1. Choose Front from Integrations → New Integration.
  2. You’ll be redirected to Front to grant access. Make sure the Shared Resources permission is allowed. After approving the request you’ll return to CraftCX.
  3. Click Create Webhook to generate a webhook URL.
  4. Open Front and create a rule that sends conversation events to CraftCX using the Send to webhook action, and the URL you generated in the previous step.
  5. You can optionally backfill recent tickets using the Backfill action to generate scores for historical conversations.

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Front Rule configuration

For Front Chat channels using Front’s AI Answers, we recommend a rule that runs on Inbound message is received (new conversation). For other AI providers connected with Front, we advise a rule running on handoff to a human agent, or on conversation close (ticket status changed to Resolved, or being archived for a couple of days usually works well). Once the rule is active, new conversations will be ingested and scored automatically.

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AI Agent

After getting connected, you’ll need to select the AI Tool you’re using with your helpdesk. Select your AI Agent provider from the AI Agent Settings dropdown, and fill in any required fields, and hit Save.