- Your Front and the you selected.
- A specific (from Inbox) or Front conversation ID where the problem shows.
- The webhook URL shown in Settings → Ticketing System → Front.
Fastest path to root cause: find the conversation in your OpenCX Inbox and check the session’s AI reasoning, tool calls, and handoff event. That’s far faster than inspecting webhooks or logs.
Common scenarios
Jump to the symptom that matches what you’re seeing.”Invalid Front API token” on save
: token revoked, expired, or plan doesn’t include API access. Fix: regenerate the API token in Front’s Developer Settings. Confirm the token has the required scopes (Shared Resources, Private Resources, Provisioning). Confirm your Front plan includes API access.Webhook not receiving events
: webhook URL not configured in Front, or wrong event subscriptions. Fix: open your Front app’s webhook settings and confirm the webhook URL matches the one shown in Settings → Ticketing System → Front. Confirm the webhook is receiving inbound, outbound, and conversation archived events at minimum.AI not responding to conversations
: conversation not assigned to AI teammate, integration disabled, or Handle unassigned is off. Fix: check these in order:- Confirm the conversation is assigned to the teammate you selected as the AI teammate in settings.
- If the conversation is unassigned, confirm Handle unassigned conversations is enabled.
- Confirm the integration is enabled (the master toggle is on).
- Confirm the message is from a customer, not a teammate — the AI skips teammate-initiated and outbound messages.
Handoff posts a note but conversation stays assigned
: API error during unassign, or a concurrent Front rule reassigned the conversation. Fix: this is usually transient. If it happens consistently, check whether a Front rule or automation is reassigning the conversation immediately after OpenCX unassigns it. Review the session in your OpenCX Inbox for error details.Duplicate AI replies on the same message
: dedup window expired or concurrent webhook retries. Fix: OpenCX deduplicates messages by content hash with a 24-hour window. If Front retries a webhook delivery after the window expires, a duplicate can occur. This is rare — if it happens consistently, confirm your Front webhook is not configured to retry aggressively.AI archived a conversation that a rep was working on
: timing overlap between reassignment and AI resolution. Fix: OpenCX checks the conversation assignee before archiving. If the conversation is no longer assigned to the AI teammate, the archive step is skipped. If this happened, the conversation can be reopened in Front. If it recurs, review your routing rules for timing conflicts.Knowledge Sync not importing articles
: wrong API key, no Help Centers selected, or sync not started. Fix: check these in order:- Go to Data Sources and confirm the Front source shows a recent sync time.
- Confirm the API key has read access to Help Center content.
- Confirm at least one Help Center is selected.
- Click Sync now to trigger a manual sync.
None of the above
If your issue doesn’t match any scenario above, gather the session ID from your OpenCX Inbox and the Front conversation ID, then contact support.Limits and timing
| Value | |
|---|---|
| Message deduplication window | 24 hours |
| Webhook event processing | Real-time (on delivery) |
| AI teammate selection | One per organization |
| Teammate replies | Skipped (not processed by AI) |
| Archive on resolve | Only if AI teammate is still assigned |
OpenCX retries on transient Front API failures but does not indefinitely retry. If your Front workspace is rate-limited or experiencing downtime, some webhook events may be missed. Check your Front webhook delivery logs for failed deliveries.
Related Documentation
Connect Front
Re-verify credentials and webhook setup.
Conversations
How messages flow and how handoff works.
Channels
Per-channel details for Email, Chat, SMS, and Phone.
Handoff settings
Global handoff rules and office hours.