Skip to main content
Connect Front to AppReply so that reviews become conversations in a Front shared inbox. AppReply emails each review to the inbox’s email channel, and Front turns it into a conversation. Your agent answers the review by replying to the conversation, and AppReply posts the reply to the store. There is no API key, no app to install in Front and no sign-in. All AppReply needs is the channel’s address.

Before you start

  • The address of the shared inbox’s email channel. Use the address in the channel’s Forward field, which ends in in.frontapp.com. If your own support address already delivers to that Front channel, you can use that address instead.
  • A channel that can send email. It must be validated in Front, or agents can’t reply at all.
  • Someone who can open a conversation in that inbox to accept the confirmation.
Any AppReply plan can connect Front. Ticket rules need the Pro plan. Create ticket on a single review does not.

Connect Front

1

Copy the channel address in Front

In Front, open Settings (the gear icon), then Channels, the email channel of the shared inbox, and the Settings tab. Copy the address in the Forward field.
2

Open the connect window in AppReply

In AppReply, go to Integrations (in the Apps section of the sidebar) and click Connect in the Helpdesk connections section (or Connect your first helpdesk), then choose Front.
3

Paste the address and send the confirmation

Paste the address into Front channel address and click Send confirmation.
The Connect Front window: two steps that say where the Forward address is in Front, and the Front channel address field
AppReply shows Check Front: the confirmation email arrives as a new conversation. Click Done. Front is listed under Helpdesk connections with the status Waiting for confirmation.
4

Accept in Front

In the shared inbox, a conversation arrives with the subject Confirm AppReply reviews for this address. Open it and click Accept the integration.
The confirmation email in a Front conversation, with the Accept the integration link and Front's Reply button
A page asks “Send app reviews from” your workspace “to this address?”. Press Accept. The page says Confirmed. Opening the link is not enough: press Accept. The link works for 7 days.
5

Check the connection

Back in AppReply, Front shows Active, with its address and a Verify button.
While the status is Waiting for confirmation, the card shows Send again in place of Verify. Click it to email a new confirmation link.

Send reviews to Front

Create a ticket rule with Front as the Helpdesk connection, or click Create ticket on a single review. Each review arrives as a conversation from the reviewer’s name followed by the store, for example “Dana Reyes Google Play review”.
A review in a Front conversation: the reply marker line, the rating and app, the review text, the author, date, app version, country and language, an Open in AppReply link, the instructions for the agent and Front's Reply button
The first line starts with ## Reply above this line ##. AppReply uses it to find your agent’s reply. Don’t delete it. For what else the email contains, see Any helpdesk by email.

Reply from the conversation

The agent presses Reply, not a comment, writes the answer and sends it. AppReply posts it to the store.
  • The “Sent from Front” footer is left out. On plans that show it, Front adds the agent’s name and “Sent from Front” under replies. AppReply leaves it out of what is posted.
  • Remove any other signature. Everything above the quoted review is posted.
In AppReply, the review becomes Queued, then Replied once the store accepts it. The responder is shown as the agent’s name followed by (Front). To change a reply, reply again. The newer reply replaces the earlier one. Replies to Huawei AppGallery and RuStore reviews are not posted by email: answer those in AppReply. See Huawei AppGallery and RuStore.
Everything the agent writes above the quoted review email is posted on the store, where anyone can read it.

If a reply is not posted

AppReply sends a short email back to the same conversation. It starts with “AppReply did not post your reply.” and says why. The agent replies again in that conversation with the corrected text. A reply that contains the name the review was sent under, such as “Dana Reyes Google Play review”, is refused with a note that says which name to remove. A greeting template that inserts the contact’s name does that. For every reason a reply can be refused, see Notes you may get back.

Errors and disconnecting

If Front does not accept a review email, the card shows Error and a short message, for example “Front did not accept a review email (bounced). Check the address, then verify the connection again.” Check the address, then click Send again and accept the new confirmation. To disconnect, click the trash icon on the card. The card warns: “Replies to review emails already sent will stop posting.” Nothing in Front is changed.

What it does not do

  • No status sync. AppReply does not see or change the conversation’s status in Front. In AppReply, the ticket is marked Resolved once a reply is queued.
  • No posting to Huawei AppGallery or RuStore by email.
  • No API connection. Only replies sent from the conversation count. Comments are never posted.

Set up ticket rules

Configure which reviews become Front conversations