Frontline

Customer service: inbox, tickets, channels, knowledge base, forms, and reports. This guide follows version 3.1.7 (03acdf712c).

For embedding chat, see Messenger Installation. For inbound email, see Email & Mail Worker.

Backend

backend/plugins/frontline_api/src/modules/:

• inbox/: conversations and unified inbox, with tRPC and widget hooks.
• ticket/: boards, pipelines, statuses, notes.
• integrations/: channel registry, including mail/ (receive, threading, broker) and call/.
• channel/, form/, helpcenter/, knowledgebase/, poll/, reports/, response/.

The plugin declares src/meta/permissions.ts and an agent-tools helper at src/trpc/agentMeta.ts. Mail intake is mounted at POST /mail/receive via src/routes.ts.

Frontend

frontend/plugins/frontline_ui/src/modules/: inbox/, ticket/, knowledgebase/, channels/, forms/, helpcenter/, pipelines/, poll/, survey/-adjacent reports, integrations/, settings/, plus FrontlineMain.tsx and navigation. Dev remote port is 3004.

Messenger and form bundles come from the frontline-widgets app (messengerBundle.js, formBundle.js). The install dialogs read REACT_APP_WIDGETS_URL to build snippet URLs.

Verify

1. Create a channel, a Messenger integration, and a form, then copy the generated install scripts.
2. Send a visitor message and confirm it lands in the intended inbox and ticket flow.
3. Send an inbound email and confirm threading and assignment work.

Source references

• Frontline API modules.
• Frontline UI entry.
• Widget bundles.