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corinne_wahrerConversationalist

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How Front Improves Workflow

Front has been helpful in keeping track of all work and is user-friendly.

292

1 day ago

sapphiraConversationalist

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Analytics

I was curious which analytics you all find most useful on Front and most intuitive?

1 day ago

shane_leslieRookie

Product Q&A

Modifying an existing rule and apply a rule template

Hi All, I am wondering if it is at all possible to apply a rule template to an already created rule by modifying it. I have a large number of rules created from scratch and seeking to know if I can apply a specific rule template to it. I can see the conditions of the rule template but those options are not available to me in the rules that have been created by scratch.I know the simple solution would be to create a new rule but this is not available to us due to the amount of rules already generated, also deleting an existing rule and recreating is not available to us. Regards

530

1 day ago

shane_leslieRookie

Product Q&A

New Streamlined Inbox - How are people finding it

Hi All,I was wondering if any of you are using the beta for the streamlined inbox experience and how you are finding it.My first thoughts on it was that it was a cleaner look, however after using it some more I can see that it may marginally increase the time worked on in emails.I have found the new look involves more mouse clicks to navigate to simple tasks such as tagging and searching. The ability to quick view linked Jira tasks now also involves clicking into objects.I know I can utilise keyboard shortcuts for a number of these workarounds, but I was wondering what you thoughts on the new look is and how you are navigating this.Regards

1 day ago

katrielConversationalist

Product Q&A

How to keep a conversation assigned to me while out of office?

I used the “time off” feature when I took 2 days off in order to enable the auto-responder. There were several conversations assigned to me in a shared channel for which we received an inbound message while I was out of office. When that happened, I was unassigned from the conversations. I would like the conversations to remain assigned to me, so that the inbound responses would be waiting in my inbox upon my return. As it was, I missed them at first. How can I avoid being unassigned on conversations like this? I can imagine two possibilities:A way to enable the auto-responder without marking myself “out of office” (maybe I can do this with a rule? seems like a hack) Changing some settings so that inbound messages do not auto-unassign me.

446

2 days ago

ashraf_baigConversationalist

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Using Rules and Tags to Prioritize Support Conversations During High Volume Hours

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

2 days ago

hannahwRookie

Product Q&A

Improving AI resolution

My team and I are trying to find ways to use our AI answers exports to inform the needed updates to our knowledge base to then in turn improve our AI resolution rate and reduce the amount of emails coming into our team. I’m curious if any has found an effective way of doing this, whether it’s using Front’s offerings or supplementing with outside tools?Any thoughts or suggestions are appreciated!

212

3 days ago

phoebe_lamFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8768New

added idea PRD-I-8768 Being able to exclude "to" field in search — Idea submitted in AHA and pushed to Insided via API

3 days ago

marie_chardonFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8765New

added idea PRD-I-8765 Time Goal rule with timer to prioritise based on time spent in a specific inbox — Idea submitted in AHA and pushed to Insided via API

3 days ago

haleyFronteer

AHA idea https://front.aha.io/ideas/ideas/PRD-I-8764New

added idea PRD-I-8764 Tasks for Mobile App — Idea submitted in AHA and pushed to Insided via API

260

3 days ago

corinne_wahrerConversationalist

Get started on Front

How Front Improves Workflow

Front has been helpful in keeping track of all work and is user-friendly.

292

1 day ago

sapphiraConversationalist

Get started on Front

Analytics

I was curious which analytics you all find most useful on Front and most intuitive?

1 day ago

shane_leslieRookie

Product Q&A

Modifying an existing rule and apply a rule template

530

1 day ago

katrielConversationalist

Product Q&A

How to keep a conversation assigned to me while out of office?

446

2 days ago

ashraf_baigConversationalist

Get started on Front

Using Rules and Tags to Prioritize Support Conversations During High Volume Hours

2 days ago

hannahwRookie

Product Q&A

Improving AI resolution

norabentzEnthusiast

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

3 days ago

norabentzEnthusiast

Workflows discussion

Anyone Using Front to Automate Account Follow-Ups?

Hi!Has anyone automated follow-ups for account check-ins or feature adoption using Front rules or integrations?Looking for lightweight ways to ensure no account falls through the cracks without relying too heavily on manual tasks.

101

4 days ago

danielle_brodConversationalist

Product Q&A

Connectors - Message Templates

After enabling a Connector to integrate data from a Transportation Management System (TMS), we still have lots of opportunities to add this information to message templates. The use case that’s top of mind for our agents is providing tracking responses with the latest shipment status (i.e. ordered, picked up, delivered, etc.) but we’re hoping to unlock more potential for drafting responses that use the app data as variables in templates. For logistics or customer service users that have enabled a Connector to integrate tracking information that helps to reduce context switching, what are some of your most valuable message templates?

150

5 days ago

gregorRookie

Developer discussion

Looking for a developer to help us migrate to a different Front account

Hello,We are looking for a developer to help us migrate 6000 email conversation as well as 10 inboxes (and some tags and contacts) over to a different Front account. We have been using Front for a year through a third-party company that we pay to perform customer service duties, but we now want to do this in-house and are looking to open our own account.

1793

6 days ago

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