The Front integration allows you to synchronize your conversations to Survicate effortlessly, to analyze topics discussed in customer conversations, along feedback from many other sources.
Read on to learn how you can transfer your conversations from Front to Insights Hub! 🚀
📌 This Insights Hub source is available on some of our Pricing plans.
Connect Front with Insights Hub
Step 1. In Survicate, navigate to Insights Hub at the top of the Panel. If you haven't added any data to the Hub yet, click on Add feedback and Connect source.
If you already have some data in your Insights Hub, go to Add Feedback in the Hub and click on Integration.
Step 2. Choose Front from the list of sources.
Step 3. Click Connect in the top-right corner of the next page.
Step 4. A pop-up window will appear for you to log in to your Front account. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar, or use instructions for Chrome, Firefox, Opera, Edge, or Safari.
Step 5. After connecting the integration, as the next step you'll be able to start the automatic synchronization of chat transcripts from Front to Insights Hub.
You can choose whether you want to sync all conversations or just those tagged with chosen tags, or from select inboxes.
💡 You can choose more than one tag or inbox.
Select your preferred options and click Save.
Next, you'll be able to decide whether we should import past chat transcripts as well, or only new ones, after the connection. Just select a time frame for importing past chats and click Import, or Don't import to skip past conversations.
❗️Please note that we will only import conversations that are Archived.
🚀 Now that the integration is connected, you'll see each Front conversation imported as a piece of feedback, along with information such as Sentiment, Topics it's assigned to, Agent name, Customer name, date of the interaction, and other Front attributes:
Each conversation can be seen as a whole transcript, or as highlights!
Using the Insights Hub
Now that you have synced conversations from Front to Insights Hub, the Hub will categorize and analyze feedback from this and other sources, to:
automatically detect customer sentiment;
identify issues and concerns reported by customers during the chat and segment them into Topics and actionable Insights;
understand your customers' needs and wants better.
Feedback will be automatically segmented into Topics:
This segmentation is done thanks to AI, which prepares the most suitable categories based on the feedback you send to Insights Hub.
Feel free to click on one of the Topics to analyze individual feedback pieces that are included. You can also share a chosen Topic with your team, delete it, or apply filters and/or searches to further analyze the data:
Inside a Topic, you may notice the Insights tab as well. These are further categories into which the AI assistant splits your feedback:
Feel free to turn one or more of the Insights into a separate Topic to best suit your needs.
If you think a specific piece of feedback doesn't fit well into the Insight, you can remove it:
By clicking on one of the feedback pieces, you will be presented with more details about this piece of feedback, and you will have the option to view its details in Front, share its link, or delete it:
At any point, you can click on the Add feedback button to connect another data source or to add a note manually.
Check out this section of our Help Center to read more about feedback sources available in the Insights Hub.
The Insights Hub also comes with a Research Assistant where, thanks to AI, you can quickly and effectively find answers to all your questions and the responses are supported by the feedback pieces you integrated into the Insights Hub and your survey responses.
📞 If you have any questions or need assistance - feel free to reach out to our team via chat or email: support@survicate.com.