Admin and settings Q&A

Has anyone tried to move from FreshDesk to Front and what are your thoughts and experiences?

I’m looking for advice and best practices on setting up inboxes in Front for an operations team that manages accounts and workflows. Our goal is to organize inboxes in a way that helps the team efficiently handle account-specific communications while maintaining clear visibility and collaboration. Specifically, we need guidance on structuring shared inboxes, using automation or rules to route messages to the right team members, and managing workflows between team members as tasks or requests evolve. If anyone has experience with setting up Front for this type of operational use case, I’d love to hear how you’ve approached it and what’s worked well for your team!

Hello 👋🏻As someone new to Front I would love to hear any thing that you found difficult during the implementation time period that you wish you had more resources on? Thanks@

HelloEvery once in a while we have an old email show up in our personal inbox. When I review the conversation details, I can see the conversation shows “Reopened in office 365 Inbox.” This is odd, because for the person that this happened to most recently has not opened outlook at all. We connect Front through Office 365. So, we are trying to understand what “Reopened in office 365 inbox” means so we can prevent it from happening again.Thanks  

So we integrated Front chatbot to our website and we want to be able to do the following things:export conversations we received from this inbox per week identify topics that is most talked about, better to have this highlighted in a report What would be the best work around to make this happen.

Hi, new to Front. :) @mentioning teammates in conversations seems to be one of the best ways to communicate with other Front users in your team but how do you best communicate with teammates in your company from other departments who are not Front users? 

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)

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

Hello Everyone,  Just wanted to check in if anyone has had experience with connecting MS Forms as a channel.We are exploring the possibility of having Form based data coming in from our users, and since MS Forms is part of our M365 suite, wanted to check if it is recommended, if not, we will explore 3rd party forms to connect instead. Thanks in advance for any advice.

Hello everyone!     We have been using front for over a year now, and just realized it had a knowledge base function! We have added multiple types of information and are happy with the finished product. But I am interested in the functionality of the “Knowledge” icon on the plugin bar. Once clicked I see that no KB has been published for our company yet. What is the best way to publish our existing KB, so end users can view content while responding to messages. Do I just have the knowledge base published for only our workspace?  I appreciate the help!

how to end a conversation from admin or user end? if the user wants to start a new chat, or the admin wants to end the chat from that end

Hello everyone,  I don’t know if anybody can help here, but I’ve got blank “auto reply” from our shared inboxe that we don’t where it come from. So, if you’ve got any idea where I can start to search about this subject, I take it ^^ Thanks and have a nice day  

During the presentation yesterday, they talked about Front drop in office hours to ask questions. I can’t find a link or anyway to sign up. Any suggestions? Thank you!

I've been setting up a demo to test email aliases using an external SMTP. We want to ensure that a copy of every sent item is saved in our original Gmail inbox. To achieve this, I tried setting an auto BCC back to our inbox. However, this results in each outgoing message appearing twice in the thread: once as the sent item and again as a received message due to the BCC. I have the following questions:a) Is there a better method to achieve our goal without duplicating messages?b) Can we set up a filter to prevent certain messages from appearing in the inbox? We can't use the BCC filter rule because the email headers don't seem to include a real BCC header.c) Which emails in gmail are front importing? Is there any kind of filter I can set within gmail for emails I do not want front to import altogether?  Thanks for your help!

I need help setting up our app but don’t want or have the time to become an expert myself. 

Hi I am struggling with changing details on a team member. Could you please assist me? Owr former COO left the firm so we changed her email address in Microsoft365  to a new email address. Our former COO  is currently added as a team member in Front but I want to edit that user and change it to the new user. how do I do this?

Hi Front Reps, We are trialling your software and are finding it hard to figure out how we are best to use it as it is actually creating ALOT more work for our team Let me explain what is happening specifically. Our shared inbox, and some personal inboxes, have automations from email platforms that send email from our accounts. This is incredibly common, it saves our team dozens if not hundreds of hours a month.  For example, if a new lead comes in, a series of 10 emails get automatically sent from my inbox over the course of the next few months. If a project is completed, the request a review email gets sent. We also have a CRM that sends emails directly from Gmail and syncs with that. In front - it seems that every time one of these platforms sends an email (they do sync with my gmail inbox, and send from my gmail itself, eg: these emails send from the gmail account via api using these email automation tools so we can see all emails) - all these automations then appear in my INBOX in

Is there a way to bulk archive Shared with me emails?

Hi all,Hope you can help as I am newMy team needs to send an email template to multiple contacts however we can´t seem to be able to select the members Can anyone guide me ?Thanks!

Hi, I have a calander linked to my email address that I am able to share with my teammates. It appears as avi@zervtek.com, but I also have a couple of additional calanders that my teammates cannot add because it does not show up in the “Find People” search bar.  If that’s not possible, is there a way to have a shared calander that we can all access and add/subtract items from?Thanks in advance!

i’ve followed steps for connecting facebook page but new messages are not showing in Front.

Hi does anyone know what the small arrow highlighted in the screen shot refers to?Thanks! 

Hi everyone! New user here, any Tips and tricks or Best practices to keep in mind for Beginners. Thank you

I am unable to find a conversation/message in Front using the cnv_ID and/or msg_ID. How can I find them and why are they blocked? Seems to be Invisible

Hello everyone! I’m very new to Front and i’m currently playing around with all the features but I can’t seem to find how put Message Templates and organise them into folders. Is it also possible to organise the folders into workplaces so only certain departments can access specific templates? Thanks in advance!