Stay connected and visible by tagging contacts with @mentions in emails
You can now @mention contacts in the email body to boost visibility and ensure the right people are included automatically. Simply type “@” and a contact’s name and select from the list of contacts that appear. They will also be added directly to the sender field so you can ensure the right contacts receive the right message. See a 30-second demo: This was a popular request! Share your feedback with us by replying to this post.
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Announcement
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Video spotlight
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How Front Uses Front
How Front Uses Front: Smart QA for support managers
Hey community, Cori here from Front!As a manager of a customer support team, I wanted to share about a feature I’ve been using heavily that might be helpful for you as well: Smart QA has become a valuable assistant to help me spot support quality opportunities quickly and better coach in 1:1s with my team members. The best part — it happens automatically and doesn’t add any additional manual review time for me. Here’s a walkthrough of how I use it: As you can see, Smart QA helps me accomplish a few key goals:Close the loop quickly: Turn QA findings into targeted coaching notes and actionable follow-ups. Catch what matters, not just what’s “measurable”: Smart QA flags responses that miss answering key questions or drift on tone, so I coach to substance, not just speed. Consistent coaching at scale: Apply the same rubric across the team to reduce reviewer bias and keep feedback aligned. Save time and resources: No need to implement a new tool for QA, as this feature is built into Front where all of our support already occurs!!-->!-->If you also want to try it out, here’s how to set it up. Drop a comment if you have any questions! P.S. @patrick_v from our support team shared about how he uses several AI features to save time in his day-to-day as a support agent!
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Can we make message template folders available for certain inboxes?
We can make individual message templates available to specific inboxes — is there a way to do the same for entire template folders? Thanks for your help!
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Looking to Hire a Front Expert/Consultant
I am looking for a Front expert to help my company better utliize Front email settings, rules, etc…..does anyone know of Front Experts/Consultant for hire? Some of us have no time to try and figure this stuff out wehile growing a company:)
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Knowledge Base: Acadia Integration
We currently utilize the platform “Acadia” to house all policies, procedures, onboarding and training. I’m curious if anyone in the community has experience with Acadia and has effectively integrated Front and Acadia. What specific workflows or automations were most effective? What integration tools or methods did you use to connect Front and Acadia? Did you come across any limitations or data sync issues when connecting the two systems? What key take-aways would you offer to a company looking towards this integration?
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