply

Tags​

Tags from Front are automatically forwarded to Moveo. However, Moveo supports a maximum of 25 tags per conversation.

If a Front conversation has more than 25 tags (for example, tags that Front rules apply automatically), the handoff to Moveo fails. Moveo does not create the conversation, and the assignment does not go through.

How to avoid this issue: Make sure that Front conversations have no more than 25 tags before Front passes them to Moveo. Review your Front rules to ensure they don't assign more than 25 tags at once.

Resources​

Documentation​

Support​

Next steps​

Once your Front integration is active:

  1. Choose optimal integration mode based on your needs
  2. Configure inbox and tag settings for precise routing
  3. Test thoroughly across all your channels
  4. Train your team on handover procedures
  5. Monitor performance and optimize AI agent responses
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