Front Product Improvements & Roadmap Webinar: April 2025 Edition

Forum|Forum|1 year ago
March 18, 2025
48 replies
2350 views

Big things are coming to Front, and we’re giving you an exclusive first look! Rewatch our live webinar below to explore our latest product roadmap and discover new features designed to supercharge your team’s collaboration and productivity.

Here’s what we covered:
✅ Recent Product Improvements – A deep dive into the latest enhancements and how they can benefit your team.
🎨 Modernized UX – A sleek, intuitive design to help your agents work smarter and faster.
📮 Ticketing – Updates like portal enhancements, bulk replies, and task management to streamline workflows.
🤖 Self-Service Support – Improved chatbot capabilities, including outbound messaging and mobile SDKs.
🧠 AI & Automation – Smarter agent assistance and insights to boost efficiency.
📞 Omnichannel Integrations – Deeper voice and WhatsApp integrations, plus Connector improvements for a seamless workflow.

Who should tune in?
👉 Front users who want to maximize their toolkit.
👉 Leaders focused on improving communication and team efficiency.
👉 Anyone curious about the future of Front!

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Show previous replies

MatthewMeeks

Community Manager

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.

MatthewMeeks

Community Manager

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.

MatthewMeeks

Community Manager

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.

MatthewMeeks

Community Manager

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.

MatthewMeeks

Community Manager

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!

MatthewMeeks

Community Manager