Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.
Introduction
Connect Front to Sana to see what is waiting in your shared inboxes, catch up on a customer thread, and reply, comment, tag or assign it without switching tools.
In summary, the connector has the following key characteristics:
Categories: Support, Communication
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Tools
Tools are the operations the agent can use when you ask Sana about Front. In practice, the agent may call more than one to complete a single request.
Tool |
Add comment |
Archive conversation |
Assign conversation |
Create draft |
Create draft reply |
Create inbox |
Create message |
Create message template |
Delete message template |
Get comment |
Get conversation |
Get message |
Get teammate |
Get ticket status |
Import message |
List comment mentions |
List conversation comments |
List conversations |
List message templates |
List teammate |
List ticket statuses |
Receive custom messages |
Reply to conversation |
Send new message |
Tag conversation |
Update conversation |
Update teammate |
Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.
Triggers
While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Front.
Trigger |
New Conversation Created |
New Conversation State Change |
New Conversation Tag |
New Message Template Created |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions.
Set up instructions
Prerequisites:
You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.
Step 1: Go to the connectors page in Sana
In Sana, click on your profile icon and name in the bottom left corner and select Connectors.
Step 2: Find Front in the list of available connectors
Scroll to the Available connectors section and locate Front.
Note: If you can't find a connector in this list, it means one of the following:
You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.
Step 3: Hover the connector card and click the connect button
Hover the Front card and click the Connect button.
Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.
Step 4: Initialize the Pipedream connection
When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.
Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.
Step 5: Sign in to Front and approve the requested scopes
You'll be redirected to Front to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 6: Complete the set up
You've successfully connected your Front account. Click Continue to complete the setup and start using the connector.
Known limitations
No conversation search: Front only returns a page of recent conversations, with no query or filter. Finding a specific conversation means listing and scanning that page, which limits search quality on a busy inbox.
No contacts: Contacts cannot be listed or searched. Recipients are given as handles — an email address, phone number or social handle.
Attachments: Attachments have to be files Front can fetch over HTTP. A file that only exists inside Sana cannot be attached to a message.
Outbound domain rules: If your workspace limits which email domains Sana may send to, that check also blocks sends on non-email Front channels, because an SMS number or social handle has no domain to check.