Front#
The Front integration imports a claim into your Front inbox as an inbound email conversation whenever a customer submits a Resolve claim. Photos, affected items, order context, and the carrier affidavit PDF are attached automatically, and Karla can optionally reply to the customer in the same conversation.
What you need#
Before you start, gather:
- Front admin access — to create an API token.
- A Front API token — created under Settings → Developers → API tokens. Front uses bearer-token authentication, so unlike Zendesk or Gorgias there is no account email or subdomain to provide.
- An inbox ID — the Front inbox claims are imported into, e.g.
inb_123. This is required before you can enable the integration. - A recipient email — your support inbox address that imported claim messages are addressed to. This is also required before enabling.
- A reply channel ID and author ID (optional) — only needed if you turn on the automatic acknowledgement reply.
Karla authenticates with your API token only — not your Front account password.
Connect Front for claim import#
1. Create an API token in Front#
In Front, open Settings → Developers → API tokens and create a token with access to your inboxes and conversations.
Name it something recognizable — e.g. Karla Resolve Integration — and copy
the token immediately.
Treat the API token like a password. Do not share it in email or chat — enter it only in the Karla portal.
2. Note your inbox ID#
Front imports claim messages into a specific inbox. Open
Settings → Inboxes in Front and select the inbox you want claims to land in.
The ID appears in the URL and starts with inb_:
inb_1a2b3cEnter the inbox ID — not the inbox display name.
3. Connect Front in the Karla portal#
In the Karla portal, navigate to Settings → Integrations and select Front.
Under API Configuration, paste your API Token and save it. Karla stores it in a secret manager and shows only a masked preview afterward.
4. Configure the inbox#
Once the token is saved, the Integration Settings unlock:
| Field | Value |
|---|---|
| Inbox ID | The Front inbox claims are imported into, e.g. inb_123 |
| Recipient Email | Your support address the imported message is addressed to |
Save both values, then toggle the integration on. New Resolve claims will be imported into Front automatically.
The integration cannot be enabled until both an inbox ID and a recipient email are saved — Front needs an inbox to import into and an address to import the message against.
If you do not see Front under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.
5. Optional: automatic acknowledgement reply#
Turn on Send Auto Reply to have Karla reply to the customer in the same Front conversation as soon as their claim is imported. When enabled, four more fields appear:
| Field | Value |
|---|---|
| Auto-Reply Subject | Subject line used for the reply email |
| Auto-Reply Message | The message body sent to the customer |
| Reply Channel ID | The Front channel the reply is sent from (cha_…) |
| Reply Author ID | The Front teammate the reply is sent as (tea_…) |
The reply is only sent when the toggle is on and a message is set — leaving the message empty skips the reply. Enable Archive After Reply to archive the conversation once the acknowledgement goes out.
6. Other optional settings#
Alongside the connection:
- Sender Address — your postal sender line for the carrier affidavit PDF. Saving an address attaches the affidavit to investigation (not received) tickets; clearing it removes the affidavit.
- Type of Goods — what your parcels contain, printed as the content ("Inhalt") line on the affidavit.
- Main Carrier — which carrier's form is used for the affidavit. Leave it on Automatic to route by the shipment's own carrier.
- Ticket templates — customize the subject, body, tags, and attachments per claim reason. See Helpdesk integrations → Ticket templates.
What Karla creates in Front#
When a customer submits a Resolve claim, Karla imports a conversation with:
- Subject and message mapped from the claim reason and customer notes.
- Customer identified by the order email, so the conversation threads with their existing history.
- Attachments — claim photos and, when configured, the carrier affidavit PDF.
- Order and shipment context in the message body — order number, carrier, tracking number, affected line items.
- An optional agent reply acknowledging the claim, when auto reply is on.
Your agents see a complete conversation without looking up the order elsewhere.
Troubleshooting#
Cannot enable the integration
- Save both an Inbox ID and a Recipient Email — the toggle stays disabled until both are stored.
Conversations not appearing
- Confirm the integration toggle is enabled in the Karla portal.
- Confirm the inbox ID matches a real Front inbox and starts with
inb_. - Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.
Authentication failed after saving
- Confirm the API token was copied in full — no leading or trailing spaces.
- Confirm the token has inbox and conversation access and is not expired or revoked.
Auto reply not sent
- Confirm Send Auto Reply is on and an auto-reply message is saved — an empty message skips the reply.
- Confirm the Reply Channel ID (
cha_…) and Reply Author ID (tea_…) are set and belong to the same Front account.
Where to next#
- Helpdesk integrations overview — other connection options.
- Zendesk — native Zendesk integration setup.
- Gorgias — native Gorgias integration setup.
- Dixa — native Dixa integration setup.
- Kustomer — native Kustomer integration setup.
- Intercom — native Intercom integration setup.
- Webhooks — push claim events to a custom endpoint instead.
- Data processing — the full claim payload shape.
- Integration and automation — auto-refunds, routing rules, and custom transformations.
- Integrate in your shop — embed Resolve on your storefront via the Browser SDK.