Acai × Front Integration Setup

Overview

Acai connects directly to Front, bringing AI-powered request handling into the inbox your agents already work from. This guide covers everything a TMC administrator needs to set up the integration: API tokens, rules, and macros, on top of an existing Front workspace.

How the integration works

You set up triggers in Front based on rules: an inbound email, a tag being updated, or a custom field changing. When a trigger fires, Acai picks up the conversation.

From there, Acai analyzes the thread. It can summarize it, extract the PNR from your supply such as GDS or from the email body, attachments, or sender details, detect urgency, identify the intent, and run commands across GDS, NDC, etc.

Once it has what it needs, Acai can take action: draft an internal note, write a reply, send a response directly to the traveler, apply a tag, or move the conversation to a different inbox.

Before you start

You need company admin access in Front to configure rules, macros, and triggers, and an active Acai tenant. Contact support@acaitravel.com to get one provisioned. Acai deploys the tenant based on your configuration, and you can point it to a self-hosted AI model if needed.

Deployment

Acai is deployed into your Front workspace by the Acai team — this is not a self-serve setup.

Step 1. Contact Acai to start the deployment

Email support@acaitravel.com to kick things off.

You will confirm which Front workspace and inboxes are in scope, which accounts will be routed through Acai, and schedule a setup call with your admin.

Step 2. Generate a Front API token

A company admin creates an API token in Front and shares it with the Acai team. Go to Settings, then Company, then Integrations, then Developers, then API tokens.

The token needs the following permissions, depending on which capabilities you are enabling:

• Conversations: Read
• Messages: Read
• Comments: Read and Write
• Drafts — Read & Write

The API secret is only shown once at creation — save it before closing the page.

Step 3 — Configure rules and webhook

Acai provides setup documentation and a hosted webhook endpoint. Your admin configures the rules in Front and points them at the Acai webhook URL.

Step 4 — Go live

Once testing is done, the rules go live on your production inboxes. Your team keeps working in Front as normal — Acai shows up in the conversations where it's needed.