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One-time setup: enter your Front API token, pick the the AI replies as, paste a webhook URL into Front, and choose whether the AI handles unassigned conversations.
This page covers the shared Front connection. Once connected, see the channel pages for per-channel verification steps.

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Before you start

You need a Front workspace on a plan that includes API access. You also need permissions to generate API tokens in Settings → Developers → API tokens.
Only organization admins can connect integrations. Confirm your role at Settings → Organization.

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Setup

1

Generate an API token in Front

In Front, go to Settings → Developers → API tokens. Create a new token with the following scopes:
  • Shared Resources — read and write
  • Private Resources — read and write
  • Provisioning — read
Store the token securely — Front only shows it once. If you lose it, revoke and regenerate.
2

Enter the API token in OpenCX

Open Settings → Ticketing System in your OpenCX dashboard. Select Front and enter your API token.Click Connect. OpenCX validates the token by calling the Front API. If validation fails, double-check the token has not been revoked and your Front plan includes API access.
3

Select the AI teammate

After credentials are saved, OpenCX loads your Front teammates. Pick the teammate account that represents the AI — this is who customers see replies from.
Every AI-generated reply is posted as this teammate. Choose a dedicated bot account (e.g. “AI Agent”) rather than a real team member to avoid confusion.
4

Copy the webhook URL

OpenCX displays a webhook URL after connection. Copy it and configure it in your Front app’s webhook settings.The webhook needs to receive these event types:
EventWhy OpenCX needs it
Inbound messageProcess new customer messages and generate AI replies.
Outbound messageDetect teammate replies so the AI doesn’t re-process them.
Conversation archivedSync resolved status back to the OpenCX session.
Without the webhook, OpenCX cannot receive conversation events. The AI will not respond to any messages until the webhook is active.
5

Configure unassigned handling (optional)

Enable Handle unassigned conversations if you want the AI to respond to conversations that arrive without an assignee. When disabled, the AI only responds to conversations assigned to the selected teammate.
6

Send a test message

Send a test message through one of your Front channels. The AI should reply within a few seconds. Then say “I want to talk to a human” — you should see a handoff note appear as an internal comment and the conversation unassigned.
For channel-specific verification, see the Channels pages.

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Settings reference

All settings are configured at Settings → Ticketing System → Front.
SettingPurpose
API tokenYour Front API token from Developer Settings. Required.
AI teammateThe Front teammate the AI replies as. Required for targeted routing.
Handle unassigned conversationsWhen enabled, the AI also responds to conversations with no assignee. Default: off.
EnabledMaster toggle for the Front integration. When disabled, all webhook events are ignored.

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Disconnecting

To remove the Front integration, open Settings → Ticketing System → Front and click Disconnect. This deletes stored credentials, resets your ticketing system to OpenCX’s built-in inbox, and stops webhook processing. Existing OpenCX sessions are preserved but no longer sync with Front.

Conversations

How messages flow, handoff steps, and tags.

Knowledge Sync

Train the AI on your Front Help Center articles.

Channels

Per-channel implementation details.

Troubleshooting

Credentials failing, webhook silent, AI not replying.