# Front

Source: https://gokarla.io/docs/guides/resolve/integrations/front

# Front

:::info

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.

:::warning
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_`:

```text title="Inbox ID"
inb_1a2b3c
```

Enter the inbox ID — not the inbox display name.

### 3. Connect Front in the Karla portal

In the [Karla portal](https://portal.gokarla.io/), 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.

:::note
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.
:::

:::note
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](./overview#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](./overview) — other connection options.
- [Zendesk](./zendesk) — native Zendesk integration setup.
- [Gorgias](./gorgias) — native Gorgias integration setup.
- [Dixa](./dixa) — native Dixa integration setup.
- [Kustomer](./kustomer) — native Kustomer integration setup.
- [Intercom](./intercom) — native Intercom integration setup.
- [Webhooks](./webhooks) — push claim events to a custom endpoint instead.
- [Data processing](../data-processing) — the full claim payload shape.
- [Integration and automation](../integration-and-automation) — auto-refunds,
  routing rules, and custom transformations.
- [Integrate in your shop](../integrate-in-your-shop) — embed Resolve on your
  storefront via the Browser SDK.