Developer Q&A

I have been using front for about a week, and initially had no topics. Then on Sept 30th, four topics were created. No new topics were created since then.My questions on topics are:Will they automatically appear or does it take 30 days (as per your docs) for Front to evaluate new topics? If it does take 30 days since the last discovery, is there a way to “trigger” new topic discovery? If a flood of new emails come in about a new topic, such as a live site issue, will Front be able to create a new topic on the fly as needed without having to wait 30 days?Thanks in advance for your clarifications!

Hi, I am setting up a new support portal, and started an Enterprise Trial so that we would have access to application requests so that we can hit our custom API. After setting up an app request, testing it successfully (“Test Successful”), and the status is “Ready,” it is NOT surfacing when selecting the “Select app request” action in a new macro/rule workflow. See the screenshots below.This is the app request, showing “Ready” status: And when creating a new macro, it keeps telling me to setup a new application request, because it cannot find the ones I have created:Is there something wrong with my account setup? Why can’t I use the app requests in rules/macros?

Hello, We are a mortgage company using Front for our funding teams communication with loan officers, warehouse banks, title companies etc. Our primary tools we use are Airtable and make.com. My end goal is:When the initial contact point occurs, associate the conversation and the airtable record together by housing the convID in Airtable and the Airtable recordID as a custom object I assume?Have a sidebar plugin that users can open up and it show information about the Airtable record associated with the current conversation, Be able to make small updates to statuses etc in Airtable from inside the plugin. Is there any recommended ways to go about this? Whether it be instructions or just links to highly rated partners?Thank you! 

I love the new knowledge base integration with AI, but I’d like to add additional context to the AI based on the user submitted message the AI is looking at.Having the AI have access to our MCP server means it can look up specific information about the user requesting help as well as access documentation.Is that a possibility?  I couldn’t find a good approach using Connectors.

Hi Front Team,I am attempting to use the /events endpoint for incremental syncs, and I realized that it does not capture updates to the name or status of existing tickets. Similarly, these updates do not update the last activity timestamps used to order the response to /conversations/search.At the moment, the workaround is to re-pull all tickets in bulk, which is inefficient and can quickly run into rate limits.Are there other workarounds? If not, is there a plan to support these updates, either as new event types or as filters? Thank you!

When I add a comment myself I can mention a conversation (cnv_*) and it will get turned into a link and a little preview added below. When I do that via the API that doesnt happen. I can do the linkify myself as a markdown link but I’d love to be able to get the previews to show as well. Any way to do that?

Hi,I’m creating an integration with Front which will sync conversation and inbox data. API tokens will not work for my use case, so I need to use OAuth.Can I add Workspace scopes to an OAuth app? Workspace scopes are visible when creating API tokens but not OAuth.I am also trying to use OAuth with non-admin users. Is there any way to authenticate non-admin users with workspace member users using OAuth? Specifically, I need to use the Shared resources scope so that the integration can pull conversation, inboxes, etc. for a user.Thanks!

Hi all I’m wanting to pull back when a message originated from a message template via the API - looking at https://dev.frontapp.com/reference/get-message there doesn’t seem to be a field for this, however inside the dashboard under “analytics / Message templates” I can see that this information is available e.g “password reset” template was used 300 times.Is this same information available via the API?Thanks!

I’m trying to create a webhook within my internal app. Whenever I click the “Create” button on the “Create Webhook” page a toast pops up saying “Webhook veritification failed”. I have verified from the logs (and from trying it in curl myself) that the URL is responding with a 200 status, application/json type and “{ "type": "success" }” as the content. What else do I need to do to get Front to accept my webhook url?  

I’m currently trying to understand whether there’s a way to determine which user granted the OAuth token I’m using in the request?I’ve found the `API Token Details`, but that appears to only expose company-level information.Could I achieve this by introspecting the JWT claims? (e.g. `sub`?) 

Hi,after calling `updateDraft` from our composer plugin, the composer does not work properly any more. This happens even if I keep the current draft HTML without modifying it at all. Breakage we’ve seen:Cut/paste does not work any more Templates do not insert any more Templates insert at the wrong location Errors in JavaScript consoleWould you be able to look into it?BestRichard

Dear community,I need your help and would greatly appreciate any support.My task:Fetch exactly the same conversations shown to my users and team inboxes in the “Open” and “Later”/“Snoozed” views. I have not been able to accomplish this.Could someone provide a sample code or give instructions how to exactly filter conversations to achieve the goal? (I am Admin).Thank you,Best regards,Denis

I’m currently having trouble where I’m not able to trigger a sidebar opening when clicking “Call with” from a contact preview. It works without issue from the Contact Sidebar, but not the preview card. I’ve recorded this demo walking through what I’m experiencing.    

I am using the POST `/conversations/cnv_123/messages` endpoint to add a reply message to a conversation that already exists. When I fetch the messages, I see that they contain a `metadata` field that is just {}.  Is there a way to set custom metadata fields for later use in the endpoint? When I try just adding a `metadata` field to my payload, the operation passes but the metadata does not persist when re-fetched.

Hello - at the moment when attempting to use an inbuilt copy paste button in my sidebar plugin i get the following error.Unhandled Runtime ErrorNotAllowedError: Failed to execute 'writeText' on 'Clipboard': The Clipboard API has been blocked because of a permissions policy applied to the current document. See https://goo.gl/EuHzyv for more details.After investigating the front sidebar plugin iFrame it looks as if clipboard-write is not allowed. Are there either, plans to change this or a suggested workaround? If no plans to change at the moment i can submit as a suggestion. Thank you for your help. 

I ran into internal error 500 when trying to use attachments. Even If I don’t use attachments and just Content-type multipart/form-data it returns error anyway.postmanpostmanwith code (wordpress)[headers] => WpOrg\Requests\Utility\CaseInsensitiveDictionary Object        (            [data:protected] => Array                (                    [date] => Sun, 03 Aug 2025 06:23:15 GMT                    [content-type] => application/json; charset=utf-8                    [content-length] => 52                    [x-ratelimit-limit] => 100                    [x-ratelimit-remaining] => 98                    [x-ratelimit-reset] => 1754202213.637                    [vary] => Accept                    [etag] => W/"34-zWc8gW+EWeg2mrqPaNjNywdzhTk"                    [x-front-time] => 33                )        )    [body] => {"_error":{"message":"An internal error occurred."}}

Hi everyone, Has anyone here built a custom integration between Front and a cloud contact center solution?We’re looking to:Display incoming voice call context in Front Sync call metadata (duration, caller ID, agent notes)

Hi everyoneWe’re exploring ways to integrate our cloud contact center solution with Front and wanted to see what others here have done. Specifically, we're hoping to streamline agent workflows by syncing conversations, contact data, and possibly call recordings into Front.Has anyone here integrated Front with platforms like:Genesys Cloud WebEx Contact Center Talkdesk Five9

 I have an image in signature. When sending from admin image is shown correctly and has attribute data-image-whitelisted. But when using API it is brokenfrom API$url = 'https://api2.frontapp.com/channels/' . $channel_id . '/messages'; $body = array( 'to' => array( $to ), 'subject' => $subject, 'body' => $content, 'text' => wp_strip_all_tags( $content ), 'options' => array( 'archive' => false, ), 'author_id' => 'tea_j7twg', 'signature_id' => $signature_id, ); $args = array( 'method' => 'POST', 'headers' => array( 'Authorization' => 'Bearer ' . $api_token, 'Content-Type' => 'application/json', // 'Content-type' => 'multipart/form-data', ), 'body' => wp_json_encode( $body ), 'timeout' => 30, ); from adminI know also that if omit author_id, email always in spam.

I want to access the data used to calculate handle time for my team which to my understanding isn’t included in the fivetran schema that I’m currently using to connect to the database. Which API end point do I need to interact with to get this? I understand the logic used to calculated handle time but what are the fields (i.e. date, interval) used called and how can I find them? 

Hello! I encountered a problem where https://dev.frontapp.com/reference/plugin-sdk-context doesn’t work as expected. Here I depicted a plugin usage scenario that went wrong.After page reloading the plugin is opened by default, and we see only 1 email attached to the user. At this moment, the issue is not visible. Next, we’re navigating to the Contact Details tab to check how many emails the user has in real. And we’re confusing that the user has 2 emails, not 1 as plugin Context said.  However, upon returning to the plugin, it correctly displays the information with 2 emails.To read this information I use  context.conversation.recipient.contact.handles Please take a look this bug, it causes problems in building the plugin.1st  - A plugin is open 2nd - Contact Details is open 3nd - A plugin is open AGAIN               

Hello, I would like to ask if it is possible to display the typing indicator while waiting for a response from the API, and secondly, how can I authorize the client logging in to the chatbot via SMS?

The first two steps in the documentation to make an app are to go to settings, click on company, and then click developers. However, I can’t see developer as an option and nothing appears on the search bar either when I search for developer. I have been granted admin permission from the company (received it a few hours ago). Sorry if this is a really silly question to ask just no idea how to continue from here. 

Are you planning to add support for Expo for React Native in the future?Our team uses Expo to build and ship our mobile app, and we’ve historically used Intercom (which already has an Expo plugin). We’re considering switching to Front but the lack of Expo support makes the potential switch a big headache.