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ChrisTheLightConversationalist

Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part. I want to authorise a user based on their email address they submit. I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

mhumphreysConversationalist

Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

JohnWSmart Cookie

Website Form Submission to a Forms Channel using Gravity Forms

Can Forms Created in Gravity Forms be used with Front’s Forms Channel? We’re in the process of updating our website. We currently use Gravity Forms to build forms and collect contact and quote requests. “Ideally,” we would like to continue to use Gravity Forms, with Front’s “Form Inbox” functionality. Is it possible to use Gravity Forms with Front’s Forms Channel?Related: I was surprised neither Gravity Forms nor any other Web Forms solution was present in Front’s Integrations Directory.

2 Channel Limit for Development Account

Front does not support a development sandbox, so we setup a separate Front instance to build our app integration. We are hitting the 2 channel limit on the free plan, so we are not able to test all 3 channels that we support: chat, SMS, and email. Is there a way to get our staging instance upgraded at no cost? Or is there some other way to configure our paid Front instance for use in a staging/development environment?

angusRookie

Time to First Response as an SLA

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

aaronmRookie

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Organize Snoozed emails by Received Date

A way to organize snoozed email order based on the actual date received and not on snoozed date/time (and make that the default and you can toggle to snooze if you prefer it)

RubilEnthusiast

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Slack Integration - Rule Set

Hello, I am trying to convert a rule (send to slack rule) into a rule set, so it can be replicated for different mailboxes.However, I keep getting “an error occurred during conversion” Anyone has experience with this? Thank you

Automated assignment and snoozing

Hey everyone, I am in need of some assistance.I am currently working on a feature where once an email is sent, we want to assign a specific user to the conversation and also immediately snooze.The good thing, is that both assignment and snoozing works just fine, but… for some weird reason, the newly snoozed email stays in the ‘Open’ tab of my inbox rather than moving into ‘Snoozed’. When I scroll to the bottom of the conversation, I can also see an orange notification bubble which does confirm that it has been snoozed ⬇️ Is anyone able to help me with this?Kind Regards,Gabor

jeswin_thomasRookie

Can you perform AI Chatbot Testing in Preview Mode?

Hello! I’m currently trying to configure the AI portion of my chatbot. I have set up an external facing knowledge base for the Chatbot to pull from. I have also editing my flow code to incorporate the AI answer feature after open-ended questions as well. However, every time I go to test the feature within the “Preview Mode” the AI Chatbot never produces any answers to my question. Based on this I had a couple of questions: Does the AI feature only work on the User End? Is there another method of testing the AI Chatbot? I would like to see if my knowledge base needs to be updated before making the feature live to my users.

hurtadoandresConversationalist

Notifications to external email address

Hi Team, I have somebody who's primarily in a different email that is not part of Front and they want to be notified at that different email when something happens regarding them in Front so that they can log in their Front account and address the notification. What is the best setting approach you recommend? I am looking forward to your response.

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helenaCommunity Manager

Webinar: How to scale delightful customer experiences with self-service supportEvent

Make self-service your customer’s most loved form of support.Join us with customer experience experts, Maxime Manseau (Birdie), Susana de Sousa (Ex-Loom, Airbnb), Nisha Baxi (Gong), and Kenji Hayward (Front) to learn how to transform your self-service support into delightful experiences. In this webinar, you’ll learn: How to create personalized, valuable experiences that lead customers to success How to scale support through self-service channels and streamline for faster resolutions How to measure the performance of your self-serve resources 📍 Watch on demand

ChrisTheLightConversationalist

Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part. I want to authorise a user based on their email address they submit. I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7080New

added idea PRD-I-7080 Shopify integration should check other email addresses — Idea submitted in AHA and pushed to Insided via API

marie_chardonFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7077New

added idea PRD-I-7077 Selecting multiple simultaneous actions with AI Compose — Idea submitted in AHA and pushed to Insided via API

RichFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7073New

added idea PRD-I-7073 Connecting an external KB to suggest emails responses in Front (Notion KB) — Idea submitted in AHA and pushed to Insided via API

RichFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7072New

added idea PRD-I-7072 Connect and External KB to Front to suggest replies by email (Intercom) — Idea submitted in AHA and pushed to Insided via API

BaptisteFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7071New

added idea PRD-I-7071 Search filter: include/exclude attachments — Idea submitted in AHA and pushed to Insided via API

mhumphreysConversationalist

Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

mhumphreysConversationalist

Microsoft Teams plugin

Is there a Teams plugin in available or any plans to integrate it in the future?

Product MarketingCommunity Manager

Live Dashboard for real-time visibility into your support operationsNew Release

Stay on top of the latest across your team with the new Live Dashboard. Get real-time visibility into open conversation queues to ensure fast responses, boost efficiency, and jump in to lend a hand when needed. With the new Live Dashboard, you can:Monitor key metrics in real time: Keep track of open and unassigned conversations by inbox to ensure your team is handling the volume. Identify bottlenecks: Spot potential slowdowns in real time to allocate resources where they're needed most. Track team performance: Monitor how conversations are distributed across your team to see who might need additional training or support.This new feature is now available to all company and workspace admins on the latest Growth plan or above — just hop over to Analytics to check it out! Learn more.With this update, we’ve also made some changes to your Analytics sidebar to make it easier to navigate: you’ll land on the brand new Workload report that brings all the insights you need to make staffing and sc

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