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99
corinne_wahrer
corinne_wahrerConversationalist
 Get started on Front
How Front Improves Workflow

Front has been helpful in keeping track of all work and is user-friendly. 

292
sapphira
sapphira
sapphiraConversationalist
 Get started on Front
Analytics

I was curious which analytics you all find most useful on Front and most intuitive? 

30
sapphira
shane_leslie
shane_leslieRookie
 Product Q&A
Modifying an existing rule and apply a rule template

Hi All, I am wondering if it is at all possible to apply a rule template to an already created rule by modifying it. I have a large number of rules created from scratch and seeking to know if I can apply a specific rule template to it. I can see the conditions of the rule template but those options are not available to me in the rules that have been created by scratch.I know the simple solution would be to create a new rule but this is not available to us due to the amount of rules already generated, also deleting an existing rule and recreating is not available to us. Regards

530
shane_leslie
shane_leslie
shane_leslieRookie
 Product Q&A
New Streamlined Inbox - How are people finding it

Hi All,I was wondering if any of you are using the beta for the streamlined inbox experience and how you are finding it.My first thoughts on it was that it was a cleaner look, however after using it some more I can see that it may marginally increase the time worked on in emails.I have found the new look involves more mouse clicks to navigate to simple tasks such as tagging and searching. The ability to quick view linked Jira tasks now also involves clicking into objects.I know I can utilise keyboard shortcuts for a number of these workarounds, but I was wondering what you thoughts on the new look is and how you are navigating this.Regards

20
shane_leslie
katriel
katrielConversationalist
 Product Q&A
How to keep a conversation assigned to me while out of office?

I used the “time off” feature when I took 2 days off in order to enable the auto-responder. There were several conversations assigned to me in a shared channel for which we received an inbound message while I was out of office. When that happened, I was unassigned from the conversations. I would like the conversations to remain assigned to me, so that the inbound responses would be waiting in my inbox upon my return. As it was, I missed them at first. How can I avoid being unassigned on conversations like this? I can imagine two possibilities:A way to enable the auto-responder without marking myself “out of office” (maybe I can do this with a rule? seems like a hack) Changing some settings so that inbound messages do not auto-unassign me. 

446
ashraf_baig
ashraf_baig
ashraf_baigConversationalist
 Get started on Front
Using Rules and Tags to Prioritize Support Conversations During High Volume Hours

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

40
ashraf_baig
hannahw
hannahwRookie
 Product Q&A
Improving AI resolution

My team and I are trying to find ways to use our AI answers exports to inform the needed updates to our knowledge base to then in turn improve our AI resolution rate and reduce the amount of emails coming into our team. I’m curious if any has found an effective way of doing this, whether it’s using Front’s offerings or supplementing with outside tools?Any thoughts or suggestions are appreciated!

212
Javier - Developer Relations
phoebe_lam
phoebe_lamFronteer
 
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8768New

added idea PRD-I-8768 Being able to exclude "to" field in search — Idea submitted in AHA and pushed to Insided via API

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phoebe_lam
marie_chardon
marie_chardonFronteer
 
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8765New

added idea PRD-I-8765 Time Goal rule with timer to prioritise based on time spent in a specific inbox — Idea submitted in AHA and pushed to Insided via API

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10
marie_chardon
H
haleyFronteer
 
AHA idea https://front.aha.io/ideas/ideas/PRD-I-8764New

added idea PRD-I-8764 Tasks for Mobile App — Idea submitted in AHA and pushed to Insided via API

1
260
H
norabentz
norabentzEnthusiast
 Get started on Front
Onboarding

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

61
cat_apac
norabentz
norabentzEnthusiast
 Workflows discussion
Anyone Using Front to Automate Account Follow-Ups?

Hi!Has anyone automated follow-ups for account check-ins or feature adoption using Front rules or integrations?Looking for lightweight ways to ensure no account falls through the cracks without relying too heavily on manual tasks. 

101
PhoebeatFront
A
annacastellRookie
 Workflows discussion
Unassign multiple emails

How do I unassign multiple emails in one go.  In the old site I would use CTRL & SELECT the relevant emails, then click UNASSIGN.  However this option is no longer displayed.Emails 1 and 3 selected, but there is no option to unassign.  Is this something I need to add in the settings? 

101
PhoebeatFront
capucine_motte
capucine_motteRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8762New

added idea PRD-I-8762 Analytics - Add a graph on ticket statuses — Idea submitted in AHA and pushed to Insided via API

1
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capucine_motte
capucine_motte
capucine_motteRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8761New

added idea PRD-I-8761 Live Dashboard - Filter on Tags and Accounts — Idea submitted in AHA and pushed to Insided via API

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capucine_motte
Javier - Developer Relations
Javier - Developer RelationsCommunity Manager
 API news & updates
Introducing the multi-request flow builder for Connectors!CONNECTORS

Build more flexible Connectors by adding multiple requests to your configuration—all within a more intuitive visual interface.  We’ve redesigned how you build Connectors in Front, moving from a rigid step-by-step setup to a flexible flow builder. This new visual interface gives you greater control when connecting Front to external APIs and systems using application requests and application objects.With the new visual flow builder, you can now add multiple requests within a single Connector configuration. Whether you're retrieving data from different endpoints or chaining actions across systems, you can place each request exactly where it makes sense in your workflow. The flow-based layout makes it easier to see how everything fits together—and much simpler to make updates down the line.Your existing Connectors will be automatically migrated to the new flow builder within the coming days.Start building smarter, more powerful Connectors—no code required. P.S. We also introduced the abili

332
Javier - Developer Relations
danielle_brod
danielle_brodConversationalist
 Product Q&A
Connectors - Message Templates

After enabling a Connector to integrate data from a Transportation Management System (TMS), we still have lots of opportunities to add this information to message templates. The use case that’s top of mind for our agents is providing tracking responses with the latest shipment status (i.e. ordered, picked up, delivered, etc.) but we’re hoping to unlock more potential for drafting responses that use the app data as variables in templates. For logistics or customer service users that have enabled a Connector to integrate tracking information that helps to reduce context switching, what are some of your most valuable message templates?

150
danielle_brod
clemente.ortuzar
clemente.ortuzarFronteer
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8759New

added idea PRD-I-8759 Improve UI for Managing and Viewing Inbox Channels — Idea submitted in AHA and pushed to Insided via API

1
10
clemente.ortuzar
clemente.ortuzar
clemente.ortuzarFronteer
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8758New

added idea PRD-I-8758 Teammate inbox access granted through logic is confusing — Idea submitted in AHA and pushed to Insided via API

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10
clemente.ortuzar
jake
jakeFronteer
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8749New

added idea PRD-I-8749 Merging not possible with Suggested Reply — Idea submitted in AHA and pushed to Insided via API

1
10
jake
gregor
gregorRookie
 Developer discussion
Looking for a developer to help us migrate to a different Front account

Hello,We are looking for a developer to help us migrate 6000 email conversation as well as 10 inboxes (and some tags and contacts) over to a different Front account. We have been using Front for a year through a third-party company that we pay to perform customer service duties, but we now want to do this in-house and are looking to open our own account.

1793
Javier - Developer Relations
pete604
pete604Conversationalist
 Product Q&A
New to front and looking for consultant.

Recently transitioned to front after 5 years with Trengo. I am looking for someone to consult with me to make full use of front and to streamline our communications.  TBH my hard drive is full and doing a brain format is not possible.  I have more pressing matters to attend to so would prefer to hire someone experienced in setting up front to work better for me and save myself the stress and learning curve. Fairly straightforward use for us so I think someone with knowledge and experience could tune us up quickly.  If you are anyone you know would be interested please drop me a message.  Would really appreciate it.  

714
Javier - Developer Relations
dominik
dominikRookie
 Developer Q&A
Chat integration with azure logic

Hello, I would like to ask if it is possible to display the typing indicator while waiting for a response from the API, and secondly, how can I authorize the client logging in to the chatbot via SMS?

151
R
G
grodwConversationalist
 Workflows discussion
Single conversation in multiple inboxes?

Hi,I am looking for a way to attach single conversation to two inboxes. This sometimes happens naturally upon merging, but can I do this without? I’d be a lifesaver. Thanks!

324
G
chafeitz
chafeitzRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8743New

added idea PRD-I-8743 Ability to support ALL WhatsApp template content type — Idea submitted in AHA and pushed to Insided via API

1
10
chafeitz

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