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What is Front?
What is Front?
Front is a shared email inbox for teammates/employees to manage emails in one collaborative work space. Admissions uses this to allow multiple staff members to respond to emails that come in via admissions@uh.edu, orientation@uh.edu, and vco@uh.edu
How to log-in?
How to log-in?
You must speak with an Administrator to gain access to Front. Your Administrator will link your Front account to your UH work email account. You will use your preferred email address as your username to log-into Front each time. https://frontapp.com/
How to use Front?
How to use Front?
The following is a tutorial video that provides clear instructions on how to use the Front inbox:
Front Language
The Front tutorial provides instructions as well as definitions regarding “Front Language”, but below are quick definitions of terms used when describing Front:
Canned Response/ Message Template: Predetermined common responses to common questions.
Tag: Tool that allows you to add context and track conversations for data analytics.
Rule: Automatic action on emails triggered by words, conditions, and/or actions.
Mention: If you mention someone using the @ symbol, this person will receive an email notification and/or an in-app notification.
Comment: Direct comments or questions to a teammate without any action on the email. The email sender is not notified of the comments made concerning their email. You can mention someone directly in a comment. (See Images on page 5)
Conversation: A thread of emails (Once you reply to an email you start a conversation; a single email message is just a message.)
Archive: A function to be completed after you have replied to an email to clear it from the inbox.
Navigating Front: Accessing the Inbox
Step 1: To respond to the current emails in the inbox select “UH Admissions” from the panel of inbox options on the left side of the screen.
Step 2: Select “Oldest” from the drop down list oh viewing options t see the oldest emails in the inbox.
See Image A to view the highlighted selections mentioned in Step 1 & 2.
Responding to Emails Summary
Below is the summary of all the steps in the email response process. Each step is then explained in further detail in the “Front Processes” section:
Step 1: Open the email- Select an email by clicking one of the previewed emails shown on the left. The selected email (or conversation) will open.
Step 2: Read and tag the email- Every email should be tagged prior to responding. Tag the email based on the tag descriptions provided. If a description is needed in the Tag feature, speak with a Front Administrator for additions.
Step 3: Indicate who the sender is- Use the information in the email (or request more information) to decide if the sender is a prospective student or a current student. Tag the email either prospective student or admitted student.
Step 4: Check for the UH ID- If the student has provided their UH ID put the ID in the Notes section on the right side of the screen.
Step 5: Respond to the email- Respond to the email by clicking inside the box that reads, “Reply to this conversation.” There you will be able to type a response or use a Canned Response.
Step 6: Send the email- Once you have responded to the email and are ready to send your response to the sender click “Send & Archive.” This function will both respond to the sender and clear it from the Team Inbox.
Front Processes: How to Tag an Email
Tag the email by clicking “+TAG” next to the subject line of the email. The list of tags will open in a drop down box. You can select a tag(s) by clicking on a tag from the list or by typing the name of the tag in the search menu. Select the tag based on the tag descriptions provided. Can you can select multiple tags that are relevant to the description for the email.
See Image B and Image C below to see how the Tag function works.
Front Processes: How to add a Note
To type a note go to “Overview” on the far right side of the screen. You can type a note by clicking “New” in blue letters at the bottom of the panel. The text you type will stay under the notes tab. The admitted or perspective student’s UH ID should go here.
Front Processes: How to Type a Response
You can type a response to an email by clicking “Reply to this conversation.” A dialog box will open for you to type a response or use a canned response.
Front Processes: Send A Canned Response/Message Template
You can reply with a canned response to an email by clicking “Reply to this conversation.” When the dialogue box opens click the tape recorder icon for a preview of the canned responses to show. Scroll or search to find the most suitable response for the email. Not all emails CAN be responded to using a message template and some emails may require you to edit and paste together a few templates.
Mentions and Comments
Mentions and Comments
You are able to communicate with a specific team member directly or with the entire team without interfering with the email correspondence. These internal communications will show up around the actual emails but will only be visible to staff/team members. The two forms of internal communications within the email thread are “mentions” and “comments.”
Mention: To communicate with a team member directly you can mention them by typing the “@” symbol followed by their username in the section at the bottom of the email that reads, “Type your comment and press Enter.”
Comment: To communicate with the team as a whole you can leave a comment in the same section without mentioning anyone specifically.
See Image I and Image J to see examples of mentions and comments below.
I
Dos and Don’ts
Dos and Don’ts
Do: Open every email with “Thank you for your email.” And close every email with, “Please contact us should you have other concerns.
Do: Tag every email
Do: Consult with your team lead if you feel like there is not a tag or canned response that you feel should be there.
Don’t: Share a student’s admissions decision via email. If a decision has been made on the student’s account, direct them to check their decision on their myUH account.
Don’t: Respond to an email where the sender has included their SSN. Immediately delete the email, and send the student an email in a new thread requesting that they not submit their SSN for security purposes.
Example:
Example:
This email is a demonstration of language of care + accurate information.
However, this staff member did not utilize the standard opening.
Example:
Example:
This email is a demonstration of language of care + accurate information.
For Email Tags for Front, and Canned Responses, visit the Sharepoint link (https://uofh.sharepoint.com/:w:/r/sites/UHUA/_layouts/15/Doc.aspx?sourcedoc=%7B90248AC1-D004-4C84-B87A-6505225A2A27%7D&file=Front%20Training%20Manual.docx&action=default&mobileredirect=true)
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