Migration playbook: 30-day plan
Migrate from Front to Support Oasis
Front built its brand around a clean email-first shared inbox. Teams move when they need stronger AI Agent capabilities, native voice, or simpler pricing. This playbook keeps the inbox feel teams loved about Front while adding the surfaces that drove the move.
The playbook
- 1
Day 1 to 3: Provision and connect
Set up the Support Oasis tenant. Connect inboxes. The shared inbox feel is core to Support Oasis, so the team workflow stays familiar.
- 2
Day 4 to 7: Bring the team and configure
Add agents with appropriate roles. Configure SLAs and routing rules. Most teams find the routing simpler than what Front's rules engine encourages.
- 3
Day 8 to 14: AI Copilot and Agent
Turn on AI Copilot. Connect your help center. Pick one category for AI Agent autonomous resolution. Tune confidence thresholds.
- 4
Day 15 to 21: Parallel run
Route new email through Support Oasis. Front continues to resolve existing threads. Two weeks of overlap surfaces any edge cases.
- 5
Day 22 to 28: Historical import
Import historical conversations and team data.
- 6
Day 29 to 30: Cut over
Switch email forwarding fully. Disable Front seats. Keep one read-only seat for one cycle if useful.
Common pitfalls
Skipping the AI evaluation
Front's chatbot capabilities are limited compared to a modern AI Agent. The biggest wins on switch usually come from autonomous resolution, not just the inbox view. Plan time to evaluate AI properly.
Treating shared inbox as a feature checkbox
The clean shared inbox feel is a real workflow. Support Oasis preserves it, but you should walk through real ticket scenarios end to end before signing.
Underestimating the voice channel
Front does not natively offer voice. If your team handles phone-based support today, plan how voice will work in the new world during evaluation, not after.
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