Developer Q&A

Hi,I'm hoping to get some more info on what's possible with the new analytics reports.After doing some experimenting, I'm a bit confused about how the tag filters work and what I need to do to get the data I'm after. I assumed it would be an AND or an OR operator on the tags, but it doesn't seem to be working that way.We have a set of tags:- Tag A (tag_a)- Tag B (tag_b)- Tag B (tag_c)My end goal is to find out "how many B tickets also have C tags”The catch is that I want to exclude anything tagged A Ticket, which usually also have B Ticket tagged on them as well.My first attempt was to do a "new_segments_count" report with tag_ids set to the ID for the tags, but the results are strange.If I do just the B ticket tag, I get 103.If I do just the C tag, I get 20.If I do both together, I get 104 - even though all of the C ones are also tagged B.Similarly:Filtering A Ticket gives me 50,Doing B + A Ticket gives me 117.Any idea what's going on here, what I'm missing, or what I should be doing

On the following page: https://dev.frontapp.com/docs/search-1  You note that when searching for conversations via Link, you need the ID of the link and to get an existing link id you must use the Links endpoint. The link ID is not the same as the name of the link. To obtain a link ID, use the List Links endpoint. However, I have tried crafting a query to search for a link by existing external url unsuccessfully.  Can you provide an example?

We are trying to use Front API as an integrated resource, but we are to figure out why some conversations doesn't appear in the List inbox conversation endpoint's results. 1. We noticed that when conversations have a subscribed teammate, it doesn't appear in the endpoint's results.2. We have some cases that even when there isn't any subscription events, it also doesn't appear in the List inbox conversation result. We tried to move into another inbox and return to the original and it didn't work either. Could you explain why this happens and if there is some other endpoint that we could use to show all conversations listed in the inbox, despite the subscribes event?This is a very important resource for our operation team and it would be nice if could find a solution for these issues. Thank you so much for your help.

I took a look at the documentation and configured a rule, and set up the webhook integration so I could listen for outgoing emails as described in this related Q&A.  My one question, is how would I set this up locally to test?  Do you have any suggestions? Cause the url is local, but sent to your servers.

I am currently using the Front API to track conversations, but I am having difficulty finding a way to track outgoing emails.  Could I get help getting all the details of an email that gets sent by our team?

What is the process for requesting an API rate limit increase?We run a job every evening to sync external contacts to Front, but that process is hitting the Front API rate limit.I'd love to discuss ways to work around that 🙂

I'm developing an integration for one of our clients. I'm having trouble in regards with the query parameters to filter the results by date on the contacts endpoint:https://api2.frontapp.com/contactsHow I'm supposed to use the query parameter?

 Hi! I would like to setup an initial message from the user/customer when they open the chat. Is it possible?

I’m trying to extract CSAT information on a daily basis but it seems I’m being forced to hit the API many times to get this information. First of all, I'm trying this endpoint: https://api2.frontapp.com/conversations/search/commenter%3Atea_12345%20after%3AstartDate%20before%3AendDate where startDate and endDate are variables to iterate through days. Then, for each conversation, I request the comments endpoint and filter the one that is emitted by the user front_csat. I understand that are a lot of requests at the same time, but it was the only way we found to have a dataset with this data: Conversation ID CSAT Followers Conversation DateMaybe you know another way, or you can give me an advice.

 I have been running into some issues while trying to get the results of analytics/exports. Whenever I try and execute the request I get 0 progress and an error message(below).  Error Message: {"_error":{"status":401,"title":"Unauthenticated","message":"JSON Web Token error"}}Here is all the code if it helps:import requestsurl = "https://api2.frontapp.com/analytics/exports"payload = {    "start": 0,    "end": 1652970430,    "type": "messages"}headers = {    "Accept": "application/json",    "Content-Type": "application/json",    "Authorization": "Bearer MY_TOKEN_VALUE"}response = requests.post(url, json=payload, headers=headers)print(response.text) 

We would like to extract some Front data and combine it with system data to get a more holistic view of workloads per rep. This data will ultimately be stored in our data warehouse to be combined with other datasets. What is the best way to get:Total Messages (By Rep, Timeframe, account) Number of messages to resolve

We are improving our integration with Front and will store a reference to Front's conversation ID. Are Front's conversation IDs unique over multiple Front accounts or are they unique on a per-account basis? In more detail, if we have 2 Front accounts, Accounts and AccountB, is it possible that both accounts have a conversation with the same ID (for example cnv_123456?

HelloI am trying to create a conversation with an attachment via API Create conversation (frontapp.com)Currently, I am receiving new messages but without attachments. My code looks like this:$headers=@{}$headers.Add("Accept", "application/json")$headers.Add("Content-Type", "application/json")$headers.Add("Authorization", "Bearer [my code]")$response = Invoke-WebRequest -Uri 'https://api2.frontapp.com/channels/cha_XXX/messages' -Method POST -Headers $headers -ContentType 'application/json' -Body '{"to":["securitydesk@example.com"],"options":{"archive":false},"attachments":["data:text/plain;name=test.txt;base64,aBcDeF=="],"body":"test"}' 

Can Link Names be searchable in front, or at the very least is it possible to create a rule to insert Link names (the ones made in the add tag section) into the conversation to make it searchable. We use a ticketing system and we create a links with the ticket number to link back to that specific ticket in our system, but we have no way of searching conversations for the ticket number.  There might already be a workaround here that I'm unaware of but there don't seem to be many ways to incorporate the link names in custom rules.

We’re looking to get the Front data into SQL so we can incorporate into our current internal productivity and profitability dashboards. We would use the email metrics (received/sent) to help improve our visibility into the reporting of productivity of reps and then the tagging of clients to identify the amount of work a client requires which helps calculate overall profitability of our relationship.Any suggestions for how to do this?

We are trying to attach 25 attachment to https://api2.frontapp.com/channels/cha_123/messages and get a 400 response. When we attach less (21 of the 25 attachments) everything goes through fine.

We are trying use the API to create a draft email with attachments, then a pop up for our users to modify the draft body and send the message.  We are trying to integrate this into our TMS and keep having issues with posting a multipart-form in C# that would get this to function correctly. Can you please assist with an example or suggestions?  We have reviewed the API guide as well as: https://gist.github.com/hdornier/e04d04921032e98271f46ff8a539a4cb, but have not been successful yet.  

How do we tell what are the Teams and Team Inboxes related to an incoming email Event message? Or for a conversation? From the examples, I guess the inboxes part would be it and the is_private boolean would be false for Team Inboxes? 

Hi, I'm looking to figure out how to import an outbound message created by our automation into our custom channel for viewing in Front. I currently have this api call: await axios.post(      'https://api2.frontapp.com/inboxes/inb_xxx/imported_messages',      {        body_format: 'markdown',        body: 'test',        subject: `Test Chat with ${to.first_name} (${to.type === UserType.Owner ? 'Owner' : 'Renter'})`,        sender: {          name: 'Test Operator',          handle: 'test_operator',        },        to: [          `test_user_id:${to.id}`,        ],        metadata: {          thread_ref: `support_chat_user_id:${to.id}`,          is_inbound: false,          should_skip_rules: false,        },        external_id: `test_message_id:1234`,        created_at: Date.now() / 1000,        type: 'custom',      },      {        headers: {          Accept: 'application/json',          'Content-Type': 'application/json',          Authorization: 'Bearer ' + frontappApiKey,        }     

Quick question / clarification. What value are do you expect in the property "url" for "openUrlInPopup"? Could you give an example?  Thank you

I'd like to find a more efficient way to look up a specific contact in front when I don't have the contact id or the conversation id. Ideally I could query the contacts by the phone number but I can't find a way to do that without paginating through all the contacts. Am I missing something or is this intentional?

Hope you’re good. Please can you advise how I can change a phone number via the API? I have been able to change all the other fields with the below JSON example but phone doesn’t seem to work. Example JSON body:{    "name": "Dale Cooper",    "phone": 5125555555,    "custom_fields" : {        "ContactID": 12345,        "AccountNumber": "P1234",        "CustomerGrade": "CC2",        "EnhancedGrade": " ",        "BranchName": "Acme Services",        "County": "Leicestershire",        "OuterPostcode": "LE"    }} Also tried this separately within the contact object: {     "handles": [        {            "source": "phone",            "handle": "5125555555"        }    ]} Thanks

Can you please provide some examples of working list events queries using the q parameter. I am particularly interested in making use of the types filter.  https://api2.frontapp.com/events?q=<help> All my attempts at using that parameter have either returned an error or had no effect and I was unable to find any examples in the documentation.

Our team leverages Zapier for a number of automations. One of the fields that we utilize is the Assignee field. This requires that we input a User ID (for example, the teammate ID’s in the form of tea_XXX) to assign the conversation to a team member. While I am able to find this ID within Zapier, it can be rather cumbersome to search for each user individually.Question:Where can I find the User ID for each of my teammates (or myself) within Front?Thank you in advance

We are writing an app that processes message body and attachments in an inbox. As you know, an inbox can have multiple channels. When a rule files on arrival of a new message in the inbox and Front sends a notification to our webhook, we want to be able to identify which inbox this message is from and whether that inbox has a subscription with us. One way that we thought we could identify inboxes was using the Inbox Id that is in the JSON payload. To use this, we’d need the user to provide the identifier (id) of the inboxes that they want to be supported to the app. I am wondering whether the Inbox ID is accessible somewhere in the Front Admin UI we cannot find the client admin users can find them and enter them into a configuration page on the app side (we could not find them in an initial look)? If this is not the best way to identify inboxes and inbox owners, based on the message payload that Front sends, do you have any alternative suggestions?