Helpdesk & Support

Front

AI reply drafts and knowledge retrieval for Front

What is Front?

Front is the shared inbox and customer communication platform used by operations and support teams that need to manage email, SMS, and chat from a unified collaborative interface. Teams often handle high volumes of repetitive questions that are ideal candidates for AI assistance.

Integration

How Kelu works with Front

Everything you can do once the integration is connected.

AI reply drafts in shared inboxes

Kelu generates suggested replies for incoming messages in Front based on your knowledge base, reducing the time agents spend composing responses.

Confidence-gated automation

Only high-confidence answers are surfaced to agents or sent automatically. Low-confidence cases are flagged for human review.

Knowledge retrieval sidebar

A Kelu knowledge panel appears inline as agents work in Front, surfacing relevant articles before a reply is even drafted.

Audit log for every action

Every AI-assisted draft and automated action is recorded in the Kelu audit trail for compliance and quality review.

Setup

How to set it up

Add a Front helpdesk integration in Kelu and connect using the Front API token.

Select the inboxes and channels where AI assistance should be active.

Configure confidence thresholds and decide whether AI suggestions are surfaced to agents or sent automatically.

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Front — Frequently Asked Questions

Common questions about connecting Kelu to Front.

Kelu integrates with Front shared inboxes across email, SMS, and chat channels. You can enable AI assistance selectively per inbox, so high-volume repetitive channels benefit from automation while custom or sensitive inboxes remain fully manual.

Yes, with your configured confidence threshold. When Kelu's confidence in an answer exceeds the threshold you set, it can send a reply automatically without agent review. For lower-confidence cases, the suggested reply is surfaced to the agent for editing and approval.

Yes. Kelu provides a knowledge retrieval sidebar that appears in the Front conversation view. As an agent reads an incoming message, relevant knowledge base articles are surfaced automatically — reducing the time spent searching for the right answer.

Kelu connects to Front using a Front API token. You generate the token in your Front developer settings and provide it to Kelu during integration setup. No user credentials or OAuth redirect is required.

Yes. Every AI-generated draft, automated reply, and suggested knowledge article surfaced in Front is recorded in Kelu's audit trail with a timestamp, confidence score, and source citation. This supports compliance review and quality assurance for your support operations.

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