Front connects to Slack natively in two separate ways. An admin can connect Slack channels as a channel in a Front inbox, so you're sending and receiving Slack messages inside Front. A company admin can also enable the Slack integration in the App store to post Front conversations to Slack, by rule or by hand. Zapier is the connector route.
Two native setups that do opposite jobs
The thing that confuses people most here is that there isn't one Slack integration, there are two, and they move messages in different directions. Pick the one that matches the job before you touch any settings.
| Setup | What it does | Who sets it up |
|---|---|---|
| Slack channel integration | Brings Slack channel messages into a Front inbox so you can receive and reply from Front | Company admin or workspace admin |
| App store integration | Posts Front conversations out to Slack, by rule or by hand, with optional buttons | Company admin |
A support team that takes customer questions in shared Slack channels wants the first. A team that wants a heads-up in Slack when an important email lands wants the second. Some teams use both, and that's fine.
Route one: Slack channels inside a Front inbox
Before you start, check the basics. You've got to be a Front company admin or workspace admin, and the Slack channel has to exist already. You'll also need to be a member of that channel. For channels from several Slack workspaces you'll need to be a Slack admin for each, and private channels need the Front integration bot added as a member first.
1. Create the inbox
Click the gear icon, select your workspace settings, click Inboxes in the left menu and create a new shared inbox or individual inbox.
2. Connect the channels
Click Channels in the left menu, then Connect channel, select Slack and click Sign in with Slack. Select the Slack channels to add, several at once if you like, and click Continue. For private channels, rename each one and tick the access acknowledgement.
3. Choose threading and closing
Pick a Threading mode: Group consecutive top-level messages, Create multiple conversations in Front, or Create a single conversation in Front. Then set Close conversations. Front recommends 'Never' for the first two threading modes and '1 day' for support use with a single conversation.
4. Route to inboxes
On Route to inbox, send everything to one inbox or map each Slack channel to its own inbox, then click Continue to finish. If you're adding people to those channels on the Slack side, my guide on adding someone to a Slack channel walks through it.
Route two: posting Front conversations to Slack
This route needs a Slack admin to have allowed Front in the workspace first, either by turning off the 'Require app approval' setting or by approving Front as an app.
- As a company admin, open company settings, then App store, select Slack and click Enable.
- Sign in to link the account, then click Save.
- Create a rule from the Send to Slack template, include the Send to Slack action with a channel such as #support, and click Create.
The Send to Slack action can notify a channel, written with the hash sign, or a specific person by Slack display name. Teammates can also send a message by hand from the three-dot menu, and each one is prompted to link their own Slack account the first time.
Turn on 'Enable interactive message menus' if you want anyone in Slack to use buttons to assign, move, re-open or archive the conversation posted there. Without it, messages post with no buttons, and people can't act on them from Slack.
Mixing up the two Slack setups
The Front Help Center makes the distinction plain, and it's worth holding on to. The channel route sends and receives Slack messages inside Front. The App store integration only posts Front conversations out to Slack and lets Slack buttons act on them. Enable the wrong one and you'll wonder why replies never arrive. And a private Slack channel won't connect until the Front integration bot has been added to it.
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Connector and help desk options
Zapier lists Front and Slack templates such as sending new Front inbound messages to Slack as channel messages, and sending Slack messages when rules are triggered in Front. I'm going on the template titles only, so check the setup inside Zapier.
Help Scout has Slack templates on Zapier, including Slack notifications for new conversations. Hiver says its Slack setup brings every customer conversation from Slack into the same ticket queue as email and chat.
If you're weighing a different inbox altogether, my roundups of shared inbox tools and support inbox options cover the field.
The advice I'd give a support lead
Work out which way the messages need to move, then set up only that route. For customer questions in Slack, use the channel route with a single conversation and the 1 day close setting. For alerts, use a Send to Slack rule aimed at one channel, and switch on the interactive buttons so people can act without leaving Slack.
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Frequently asked questions
Can I reply to Slack messages from inside Front?
Yes. With the Slack channel route, Slack messages arrive in a Front inbox and you can send and receive them directly from Front.
Who can set it up?
A Front company admin or workspace admin adds a Slack channel to a shared inbox, and the App store integration needs a company admin.
Can I send a Front conversation to Slack automatically?
Yes. Create a rule with the Send to Slack action and name a channel or person.
Do private Slack channels work?
Yes, but the Front integration bot must be a member of the private channel, and you acknowledge access during setup.
Can Zapier connect Front and Slack?
Yes. Zapier lists templates such as sending new Front inbound messages to Slack as channel messages.
