A Simplesat survey can reach your Front customers in a signature or message template, or as a survey link in a reply in the conversation. Signatures and templates work without connecting Front, but the reply needs it. Connecting Front also lets you add each response to Front, and bring conversation details, teammates and contacts into Simplesat.

What the Front integrations do

Each integration on the Front page is switched on separately with Activate integration.

Integration	Listed under	What it does	Where it shows
Sync contacts from Front to Simplesat	Account-wide integrations	Adds your Front contacts to Simplesat as customers and updates them once a day	Customers, in Simplesat
Send an event-based survey from a webhook in Front	Survey integrations	Currently doesn't email your customers	Only the assigned teammate's inbox
Send in-app survey from a webhook in Front	Survey integrations	Replies in the Front conversation with a survey link when a Front rule runs	The conversation
Pull conversation details	Ticket integrations	Adds the conversation, customer and assigned teammate to the response	The response, in Simplesat
Add feedback to conversation as a comment	Ticket integrations	Adds the response to the conversation as a comment	The conversation
Add feedback to contact as an internal note	Ticket integrations	Adds the response to the Front contact as a note	The contact in Front

A survey is connected to Front when its delivery method is External email embed with the Front option, or when it's an Event-based or Web-embed survey with Connected service set to Front. The Ticket integrations have no survey setting, so they run on every response to those surveys that came in with a Front conversation ID.

Before you start

The Front integrations are available on every Simplesat plan. To connect Front and switch integrations on, you need the Manage integrations permission, which Owner and Admin have by default.

Sending a survey link in a Front reply also needs Front's Webhooks app, which a Front company admin turns on. Front offers rule webhooks on its Professional plan and above. To turn it on:

In Front's company settings, open App store and choose Webhooks.
Click Enable app.
Turn on Send Full Event Data, which Simplesat needs, and click Save.

Integration security, permissions and data flow lists what a connected tool can read and write.

Connect Front

On the Integrations page, open Front.
Click Authenticate.
Sign in to Front and click Authorize.
When the page shows Authenticated with Front, click Activate integration on each integration you want, then fill in its settings.

Front's Authorize Simplesat to connect to your Front company? screen with Authorize and Cancel and the lists of what Simplesat will and will not have access to

Tip: Before you rely on an integration, test it with a real conversation, following Testing an integration end to end.

Send surveys from Front

Send an event-based survey from a webhook in Front currently doesn't email your customers. If the Front rule's trigger is an assignment, it emails the assigned teammate, and with any other trigger it sends nothing. To survey customers from a Front rule, use a survey link in a Front reply instead.

With a signature or message template, the survey goes out whenever a teammate sends that email. With the reply, the conditions on a Front rule pick the conversations, and each response comes in with the conversation's ID, subject and assignee.

Heads up: Simplesat doesn't check whether a conversation was surveyed before posting the reply, so the survey goes out every time the rule runs. Set the rule's conditions to keep it from running twice on the same conversation.

Choosing a survey delivery method compares these with Simplesat's other ways to send surveys.

Front signatures and message templates

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Front.
On Publish, click Generate embed code.
Choose Visual or HTML and click Copy survey. A signature takes either. A message template takes Visual only, because Front's message templates have no HTML view.
In Front, open Settings → Personal → Signatures and click Add a signature, or Settings → Personal → Message Templates and click Add a template.
Paste the survey and save.

A Front draft email with the survey signature under the message, How did we do? and three faces

When a teammate sends the email, Front fills in the placeholders in the survey links:

What the link carries	Front placeholder
Ticket ID (the Front conversation ID)	`{{conversation.id}}`
Customer email	`{{recipient.email}}`
Customer first name	`{{recipient.first_name}}`
Customer last name	`{{recipient.last_name}}`
Team member email	`{{user.email}}`
Team member ID	`{{user.id}}`
Team member first name	`{{user.first_name}}`
Team member last name	`{{user.last_name}}`

The link doesn't carry the conversation subject or the customer ID. Pull conversation details adds them.

Survey link in a Front reply

Create or open a survey set to External email embed → Front.
On the Front page, click Activate integration on Pull conversation details. Without it, responses from the reply come in with no customer.
Click Activate integration on Send in-app survey from a webhook in Front.
In Survey, choose the survey.
In Message, write the reply. The default is How did we do? {{surveyUrl}}. Keep {{surveyUrl}} where the link should go: it becomes a short survey link for that conversation.
Click Save, and copy the integration's Webhook URL.
In Front, create a shared rule and choose its When and If conditions. For When, use a trigger other than an assignment, such as a conversation being archived. With an assignment trigger, the survey link carries the assigned teammate as the customer.
Choose Send webhook as the Then action, and paste the URL into Target Webhook.

The Field mapping of Send in-app survey from a webhook in Front, with Survey set to a Front survey, the default Message How did we do? with the surveyUrl placeholder, and Save

Send in-app survey from a webhook in Front marked Active, with its Webhook URL and copy button

Front's workspace settings menu with Rules and macros at the bottom

A Front rule named Send simplesat survey once a conversation has been archived, with Conversation is archived under When

The rule's If section with Conversation is in Any inbox and the Condition button

Your message goes out in the conversation, and the customer receives it like any other message from your team. Suppression doesn't apply to it.

Feedback in Front

Simplesat adds a response to Front at least five minutes after it arrives, and again when it changes. The settings are in Writing feedback back, and mapping the fields.

Add feedback to conversation as a comment

Only your teammates see these comments. A comment starts with the customer, their feedback and the survey, all linked to Simplesat. Below that, every question shows as a heading with its answer under it. The rating gets an emoji, and follow-up answers are quoted. If the response changes, a new comment is added.

Add feedback to contact as an internal note

This one needs the customer's Front contact ID, so turn on Pull conversation details or Sync contacts from Front to Simplesat with it. The note has the same content as the comment, and it's written as the conversation's assigned teammate.

Conversation, customer and teammate details in Simplesat

Attribution: linking feedback to tickets, customers and agents explains how Simplesat ties a response to each of them.

Pull conversation details

As soon as a response arrives, Simplesat reads its conversation and adds:

the conversation subject
the conversation's recipient as the customer, with their name, Front contact ID and, on an email conversation, their email address
the conversation's assignee as the team member, with the role Assignee, and their name, email and Front ID

Values from Front replace the ones from the survey link.

A response's Ticket and Customer panels in Simplesat with Ticket ID, Ticket subject, Team member, Assignee, Name and Email filled in

Sync contacts from Front to Simplesat

The first run imports every Front contact. After that, it runs once a day and picks up contacts updated in the past day. Nothing is written to Front.

Each customer gets the contact's name, email address, company (the contact's Front account) and Front contact ID.

For contact syncs in general, see Contact sync from a connected tool.

Change the Front account

To connect a different Front company, or to sign in as a different Front user, reconnect. Each integration keeps its settings, but reconnecting doesn't switch any of them back on.

On the Front page, note which integrations are on.
Click Revoke access.
Click Authenticate, sign in to Front as the user you want, and click Authorize.
Click Activate integration on each integration you noted. Responses that arrive before you do this aren't written to Front.

Survey code in your Front signatures and message templates keeps working, and so do the Webhook URLs in your Front rules.

Heads up: If the Front user who connected loses access, or the access is revoked in Front, the integrations stop but the page still shows Authenticated with Front. Reconnect the same way.

Troubleshooting

Feedback doesn't show up as a comment on my Front conversations

Check each of these:

The survey is connected to Front. That means External email embed with the Front option, or an Event-based or Web-embed survey with Connected service set to Front.
The response carries the Front conversation ID. A survey link from a signature or message template carries it when Front fills in {{conversation.id}}.
At least five minutes have passed since the response arrived.
Add feedback to conversation as a comment shows as active. If you've reconnected with Revoke access and Authenticate, click Activate integration again.

If none of these explains it, send us the response's link.

Add feedback to contact as an internal note doesn't add a note

The note needs the customer's Front contact ID. Turn on Pull conversation details or Sync contacts from Front to Simplesat to add it. Beyond that, it needs the same things as the comment: a survey connected to Front, a response with the conversation ID, five minutes, and the integration active.

My responses come in without the customer's email

Turn on Pull conversation details. It reads the conversation's recipient and adds them as the customer. On an email conversation, that includes their email address. A survey link in a Front reply doesn't carry the customer, so its responses always need Pull conversation details.

My customers get the survey more than once for the same conversation

A Front rule sends the survey every time it runs, and Send in-app survey from a webhook in Front doesn't check whether the conversation was surveyed before. Add conditions to the rule so it skips conversations it has already surveyed, for example a condition on a tag the rule adds itself. Simplesat still records one response per conversation for each survey.

My Front integrations stopped working, but the page still says Authenticated with Front

Simplesat doesn't check the connection after you connect. If the Front user who connected loses access, or the access is revoked in Front, the integrations fail but the page still reads Authenticated with Front. To fix it, click Revoke access, then Authenticate, then Activate integration on each integration you use. The other messages the page can show are in Integration error messages and what they mean.

FAQ

Can the questions be bold in the feedback comment in Front?

Yes. Each question shows as a heading, with its answer under it. The rating has an emoji beside it, and follow-up answers are quoted.

Should I use Visual or HTML for a Front message template?

Visual. Front's message templates have no HTML view. A signature takes either.

Do I need Front's Webhooks app?

Only for Send in-app survey from a webhook in Front, which posts the survey link in a Front reply. A Front company admin turns the app on, with Send Full Event Data. Surveys in signatures and message templates don't need it, and neither do the other integrations.