Front connector

Your Silux Chat bot verifies customers against Front, then answers questions about their support tickets and cases from your live data.

API token Documented-API tested 2 capabilities Read-only

Start free Set-up guide Front API docs

Good to know: Front timestamps are fractional Unix seconds, so the updated date is not mapped.

What your bot can do with Front

Recognise and verify customers

Finds the customer in Front by the email address or mobile number they give, checks their name and one more detail, then sends a one-time code to the contact details Front holds. Nothing personal is shared until the code is entered.

Customers ask: “I want to check my account — it’s Jane Smith, jane@example.com”

Record IDNameEmail address

Support tickets and cases

Reads the verified customer’s tickets, cases or tasks in Front — subject, status and when each was last updated.

Customers ask: “Is there any update on my case?” · “Has my request been closed?”

Record IDSubjectStatus

Set it up

Most businesses finish in under ten minutes. You need to be able to sign in to Front as an administrator to create the key.

Step 1 — in Front

1Front
2Settings
3Developers
4API tokens
5Create API token (shared resources, read)
6copy it.

Least access: grant only the read permissions named above (customers, orders, invoices, bookings or tickets — whichever this connector uses). Never use an owner or full-admin key where Front lets you create a restricted one.

Step 2 — in Silux Chat

1Open Dashboard → Integrations → Connectors and search for “Front”.
2
Fill in:
Field Example Stored
API token •••••••• Encrypted
3Press Connect & test. The platform makes a real, read-only call to Front with a made-up customer and shows a tick or a cross for each capability, with Front’s exact error if something is refused.
4If this is your first way of verifying customers it is switched on automatically; otherwise press Use to verify customers. The platform then runs its chained test (verify → code → account → orders → invoices) with the built-in test customer — no real person is contacted.

Field	Example	Stored
API token	••••••••	Encrypted

You create an API or access token in Front and paste it into your dashboard. It is sent as a Bearer token on every call, over HTTPS only.

How customer verification works

STEP 1
Customer asks
They ask about their own account. The bot asks for their full name and their email or mobile, plus one more detail such as their postcode.
STEP 2
Found in Front
The customer is looked up in Front by email, then mobile. The surname must match exactly and the first name must match or start with the same letter, plus one more detail.
STEP 3
Code sent
A 6-digit code goes to the mobile Front holds (by text, when your plan has SMS) or otherwise to the email it holds. The chat never chooses where it goes.
STEP 4
Verified
The customer types the code. It is valid for 10 minutes and five wrong attempts cancel it. The verified session lasts 30 minutes.

If the details don’t match, the customer is told only that they couldn’t be matched — never which detail was wrong. If Front can’t be reached, the bot says it can’t check accounts right now rather than “no account found”. The bot is blocked in code from reading orders, invoices or bookings until verification succeeds. Full details: Customer identity verification & OTP.

What the bot can and cannot see

Can see (after verification)

Record ID
Name
Email address
Subject
Status

Only these standard fields are mapped from Front’s responses. Everything else in the response is discarded before the bot sees it.

Never sees

passwords, security answers or login details
records belonging to anyone other than the verified customer
anything outside the fields listed alongside

Security

Keys encrypted at rest
Credentials are stored encrypted, shown only masked after saving, and destroyed — not just hidden — when you disconnect.
Read-only look-ups
Every capability is a look-up. The connector cannot create, change or delete anything in Front.
HTTPS only
Calls go to the vendor’s HTTPS address, redirects are not followed, and private network addresses are refused.
Injection-safe
Values a customer types are cleaned before they are placed in Front’s search, and URL-encoded in addresses.
Other customers filtered out
A row that names a different customer’s email is dropped, whatever the vendor’s search returned.
Checked daily
Connections are re-tested every day, and the owner is emailed if a working connection starts failing.

More: Security & data protection.

Technical details

For developers and IT teams: the Front endpoints this connector reads, relative to https://api2.frontapp.com. Values in braces come from the settings you enter.

Capability	Request	Standard fields returned
Recognise and verify customers	GET`/contacts/alt:email:{email}`	id, name, email
Support tickets and cases	GET`/contacts/{customer_id}/conversations`	id, subject, status

Test level: Documented-API tested. Each capability is run automatically against Front’s documented example responses and must produce the standard fields; your own connection is then tested with a real call when you connect. The bot receives these through the standard Account Connect endpoints, exactly as if you had built them yourself.

Troubleshooting

What you see	Likely cause and fix
“the vendor refused the credentials (401)” or (403)	The key was revoked, has expired or was copied incompletely, or it lacks a read permission this connector needs. Create a fresh read-only key in Front and reconnect.
Customers are “not matched” although they exist	Customers are looked up by email or mobile, not postcode. Check the customer’s email or mobile is saved on their Front record, and that the surname matches.
A capability shows a cross but others work	That permission wasn’t granted in Front, or your Front plan doesn’t include that part of the API. Grant it and press Test.
“the vendor kept rate-limiting the request”	Front returned “too many requests” three times in a row. The platform already waits and retries automatically (up to 10 seconds, as Front asks); if it persists, ask Front about your API quota.
Results are empty for a verified customer	The records exist under a different email or customer record in Front, or none are recent. Check the customer’s record in Front directly.

Full error reference: Troubleshooting & error reference.

Frequently asked questions

Is the Front connection read-only?

Yes. Every request Silux Chat makes to Front is a look-up; none creates, changes or deletes anything in Front. Give the key or sign-in read-only permissions wherever Front offers them.

Do I need a developer to connect Front?

No. You paste the details listed in the set-up steps in Dashboard → Integrations → Connectors and press “Connect & test”. The platform makes a real call to Front straight away and shows exactly which features work.

How does the bot know it is really my customer?

It finds the customer in Front by the email or mobile they give, checks their name and one more detail, then sends a one-time code to the mobile or email held in Front — never to one typed in the chat. The code lasts 10 minutes, five wrong attempts cancel it, and a verified session lasts 30 minutes.

What happens if my Front key is revoked or expires?

The bot tells customers it can’t check their account right now — it never pretends there are “no orders”. Connections are re-tested daily and the account owner is emailed when a working connection starts failing. Reconnect it in Dashboard → Integrations → Connectors.

How has the Front connector been tested?

It is Documented-API tested: every capability is run automatically against Front’s documented example responses and must produce the standard fields. When you connect, it is tested again with a real call to your own Front account before your bot uses it.