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I’m using a bunch of tags in conversations and when I go to the report, it will only show 1 tag that used once in more than hundreds of conversations. Anyone having this issue? Is it a configuration thing?
Hello, We have an active integration for pushing messages into Front and we are trying to wrap up a webhook to receive incoming messages from Front. We have a few questions. 1. The Authorization.Id that is coming through in the request doesn't mean anything to us at the moment. It’s not clear how this is created or where it comes from. We did see; however, that the Payload.Conversation.Assignee.Id is the same value we are already storing on our side when setting up the Integration to send messages. This looks like an easy way for us to identify who the message is for. Will this value always be populated when we're getting messages in the webhook or is it possible to get a message without an Assignee? 2. The attachment object in the payload does not contain any byte or steam data but it does have a URL. When we go to this URL we get an unauthorized response. Is there another API endpoint we should be using to access Front Attachments we receive in the Incoming Message payload? 3. Part o
added idea PRD-I-6263 The ability to view the number of 'New Inbound Conversations' started within a specified timeframe — Idea submitted in AHA and pushed to Insided via API
added idea PRD-I-6262 Support SSO JIT user provisioning — Idea submitted in AHA and pushed to Insided via API
I’m trying to set up a CSAT survey rule, however when the rule is triggered it sends the CSAT survey reply to our own inbox instead of to the customer email. This is how my test rule looks at the moment: I emailed our inbox from my work email, and when the rule was triggered the CSAT was sent to our inbox instead of to my work email (customer).
added idea PRD-I-6260 Allow views to be created from Personal Inbox, not just Shared Inbox — Idea submitted in AHA and pushed to Insided via API
We want to Sort Archived Messages by Date Received, NOT ArchivedBeing able to have an option to sort Archived Messages by the date the message was originally received would be super helpful. I don’t see that option existing, but wanted to ask, in case we’re missing it. If it doesn’t exist, I’ll definitely be putting it in as an Idea for a future feature.
One of the rule features that I love is requiring a tag before an email can be moved or archived. However, I’m struggling with how to utilize this with a large number of tags.Our company works with hundreds of schools, and routing emails to teams is partially based on the school that the email is regarding. We have rules set up to automatically tag emails with the relevant school tag, however there are times when an email needs to be manually tagged.Since school tags are required to ensure messages are routed to the correct team, I want to set up a rule to require the school tag be added on an email before it can be moved. However, listing all of our 1,000+ school tags in the rule is not practical, and it’s difficult for team members to pick from when the list is that long.We do have additional subsets of these tags based on where the school is located (ex. Canada, UK, etc) that are added automatically when one of the school tags is added. I had initially looked at using these tags ins
Hi all!I am curious if anyone has any examples of how you used rule sets to make your rule library more efficient/manageable. i.e. replacing multiple rules with one rule which leverages rule sets. I am curious if and how folks are leveraging this functionality to improve workflow management and overall processes. Thank you!
Hi all - maybe I am just still to new to Front, but I cannot figure out how to personalize the satisfaction survey in the signature. I have already referenced the “Front's CSAT feature” help link but it only mentions that you can, not how to do it. We are deciding between adding our own questions or linking our own survey. Currently the resource we use for survey’s now does not work internationally at times. Any guidance is much appreciated!
Does anyone use unique setups to mimic shifts by shared inbox? This is not currently available (idea submitted), only shifts by workspace. Our support team is scheduled on specific shared inboxes based on day of the week. Example:Mon: Voicemail InboxTues: Voicemail InboxWed: Main Email InboxThur: Main Email InboxFri: Voicemail + Email InboxesWe use teammate groups in round robin assignment rules, and add shifts based on reps working hours.Reps are assigned to teammate groups based on the inboxes they are trained on (example using the above schedule, the associate would be assigned to teammate groups: Voicemail Reps, Main Inbox Reps).The issue we have is that reps will receive assignments from the Voicemail Inbox and Main Inbox every day, vs only receiving Voicemail conversation assignments M/Tu and Email Wed/Th. The only workaround I have come across is creating a daily assignment rule per shared inbox which requires frequent updating, and overall is not scalable for our team. Does any
Hi, I am debating utilizing the Zoom Plugin in Front to streamline the automation for my team. Due to the type of work that is common in our field I believe that there may be too many factors to add-on in our rules. Since all email’s received can have incorrect information, e.g. wrong date referenced, wrong start time, different start dates/times/locations listed on the attachment that is sent to us from what is mentioned in the body of the email. Is there a workaround that will forego these factors to all the ability to automate this in Front? Or does anyone have any ideas on suggestions?
I am fetching “Reply Time (avg)” Metric from Core Front API on weekly basis. The problem I'm encountering is that when there are no replies sent on a particular day, the reply time for that day is recorded as 0. However, when calculating the average weekly reply time, I don't want to include these 0 values if there are no replies on that day. How can I retrieve this metric accordingly?Because of 0s the “Reply Time (avg)” is getting significantly lowered.I'm open to alternative methodologies/approaches to address this issue.
Hello, I am looking for some advice on how to send a mass/bulk email to customers we have quoted work for in an one email but I want them to have their individual thread. I would normally BCC all of the customers in one email, but Front puts them all in one thread and the responses get crazy. Any suggestions?
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