Front Product Improvements & Roadmap Webinar: April 2025 Edition

Hi,

I asked two questions during the webinar that I haven’t see answered yet.

1. Will the detail window be collapsible into the side panel, or always visible?
2. Will internal tasks be able to be utilized across separate workspaces?

Will we be able to customize the data included in the Conversation details sidebar?

Right now, we’ll just focus on conversation meta data (which is standard across conversation). Making this more custom however is an idea we are actively still exploring, so we’d love to hear more use cases related to this solution.

Will those conversation panels be easily collapsable and accessible by shortcuts?

Yes it will be easily collapsible. We haven’t scoped in shortcuts yet, but do think this is a good suggestion for us to consider. 

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

You’ll have an option to keep it open or closed. This is an interesting suggestion however and something we’ll think more about.

Will tags still be visible right at the top? Our company and teams rely on those very heavily to know at a quick glance which team the conversation is for/what it’s about/etc

In our approach of the redesign, we needed to be very intentional about what we're giving space to. We believe that the contents of the core conversation should take precedence, but we are also aware that certain metadata (for example via Tags) about conversations can be just as key to resolution. We'll work with the community to make sure that tags will continue to be as useable as they are today without encroaching on the conversation itself.

Right now if I change the status on "In waiting" I cannot see how many tickets I have there, and only the opened ones. It will be useful to see the amount of the ones in waiting, maybe in the header? to avoid forgetting them.

Great idea, recommend filing an AHA.

Could custom statuses could be used with SLAs? For example, could you set a status like "Waiting for Customer" to pause getting flagged for not replying/resolving within a certain amount of time?

Status will be supported for SLAs later this month, with the target resolution being either moving the conversation to a Resolved status or archiving it. While there won’t be a dedicated pause mechanism, if you’re waiting on the customer and using the new Resolution Time SLA, we recommend resolving the conversation when sending your outbound. This will stop the timer and restart it only when a new inbound message reopens the conversation.

Is there an e-mail cap to those mass-responses (bulk replies)?

Yes, we will initially be limiting bulk reply to 50 conversations at a time.

The outbound messages feature (bulk replies) is exactly what we’ve been missing—very cool! Will it allow us to send mass mailings to all contacts across all channels?

Yes, bulk reply will work on all channels. 

For internal tasks, will these be available under Rules (e.g add a specific tag & pre-defined internal tasks are created automatically against that conversation)

Yes, they will be compatible with rules and macros. In terms of pre-defined internal tasks, that is something we will be working on in Q2!

Will internal tasks be able to be utilized across workspaces?

Yes, internal tasks can be utilized across workspaces

Is there a limit to the amount of forms we can create and use on the customer portal? 

There is one form builder per portal but you can use the 1 form builder to create multiple forms.

Is there an API available for the Customer Portal?  We’d love to connect that 2 way to ProductBoard.

Not yet but we plan to allow this soon.

hey ​@andrew_batkins let me know if you have the answers you need now (I believe they’re both listed above :) )

Thank you ​@MatthewMeeks - I did see those answers come in! Appreciate the follow up.

Will we be able to customize the data included in the Conversation details sidebar?

Right now, we’ll just focus on conversation meta data (which is standard across conversation). Making this more custom however is an idea we are actively still exploring, so we’d love to hear more use cases related to this solution.

Will those conversation panels be easily collapsable and accessible by shortcuts?

Yes it will be easily collapsible. We haven’t scoped in shortcuts yet, but do think this is a good suggestion for us to consider. 

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

You’ll have an option to keep it open or closed. This is an interesting suggestion however and something we’ll think more about.

Will tags still be visible right at the top? Our company and teams rely on those very heavily to know at a quick glance which team the conversation is for/what it’s about/etc

In our approach of the redesign, we needed to be very intentional about what we're giving space to. We believe that the contents of the core conversation should take precedence, but we are also aware that certain metadata (for example via Tags) about conversations can be just as key to resolution. We'll work with the community to make sure that tags will continue to be as useable as they are today without encroaching on the conversation itself.

Could custom statuses could be used with SLAs? For example, could you set a status like "Waiting for Customer" to pause getting flagged for not replying/resolving within a certain amount of time?

Status will be supported for SLAs later this month, with the target resolution being either moving the conversation to a Resolved status or archiving it. While there won’t be a dedicated pause mechanism, if you’re waiting on the customer and using the new Resolution Time SLA, we recommend resolving the conversation when sending your outbound. This will stop the timer and restart it only when a new inbound message reopens the conversation.

Is there an e-mail cap to those mass-responses (bulk replies)?

Yes, we will initially be limiting bulk reply to 50 conversations at a time.

The outbound messages feature (bulk replies) is exactly what we’ve been missing—very cool! Will it allow us to send mass mailings to all contacts across all channels?

Yes, bulk reply will work on all channels.

For internal tasks, will these be available under Rules (e.g add a specific tag & pre-defined internal tasks are created automatically against that conversation)

Yes, they will be compatible with rules and macros. In terms of pre-defined internal tasks, that is something we will be working on in Q2!