Front

caution

Front currently does not support all brain responses. More specificaly, Carousels and Options are not supported yet.

Môveo.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.

1. How to create an access token

To create an access (API) token that will allow Môveo to have access to your Front account's resources, you have to complete the following steps:

1. Navigate to the settings of the Company tab, and go to Developers > API Tokens > Create API token.
2. Name your token.
3. Select the Shared Resources scope and click Create.
4. Copy the API token and paste it in the Access token field of the connection settings in Môveo.

Here is a video recorded by one of our developers demonstrating the process.

2. Where to find the API secret

To find your API secret used by Môveo to authenticate the notifications sent by Front, you have to complete the sequence of steps listed below:

1. Navigate to the settings of the Company tab and go to the App store section.
2. Search for the Webhooks app.
3. Click See details and enable the app if it is not already enabled.
4. Click on Configure app and inside the pop-up enable the Send Full Event Data option.
5. Copy the API secret, paste it in the API secret field of the connection settings in Môveo and save.

Here is a video recorded by one of our developers demonstrating the process.

3. How to create the custom rule

The custom rule is the final missing link of the process. The rule is the resource that lets Front know when to send notifications to Môveo. To create this rule you have to follow the steps below:

1. Copy the Webhook URL from Môveo's integration settings.

2. Navigate to the settings of the Company tab and go to the Rules section.

3. Select Add a rule > Custom rule.

4. Name the rule.

5. In the When... section, select the following 4 triggers, that are necessary for the integration to work properly:

   • Inbound message received
   • Outbound reply is sent (existing conversation)
   • Message delivery fails
   • Assignee is changed (let default option "Any teammate" selected)

6. In the If... section, you can specify any additional conditions for when Front should send notifications to Môveo — for example, here you can filter the inboxes, in which virtual agent has access.

7. In the Then... section, add a Send to a Webhook action and paste the Webhook URL that you copied in the first step.

Here is a video recorded by one of our developers demonstrating the process.

Integration modes

This feature gives you the ability to configure what resources Môveo 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 Môveo to function as a human teammate within your Front account. This mode requires a teammate seat to be reserved in Front in order for Môveo to function properly. Also, it is the most natural choice as Môveo 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 Môveo into your team's workflow and have Môveo 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 Môveo's platform and select the teammate you just configured.

Supported channels

Agent mode supports all Front channels.

How Môveo 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 Môveo'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.
Tagging		✓	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 Môveo, 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.

• Are you comfortable with some extra tags added to your conversations?

  If the answer is no, then you should definitely choose Agent mode. If these extra tags don't affect the way you use Front's platform, then System mode would be ideal 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.