Solidroad + Front Integration Guid

Last updated: July 17, 2026

Automatically evaluate your Front conversations (across email, chat, and SMS) using Solidroad's scorecards. This guide walks you through connecting Front, then running quality assurance (QA) at scale.

Before you start: You'll need a Front admin (company admin) account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Front integration does

The Front integration pulls conversations from your Front shared inboxes (email, chat, and SMS) directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of conversations in a single session — surfacing performance insights, coaching opportunities, and trends across your whole team.

Step 1: Turn on the Front integration

Enable Front from within Solidroad so it can request access to your conversation data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Front and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Front data.

What to do:

  1. When the access prompt appears, review the conversation data being requested and continue.

  2. You'll be redirected to Front — sign in and approve the integration.

  3. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the inboxes and conversations you want to score. Without it, no conversations will be available in your evaluations.

How to run QA on Front conversations

Solidroad can score conversations across all of your connected Front channels.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Front is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which conversations are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, inbox, or channel.

  2. Optionally, use custom attributes (such as tags) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent (teammate) should be scored when multiple people handled a single conversation.

  2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every conversation included in the evaluation.

  • The middle panel shows the full Front conversation — messages, comments, and recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Front toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Front admin account.

  • No conversations appearing? Review your filters and conditions — widen the date range or check that the relevant inboxes are included.

Now that Front is connected, you can score conversations in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.