Automate Email Support in Front Using Solve Email

Solve Email integrates Forethought with Front to automate responses to email tickets. This guide walks you through configuring your Front instance, enabling the Webhooks app, mapping fields, testing workflows, and managing traffic for AI-powered automation.

When to Use This Feature

Use this integration when:

• You use Front as your help desk platform
• You want to automate email replies using Forethought’s AI
• You need to tag and track feedback from automated workflows
• You’re building Solve workflows for email in Forethought’s Workflow Builder

Why It Matters

Automate Email at Scale

Solve Email automatically responds to email tickets with AI-generated messages, reducing manual handling.

Track and Analyze Ticket Responses

Responses are tagged and recorded, enabling deeper reporting and effectiveness analysis.

Personalize with Context

Use mapped variables like customer name or ticket type to tailor replies automatically.

How It Works (Step-by-Step)

Step 1: Set Up an Inbox for SMTP Channel in Front

1. Add a new inbox in Front.
2. Follow Front’s documentation to finish inbox setup.
3. Link the inbox to your connected channel.

Step 2: Generate API Token and Webhook Secret in Front

1. In Front, go to Settings > Company > Developers.
2. Create an API token.
3. Record the user email used to create the token.
4. Go to Settings > Company > App Store, search “Webhooks,” and click Enable App.
5. Enable Send Full Event Data.
   
6. Copy the API Secret — this is your Webhook Secret.

Step 3: Enter Credentials in Forethought

1. Go to your Forethought dashboard.
2. Navigate to Settings > Integrations.
3. At the upper right, click + Connect new integration.
4. Search ‘Front’.
5. Enter the Domain, API Token, Webhook Secret, and Integration User Email you got from Step 2.

Step 3: Create a Webhook Rule in Front

1. Go to Rules > Create Rule.
2. Name: Solve Email Webhook
3. When: Inbound message is received
4. If condition: Message type is email
5. Then: Send to webhook URL:
   • Staging: https://staging.forethought.ai/front/<org_uniq_name>/webhook
   • Prod: https://app.forethought.ai/front/<org_uniq_name>/webhook

💡 Replace <org_uniq_name> with your org’s unique name.

Step 4: Build and Publish Your Email Workflow in the Forethought dashboard

1. In Forethought dashboard, go to Solve > Workflow Builder > Email tab.
2. Click + New Intent.
3. Configure a response in the Response tab.
   
4. Go to the Journey tab and click a path with tags. Then, enter a ticket tag that you want to add, or you can also add ticket fields. By default, tickets processed through this path are automatically tagged as ‘ft-email-automated’.
   
5. Test your email workflow. Follow the instructions here.
6. Click Publish to make it live.

How to Test

1. In the Journey Map, click Send Test Email.
   
2. Enter your email address.
3. Review the email response:
   • Success = ft-email-automated tag on ticket
   • Failure = ft-email-not-automated tag

Best Practices

✅ Test your workflow before publishing using Send Test Email in your Forethought dashboard

✅ Include fallback responses for cases where no intent is detected

❌ Don’t skip the Webhook rule—it’s essential for triggering responses

Q&A