Feedback source
Turn Front conversations into ranked product insight
Your support inbox is the richest feedback source you have and the hardest to read in aggregate. FeedbackFlow triages inbound Front messages into ranked topics.
Why connect Front
- Rule-driven, so you choose the inboxes. A Front rule decides what is captured. Point it at the inboxes that carry product feedback and leave the rest alone.
- Your team's replies are ignored. Only inbound messages are ingested, so your own support answers never become feedback items.
- Email address captured. Items are attributed to a real person, so topics can be weighted by account value.
"Export keeps timing out on large projects, this is blocking our team."
Deduped and ranked alongside every other source.
How it works
- 1
Create a Front rule
Fires on inbound messages in the inboxes you pick.
- 2
Add a webhook action
Point it at the URL on the Front card in FeedbackFlow.
- 3
Watch it triage
Inbound messages become feedback items, grouped and ranked by AI.
Prefer the full walkthrough? Read the Front setup guide.
Before you start
- A Front workspace where you can create rules, which usually means an admin.
- A FeedbackFlow project. The free plan covers one, and no credit card is needed to finish this setup.
- A view on which inboxes carry feedback. Capturing every inbox works but produces a lot of items that are support questions rather than product signal.
How to connect Front to FeedbackFlow
- 1
Create a rule on inbound messages
In Front, go to Settings, then Rules, and create a rule whose trigger is an inbound message. Scope it to the inboxes you want captured. Starting with one inbox is usually better than all of them: it is easier to judge whether the items are useful before turning on the firehose.
- 2
Add a "Send to webhook" action
Point the action at the request URL shown on the Front card in your FeedbackFlow project settings. The URL is unique to your project, so a rule copied from another workspace will not work. Front sends the whole message payload, which is all FeedbackFlow needs: there is no template to configure and no fields to map.
- 3
Copy the webhook secret into FeedbackFlow
Front signs each delivery with HMAC-SHA256, base64-encoded, in the x-front-signature header. Paste the secret from your Front rule into the Front card so FeedbackFlow can verify it. Deliveries that do not verify are rejected without being parsed.
- 4
Send yourself a test message
Email the inbox from an outside address and watch the item appear in FeedbackFlow within seconds, with the conversation subject as its first line and the sender's email attached. Replying from Front afterwards should produce nothing, which is the check that the inbound-only filter is working.
The exact Request URL and any values you need to paste are shown on the Front card inside your project settings, because they are specific to your project. Full Front setup guide.
What FeedbackFlow reads from Front
The message body, the conversation subject, and the sender. Outbound messages are dropped before anything is written.
| Field | What FeedbackFlow does with it |
|---|---|
| target.data.text or body | The feedback item's text, with the conversation subject prepended when there is one. |
| conversation.subject | Prepended to the message, because a support subject line is often the clearest statement of the problem. |
| target.data.id | Deduplication key, falling back to the event id. |
| target.data.author.email | Attribution and account matching. This is what lets a topic be weighted by the customer's value. |
| type | Anything that is not an inbound message is dropped. |
What this looks like in practice
Your team replies to a conversation
Ignored. Ingesting it would triage your own support answers as customer feedback.
A customer sends a three-message thread
Three items, all attributed to the same person, and dedupe collapses them if they say the same thing.
Front retries a delivery
Recognised by message id and discarded rather than duplicated.
You narrow the rule to one inbox
Capture narrows immediately. Existing items stay.
Limits worth knowing
What this connector does not do, so you can find out here rather than after you have wired it up.
- Attachments are not captured. A screenshot a customer emailed in stays in Front.
- Comments and internal notes on a conversation are not captured, only messages.
- The rule decides what is captured, so a mis-scoped rule is the usual cause of either too many items or none. It is worth checking the rule before assuming the integration is broken.
- Front's own tags and assignments are not read. Routing inside FeedbackFlow is done with its own rules instead.
Frequently asked questions
- Will this ingest my team's replies as well as customer messages?
- No. The adapter only accepts inbound messages and drops everything else. That check exists because ingesting outbound replies would mean triaging your own support answers as if they were customer feedback, which quietly poisons every topic count.
- Should I capture every inbox?
- Usually not at first. Support inboxes carry a lot of questions that are not product feedback, and every ingested item counts toward your plan quota. Starting with one inbox lets you see whether the topics coming out are useful, and widening the rule later is a one-field change.
- Does the customer's email address get stored?
- Yes, when Front provides it, and it is what makes this integration more useful than a chat source. With an email address, an item can be matched to a company account and its MRR, so a topic raised by three enterprise customers outranks one raised by thirty free trials.
- What happens to long email threads?
- Each inbound message becomes its own item, attributed to the same person. AI dedupe then groups items that describe the same problem, so a thread where someone restates a request three times collapses into one topic rather than inflating the count.
- Can I capture only conversations with a particular tag?
- Yes, because the trigger is a Front rule rather than a fixed subscription, and Front rules can filter on tags, inboxes, recipients, and message content. Teams that get the most out of this narrow the rule rather than the destination: capturing conversations tagged "feature request" produces a much cleaner topic list than capturing an entire support inbox and hoping triage sorts it out.
- How does this compare to just forwarding emails to FeedbackFlow?
- Forwarding works and needs no setup, but it loses the sender: a forwarded message arrives from whoever forwarded it, so every item is attributed to your own support address and none can be matched to a customer account. The Front rule preserves the original author's email, which is what lets a topic be weighted by how much the people asking for it are worth. If you only need volume and not value, forwarding is genuinely simpler.
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