Overview
Front is a customer communication platform that brings email, social media, SMS, and other channels into a shared inbox. Persona’s Front integration lets teams retrieve and update conversations, reply to customers, and manage contacts directly from Persona workflows.
This integration is especially useful for operations, support, fraud, and compliance teams that want customer communication to stay aligned with identity verification and review outcomes.
Benefits
Keep customer conversations current: Update conversation status, ownership, tags, and custom fields automatically when Persona events occur.
Automate customer follow-up: Reply to an existing Front conversation from a workflow after a verification, review, or escalation reaches a relevant outcome.
Connect identity and contact context: Create or retrieve Front contacts so customer communication can use information collected or verified in Persona.
Reduce manual handoffs: Bring Front actions into Persona workflows so teams do not need to copy updates between systems.
Integration Features
Persona’s Front integration supports conversation, message, and contact operations. Key capabilities include:
- List Conversations: Retrieve conversations with optional filters, sorting, and pagination.
- Update Conversation: Change a conversation’s assignee, inbox, status, tags, or custom fields.
- Reply to Conversation: Send a reply to an existing conversation and optionally configure recipients, sender details, tags, or archiving behavior.
- Create Contact: Create a Front contact with one or more handles and optional profile information.
- Retrieve Contact: Retrieve a contact by its ID or resource alias.
Setting up the Front integration
Prerequisites
To set up the Front integration, ensure you have:
- A Front account with access to the conversations and contacts you want to use
- A Front API token with the permissions required for the operations you plan to run
- Permission to manage integrations in the Persona Dashboard
Setting up the Front credentials
- In the Persona Dashboard, navigate to Integrations > Marketplace and click Front.
- Click Add Credential.
- Enter a nickname for the credential and provide your Front API token.
- Click Continue to save the credential.
- Confirm that the credential appears on the Front integration page.
Using the Front integration in a workflow
- Create a new workflow or open an existing workflow.
- Add a new Action Step > Integrations.
- Select Front and choose your saved credential.
- Select the operation you want to run.
- Map Persona data into the operation’s input fields.
- Save and publish the workflow.
Front Operations Overview
List Conversations
Retrieve conversations in reverse chronological order. Use filters and pagination to find conversations that a later workflow step should inspect or update.
Configuration Steps:
Optionally add:
- Search Query
- Limit
- Page Token
- Sort By
- Sort Order
Update Conversation
Update an existing conversation’s routing or status after a Persona event.
Configuration Steps:
Provide values for required fields:
- Conversation ID
Optionally add:
- Assignee ID
- Inbox ID
- Status
- Status ID
- Tag IDs
- Custom Fields
Reply to Conversation
Send a reply to an existing Front conversation.
Configuration Steps:
Provide values for required fields:
- Conversation ID
- Body
Optionally add:
- To, CC, and BCC recipients
- Sender Name
- Subject
- Author ID
- Channel ID
- Plain Text Body
- Quote Body
- Tag and archive options
- Signature settings
Create Contact
Create a Front contact at the company level.
Configuration Steps:
Provide values for required fields:
- Handles
Optionally add:
- Name
- Description
- Links
- Contact List Names
- Custom Fields
Retrieve Contact
Retrieve a Front contact for use in later workflow steps.
Configuration Steps:
Provide values for required fields:
- Contact ID or Resource Alias
FAQs
Where can I create a Front API token?
Create and manage API tokens in Front’s developer settings. Make sure the token has access to every conversation, inbox, and contact operation used by your workflow.
Can the integration start a new conversation?
The currently available message action replies to an existing conversation. It requires a Conversation ID from an earlier workflow step or another source.
Can I update Front custom fields?
Yes. The Update Conversation and Create Contact actions accept custom fields. Use field names and values supported by your Front configuration.