Front
caution
Moveo.AI provides an out-of-the box integration with Front.
Requirements
First of all, in order to be able to complete the integration process, you have to be a Company admin in your Front account.
Authorization
To connect Moveo with Front, the process is straightforward. First, create a Front integration inside Moveo and click the Connect button. When you are redirected to Front, log in to your account if you haven't already, and click Authorize. Lastly, configure the Inboxes in which you want Moveo to handle conversations.
Integration settings
Below, you can find the various settings that can be adjusted for your Front integration:
Inboxes
In this section, you can configure the Inboxes where Moveo listens for inbound messages.
Tags
For more precise control, you can specify a set of tags for Moveo to join only the conversations that contain one of those tags, in addition to the selected Inboxes above or leave it empty to engage in all conversations of those inboxes.
System Tags
Moveo uses tags to keep track of each conversation's state. There are two system tags that are created in Front:
Moveo Handover→ This tag is added when a conversation is handed over to a human.Moveo Resolved→ This tag is added when a conversation is resolved by the Virtual Agent. Also, human agents can add this tag after a Handover, in order for Moveo to understand that a conversation is resolved.
Integration modes
This feature gives you the ability to configure what resources Moveo uses when responding to your customers and generally the interaction with Front. You can connect with Front using one of the following two modes: Agent and System.
- Agent mode
- System mode
Agent mode
The Agent integration mode with Front allows Moveo to function as a human teammate within your Front account. This mode requires a teammate seat to be reserved in Front in order for Moveo to function properly. Also, it is the most natural choice as Moveo functions similarly to a human agent and all of Front's channels are compatible with it. With the "Agent" integration mode, you can seamlessly incorporate Moveo into your team's workflow and have Moveo handle customer inquiries and requests.
All you need to do is create an email (or use an existing one) for the virtual agent and invite it in your Front account as a teammate. Give access to this teammate as a Company admin (this step is necessary) and customize its profile however you like. Lastly, go to Front's integration settings in your desired environment in Moveo's platform and select the teammate you just configured.
Supported channels
Agent mode supports all Front channels.
How Moveo works using Agent mode
When a new inbound conversation is created, the virtual agent teammate self-assigns the conversation and responds according to the connected brain to all the upcoming requests. When a customer requests to speak with a human, after providing the defined response to this request, the virtual agent stops answering and unassigns the conversation, so that your human teammates can take over.
Agent vs System mode
Both modes support the functionalities of the brain. The features that they differentiate have to do with Moveo's interaction with Front.
| Feature | Agent mode | System mode | Description |
|---|---|---|---|
| Assigned Conversation | ✓ | The selected teammate that the virtual agent impersonates is automatically assigned a conversation when it is created. | |
| System Tags | ✓ | ✓ | Conversation is tagged by the system to denote the state of the conversation. |
| Comment | ✓ | ✓ | Add comments to each conversation with session metadata. |
| Archive | ✓ | ✓ | When a message is sent by the virtual agent, there is the option to archive the conversation. |
| Intercept | ✓ | ✓ | Whenever a human teammate wants to intervene to a conversation before it is handed over by Moveo, they can send a message or assign the conversation to themselves. |
Which mode should you choose?
If you can't decide which integration mode is better suited for you, the following questions below should help you.
- Do you have a spare seat in your Front account for the virtual agent to use?
In order to chose Agent mode, you need to have an extra seat that the virtual agent will use. If you have this spare seat or you are willing to upgrade your Front plan, you should choose the Agent mode, otherwise System mode is more suitable for you.
- Do you want your Front analytics to be seamlessly integrated with the virtual agent?
If you want the virtual agent's analytics to be consistent like your other teammates', you should choose Agent mode. Otherwise, VA's analytics using System mode would have to be extracted from the tags, that are being used to denote the state of the conversation.