Connect Front and BeforeQuery indexes resolved conversations from your shared inboxes into your knowledge base. Solutions your team wrote once become reusable, citable answers across the widget, bots, and support-form deflection.

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Prerequisites

  • A Front API token with read access to the inboxes you care about — create one in Front under Settings → Developers → API tokens.
  • A BeforeQuery workspace owner role.

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Data ingested

One resolved conversation, one document:
  • The subject as the title
  • The whole thread, each message labelled Customer or Support Agent
A conversation already indexed is never re-fetched.
A conversation has no public address, so citations to one render as plain text rather than a link.

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Set up conversation indexing

Front indexing runs through a workspace-level helpdesk integration plus a knowledge base Resolved Tickets source:
1

Connect Front to your workspace

In the dashboard, open Workspace → Helpdesk Integrations, add Front, paste the API token, and link the integration to your knowledge base.
This same connection powers copilot drafts and deflection for your Front queue.
2

Add a Resolved Tickets source

Open Knowledge Base → Sources → Add source, choose Resolved Tickets, select the Front integration, and click Add. Resolved conversation threads are normalized and indexed like any other document.
3

Verify

Once the sync finishes, check Documents for conversation threads and test a recently solved question in the Playground.
Customer conversations contain PII. Enable PII masking so emails, phone numbers, and identifiers are masked before storage and before any LLM call.

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Keeping content in sync

The Resolved Tickets source re-syncs every 5 minutes — there is no schedule to configure, and Sync on the source’s page runs one now if you cannot wait. Only changed content is re-embedded. See Sources Overview.

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Troubleshooting

  • Nothing indexed? Check the token can read the relevant inboxes and that conversations are archived/resolved.
  • Keeping conversation knowledge internal? Mark those documents restricted so they answer only for workspace members, or isolate them in an internal source group.