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Hello everyone! Currently we have 1 main shared inbox, with rules that split the different emails between two teams. The main team is hourly and is consistently completing emails while in available status. Our second team is salary and takes care of specific types of emails and ones escalated by the first team. Each email that needs to be escalated (to the second team) goes to a specific “primary” person that is designated for that department’s emails. However we have noticed that when the primary person is out, it sits in their inbox, which causes a delay in response. We want to build an automation that will automatically reassign the email to a secondary person after a set amount of time. Is there a good way to do this with automations/macro buttons. Or should I set up a new inbox just for them? Will an SLA automation work when we already have one set up for the inbox? Sorry for such a long question. I appreciate the help!

1 hour ago

IsmrtRookie

Get started on Front

Removing/Hiding unused fields in Shared Contacts

Hello.Is there a way to remove the unused, standard, fields when viewing contacts in Shared Contacts? For example, a clients X handle is not something we need to track and it pushes the Shared Contacts custom fields we do want to track lower or off scree entirely.Maybe being able to sort the order of all of the fields would work as well. Where we just move the fields we are not using to the end.Thank you!

7 hours ago

romainberardConversationalist

Product Q&A

Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

417

1 day ago

userserviceEnthusiast

Developer Q&A

draft failure-can't connect to your mail server-team can't email

Team is receiving a draft failure error when trying to send emails?Only one of my gmail channels is having this issue, other gmail channels are not having this. And this channel is working fine on its own. I can send emails in this gmail but in Front I can’t.

5 days ago

marcConversationalist

Get started on Front

Mac Email Notifications

I am not receiving any email notifications on my Mac, using the Front 3.57.5 app. I have enabled all notifications in the app. I have enabled banner notifications on my Mac. I do receive Front calendar notifications with no problem, but never any email notifications. The closest I get is a badge on the icon. Any thoughts here?

242

6 days ago

jacobConversationalist

Workflows discussion

Tags Tab views - Unassigned/Assigned vs Open

Hello Community, I wondering if there is a way to get tag filters to show tabs like the shared inbox does? See attached images for reference.Shared inbox Tag selected from sidebar to filter email in shared inbox Thanks

121

6 days ago

NikkiConversationalist

Product Q&A

does front offer BIMI? (Brand Indicators for Message Identification)

Everyone seems to be talking about BIMI for better brand recognition and verification/ trust for those receiving your company emails. Does front offer BIMI within the app? or is there another way of implementing it?

ColinRookie

My company is still working through the initial rollout of Front, and for the most part it is going well. We have some users complaining of a delay between emails hitting their old Outlook client through an 0365 channel and showing in Front. We’ve done some testing and have not been able to replicate. I found some discussions on SMTP rate limiting, but I am curious-- are delays with retrieving emails from O365 a known issue?

121

12 days ago

bccConversationalist

Product Q&A

Exporting Email Templates to Excel for Cleanup?

We have a large number of email templates created by various employees over time, and we want to clean them up. It would be more efficient if we could export the templates into an Excel sheet for easier review. Does anyone know how this can be done or have alternative suggestions? This would be a huge time-saver for our team. Thank you!

112

14 days ago

Marie AnneConversationalist

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What is the best plug in

I just finished setting up our front platform and hopefully it is set for launch date! Any advice on what’s the best CRM tool available as a plugin for us to use?

262

16 days ago

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phoebe_lamFronteer

AHA idea https://front.aha.io/ideas/ideas/PRD-I-7652New

added idea PRD-I-7652 Be able to edit custom field in mobile app — Idea submitted in AHA and pushed to Insided via API

20 minutes ago

Tym1000Enthusiast

Product Q&A

Best idea for email escalations.

1 hour ago

helenaCommunity Manager

Announcements

Ticket statuses are now in rules and macrosFeature

What you’ve been waiting for ever since we announced ticketing: you can now use ticket statuses in rules and macros to automate even more tasks for your team! Here’s just one example of how you can use this – notify managers when a ticket has been open for a certain amount of time: 📍 To read all the details, see our help article.

665

2 hours ago

Javier - Developer RelationsCommunity Manager

Welcome

Meet the Community | Introduce Yourself!

Howdy all! My name is Javier and I lead the Developer Relations team at Front. Super excited to learn about everyone’s experience building integrations on Front, and to see how we can take the Front Platform to a better place together. In my spare time, I enjoy travel, motor racing, and cooking. We’d love for you to introduce yourselves in the comments below!Welcome to our community

59121

5 hours ago

xdmnlFronteer

API news & updates

Bug fix: Updating conversation status via the APICORE API

The Update conversation endpoint now correctly updates conversation statuses in personal inboxes. Before the update, the status update would only be applied at the team-level. The status update did not affect private conversations or propagate to the conversation assignee.From now on, the conversation status update will follow the behavior of our rule engine: the status update will be applied to the conversation assignee and owners for private conversations in addition to the shared inbox at the workspace level. This update will gradually be released to all customers over the next week. Please comment below if you want to access it immediately. PS: The update only impacts the conversation status for assignee and private conversation owners. It does not impact the status of the conversation for its followers (participants who are not the assignee or owner of the private conversation).

6 hours ago

jasonFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7647New

added idea PRD-I-7647 Support OAuth2 Client Credentials grant type for App Connectors — Idea submitted in AHA and pushed to Insided via API

7 hours ago

IsmrtRookie

Get started on Front

Removing/Hiding unused fields in Shared Contacts

7 hours ago

romainberardConversationalist

Product Q&A

Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

417

1 day ago

laurentmeyerFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7641New

added idea PRD-I-7641 Increase allowed Analytics duration for growth+ customers — Idea submitted in AHA and pushed to Insided via API

1 day ago

helenaCommunity Manager

Announcements

Interview: How Front’s Head of Support built the company support cultureResource

At our annual signature event, Frontlines, we hosted an industry panel of CX leaders about how they built customer-first organizations. Front’s own Head of Support, @Kenji Hayward, moderated the conversation. Kenji and I started at Front around the same time (he was my manager for many years, actually) — so I know firsthand the wealth of experience and knowledge he has. And so, as an extension of his panel that he hosted, I wanted to ensure we get him in front of our community to talk in-depth about how he built the strong company-wide support culture here at Front, including:The early days of the support team at Front Mistakes made when trying to involve more of the company in providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoye

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2 days ago

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