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Connect Front to send eligible conversations to CraftCX for scoring.
  1. In CraftCX, select Integrations → New Integration → Front.
  2. In Front, grant access and allow Shared Resources.
  3. Return to CraftCX and select Create Webhook.
  4. In Front, create a rule that uses Send to webhook with the generated URL.
  5. Select Backfill to score recent tickets.

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Configure the Front rule

For Front Chat channels that use AI Answers, run the rule on Inbound message is received (new conversation). For another AI provider in Front, run the rule when you hand off to a human or close the conversation. CraftCX ingests and scores new conversations after the rule runs.

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Configure your AI agent

Select the AI agent that handles conversations in your helpdesk.
  1. Open AI Agent Settings.
  2. Select your AI agent provider.
  3. Complete any required fields and select Save.