Do we plan to integrate with Vonage? You said you are already working with Dialpad. But not everyone uses Dialpad. The feature would be great with Vonage. 

Same question from me but with Aircall 

Please make sure tags are still quickly visible with the refreshed UX. Tags are CRITICAL to our team’s workflow (and I’m sure many others agree). If tag visibility could be made a feature that can be toggled on/off, that would probably satisfy everyone’s needs.

Hey everyone, the recording is now posted up in the original post! Feel free to send to any teammates who might find it helpful. We’ll be posting responses to the Q&As in the coming days as we get answers from our Product team. Thanks for your investment and engagement!

Would be great if this panel also show up when ‘composing a new email’ in a new window!

Do you plan to integrate with zoom phone?

Please keep the tags. We use tags heavily. Without tags, we can’t use front app. Give the option to toggle showing tags vs not showing tags. Also, make tags more customizable - custom images, darker background colors, etc.

Do you have an idea of when it would be possible to take actions into 3rd party systems directly from chat? You mentioned it in the webinar and I’d love to know when this might go live as I think this is a really powerful feature.

+1 for the option for tags to be visible being crucial. I’m all about adding customization options to users to be able to tailor their UX to their needs, but something as integral as tags should not be altered so heavily as to disrupt the current workflow and best practices of (what seems to be) many companies. An option to choose between “Standard” or “Compact” layouts would be a GREAT idea!

Another vote to have an option to keep tags visible in UX without needing to do anything, please.

This is SOOOO important 

A little late but we definitely need to be able to see the tags and custom links visually on our conversations. Please make this an option to toggle. It is critical to our team and the usability of Front for us.

​@helena ​and Matthew thanks for this webinar! I saw this mockup and immediately noticed the left sidebar.

While I think the left sidebar looks very elegant, my concern with it is (A) it appears to force different sections for personal vs shared inboxes and (B) less items are visible “above the fold” (i.e., before having to scroll).

In my current setup, I love that (A) I can see my “Clients” tag, which is a company tag, alongside (and actually above!) my personal tags like “Digests” and “Finances”, and (B) I can see everything I care about above the fold:

If you make changes to the left sidebar, i really hope it only becomes more flexible, not less! So when I see “Personal workspace” and “Shared workspace” in the mockup, those could just be part of a new “Sections” feature where the admin is free to generically group together any set of items, irrespective of whether it’s personal or shared.

If you are looking to create more whitespace in the left sidebar, that might work for some users, but not others who prefer today’s more compact view, so I would really hope this is configurable. Gmail does this with their “Density” setting…

...as does Salesforce with the “Display Density” feature (see GIF).

Thank you!

Will AI-features learn and improve more as I use it?

Each AI feature is different. Our AI features leverage models trained on general data or your connected sources, depending on the feature. Today, AI tagging improves based on the manual review of 10 sample conversations. We’re working on bringing in more feedback loops (like thumbs up/down ratings, accepting or discarding suggested replies …etc.) to help improve responses over time. We’d love to hear more about what kind of improvements you’d expect from continued usage—feel free to reply or add your thoughts in the Ideas Portal!

Is there a way to get suggested drafts from AI assist by referencing saved message templates?

This is an idea we’ve been exploring (see feature request here) We’re continuously extending the knowledge sources AI Assist supports. Today it supports Front knowledge base and Similar conversations and we’re working on supporting external static HTML knowledge sources (like a website or a published knowledge base). While AI Assist doesn’t currently reference saved message templates automatically, it’s a clear opportunity to blend AI with your existing workflows. We’d love to understand a bit more:

1. Would you expect the AI to select a relevant template based on the message context?

2. Or would you prefer to manually pick a template, and then have the AI tailor it?

Feel free to submit this as an idea, or share more context here so we can better understand your use case!

Can we allow users to AI-assist draft a reply based on a specific source that they choose?

With AI Assist, you can add a specific knowledge base as a knowledge source for a specific inbox. When relevant, conversations in that inbox will have suggested replies leveraging the selected knowledge base and similar conversations in the group of inboxes selected. It’s not possible today for a user to select the specific knowledge base they want to use for a specific conversation. If that’s what you want this would be a feature request.

For Smart QA, will there be any safeguards in place to protect agents in case of an AI error?

Managers will have the ability to override any Criteria Score they want, and agents will see their scorecards alongside conversations in the right-hand sidebar so they can flag inaccuracies with their manager. In general though the only “error” we’ve seen is the AI is generally harsher than some Support Managers, we’ve not noted any instance of factually incorrect information.

What would be the process if the Smart QA does not match the company’s standards?

They can make adjustments to which criteria they can include in their scorecard, and on some of the more variable criteria like; Tone, Empathy, and Professionalism we offer several flavors so they can align with the one that matches their standards best.

Regarding your integrations, you guys already have a lot of Voice and Telephony integrations already, but do you guys have any plans to expand those to possibly include RingCentral?

We are considering expanding beyond our current offering. Please include your vote on our customer feedback portal for RingCentral here.

Do we plan to ever integrate with Vonage?

We are considering expanding beyond our current offering. Please include your vote on our customer feedback portal for Vonage here.

Will there be voice integrations with Aircall eventually as well?

Yes, we are planning on enhancing our Aircall integration as well in the coming months.

Why is next-gen calling for dialpad only available to scale and premiere? Could this not be included as an add-on? We use dialpad but don't need all of the other features that come with the step up plans

We plan to make the Dialpad integration available for Growth, Scale and Premiere

Voice integrations only with Dialpad to start? What about Twilio?

We will be expanding our current offering. Please add your feedback to include Twilio on our customer feedback portal here.

Will we be able to use the dialpad integration for text messages? I believe it is only voice at the moment?

While the current Dialpad SMS integration is a paid upgrade, we will be making the SMS integration available without an additional charge for Growth, Scale, and Premiere customers.

Do you plan to integrate with zoom phone?

We are considering expanding beyond our current offering. Please include your vote on our customer feedback portal for Zoom here.