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Helpdesks & CRM

OpenAgent + Front

Keep Front's shared inbox focused on complex issues — let OpenAgent handle the routine ones.

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About Front

Front brings the best of email and helpdesk together in a collaborative shared inbox. OpenAgent pairs with Front by sitting in front of your chat and messaging channels, resolving order, shipping, and returns queries via AI before they become Front conversations. When a shopper needs a human, OpenAgent creates a Front conversation in the right inbox, attaches the transcript and Shopify order data, and adds tags — so your team picks it up with full context and can collaborate with comments and assignments the way they normally do in Front.

COMPATIBILITY
Channels
Live chat widgetEmailSMSWhatsApp
Integration methods
Front Conversations APIInboxesTags & custom fieldsRules & automations

How it works together

Connect Front and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • AI handles the transactional layer
    OpenAgent resolves order status, tracking, returns, and product questions using live Shopify data across chat and messaging — before any Front conversation is opened.
  • Escalations land in the right Front inbox
    When OpenAgent escalates, it creates a Front conversation in your configured inbox, includes the full chat transcript and Shopify order details, and tags the conversation with the detected intent.
  • Tags drive Front Rules
    Intent-based tags set by OpenAgent (e.g. 'return', 'lost-package') trigger your Front Rules for assignment, SLA escalation, or template replies — no manual routing needed.
  • Team collaboration picks up naturally
    Agents use Front's comments, assignments, and shared drafts on the escalated conversation exactly as they would any other — OpenAgent context is just an additional head start.

Benefits

Shared inbox stays manageable

OpenAgent handles the repetitive ecommerce queries so Front's shared inbox contains only the conversations that benefit from team collaboration and human response.

Context-rich conversations from the start

The transcript and Shopify order data OpenAgent attaches mean agents never have to ask 'What's your order number?' — speeding up every reply.

Rules and automations fire immediately

Front's powerful Rules engine works off the tags and data OpenAgent provides — assignment, prioritization, and auto-responses happen without any extra setup.

Frequently Asked Questions

You configure the target inbox during setup. You can route all escalations to a dedicated OpenAgent inbox or use Front Rules to distribute them across existing inboxes by tag.

Yes — once an escalated conversation is in Front, your agents can use Front's AI Compose tools alongside the context OpenAgent provided.

OpenAgent handles chat and messaging deflection. For inbound email, OpenAgent can generate suggested reply drafts that agents review and send from Front.

Via Front OAuth — you grant OpenAgent access to your Front workspace during setup, then choose the target inbox and configure any tag-to-rule mappings.

Yes — the transcript is part of the Front conversation body, so any teammate with inbox access can see the full context and collaborate as usual.

Related integrations

IntercomHelp ScoutReamaze

Connect Front to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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