1. First setup
- Add your company name.
- Add the support inbox Frontline should handle, such as support@yourcompany.com.
- Add the email where escalations and suggested replies should go.
Docs / Frontline
Frontline guide
Frontline replies to routine support emails from your own support inbox and sends risky conversations to your team.
2. Connect your sending mailbox
- Use Google for Gmail or Google Workspace.
- Use Microsoft for Outlook or Microsoft 365.
- Use Other email provider if your inbox uses SMTP.
- Frontline will not send replies until a sending mailbox is connected.
3. Upload support docs
- Upload FAQs, policies, product notes, troubleshooting notes, and saved answers.
- Frontline organizes the docs into answers it can use in replies.
- Choose Update answers after upload so Frontline uses the latest files.
4. Set escalation rules
- Choose topics that need a person, such as refunds, billing, bugs, legal, or sensitive conversations.
- Add keywords for anything Frontline should never auto-answer.
- Keep suggested replies on if you want Frontline to draft a response for escalations.
5. Turn on auto replies
- Keep auto replies paused until your mailbox is connected and your docs are ready.
- When ready, turn on auto replies from the dashboard.
- Use Check status after changing settings.
6. Review activity
- Processed shows support emails Frontline reviewed.
- Auto-sent shows replies Frontline sent automatically.
- Escalated shows messages sent to your team for review.
- Not sent shows messages Frontline blocked from auto-sending.