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Community topics about Front features and workflows

662 Topics
M
MatthewMeeksCommunity Manager
published in Announcements
New tools to amplify support quality across channels: Smart QA, reimagined Dialpad integration, and Front Chat enhancements

Today we’re announcing new features to boost your omnichannel support including AI-powered Smart QA, an all-new Dialpad integration, and improvements to Front Chat: Smart QA: Automate service quality reviews on every interaction through customizable, AI-powered scorecards. Get comprehensive and accurate agent performance insights for faster feedback loops. New Dialpad integration: Handle voice calls and SMS alongside your other channels in real time. With our all-new, enhanced voice integrations you can seamlessly handle calls from your inbox, search and comment on transcripts, and more. Dialpad is live now, with more coming later this year! Chat enhancements: Help your team deliver top-quality chat support with deeper insights, seamless mobile experiences, and third-party data in every conversation. And coming soon, you can engage customers before they ask with proactive outbound messaging. Learn more about how these new features can enable your team to deliver quality support on ever

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MatthewMeeksCommunity Manager
published in Announcements
New research: What logistics customers expect in 2025Blog

Faster, more transparent, and more human — that’s what logistics customers want.We surveyed 900+ professionals who rely on logistics tools and services to understand what’s driving loyalty and growth in 2025. Key insights:66% would pay more for standout support 72% say it's too hard to reach a person 80% say service shapes their perception of a business 📥 Get the full report  Whether you're scaling operations or strengthening relationships, this report gives you data-backed strategies to lead in 2025. 

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helena
helenaCommunity Manager
published in Welcome & resources
Introduce yourself

Hey Front community!  I’m Helena, Product Education Manager on our Education team at Front. I previously worked on the Support team, so I might have responded to some of your emails if you ever corresponded with Support 🤓 I’m excited to meet you all now here on a different forum where we can talk to each other even more. Before coming to Front, I was a classroom teacher, so I love learning about anything and everything, especially how you use Front.  Please introduce yourself in the comments below and share anything you’d like: your hobbies, what your work in Front looks like, your role, your favorite book, and more. Welcome to our community! 👋

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nathan_musonda
helena
helenaCommunity Manager
published in Workflows discussion
How to use this forum

This forum is the home base for all things workflows in Front, which we define as:An automation or rule you’ve set up to increase efficiency A series of automated rules and/or manual actions that enable individuals or teams to be more productiveThe type of posts you might expect to find here are:Our team showcasing our customers’ or Front’s own internal workflows Users sharing their own impactful workflows Questions from users for ideas on how to build workflows to achieve their goalsWe hope you find lots of inspiration here and also share any workflows that have helped you!If you have specific questions about how to use a feature in Front, head over to Product Q&A.

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helena
helena
helenaCommunity Manager
published in Product Q&A
When to post in this forum versus contacting Support

This forum is the primary way to receive assistance using Front. Post questions about our product in this forum, not via the community DMs with our support team members as DMs are not actively monitored. Posting questions in our Product Q&A and other discussion spaces allows other Front users to learn from your question and allows the broader Front Community to suggest innovative solutions or respond with follow-up questions of their own. However, there are times when you should contact Front Support instead. These include:Reporting bugs or performance issues When you need changes made to your Front account When you need to share private information to troubleshoot a problem  If your issue does not fall into one of those categories, then please post in this forum. Rest assured our Support team and community gurus will see your question and respond before you know it!

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helena
helena
helenaCommunity Manager
published in Welcome & resources
Welcome to the Front Community! Learn about our guidelines

    Welcome to our community! We’re excited to see the customer relations and workflows you’ll power with Front. We hope that this community will help you get up and running with Front as quickly as possible. Use it to get the help you need, share your ideas with us, and connect with your peers.Mission StatementEnable people to work happier. Step 1: Take a quick tour through our community Got a question about using Front?Make use of our awesome search function 🔎 You can find it at the top of every page. Find inspiration for how to solve your business challenges using workflows, or share your own in How do you use Front? Still not finding what you need? Post a question to our Product Q&A.Have product feedback?Let us know how we can improve Front.Want to know what we’ve been working on?Subscribe to our Product Updates section to get the latest news about Front features.Looking for educational content and training?Enroll in our Academy for hands-on training courses. Visit our Help Ce

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helena
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Simplifying Customer Self-Help

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

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ggarcia51290
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Help Us Catch Critical Outage Reports Faster

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

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ggarcia51290
harry
harryHelper
asked in Workflows discussion
Dynamic Variable Using Conversation Name

Hello, Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed. 

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harry
allendirickson
allendiricksonConversationalist
posted in Product Q&A
Create reply time goals

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

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cat_apac
allendirickson
allendiricksonConversationalist
asked in Product Q&A
Merging Emails

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

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sadie_mcdaniel
oana
oanaRookie
asked in Get started on Front
Front team onboarding

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

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allendirickson
oana
oanaRookie
asked in Get started on Front
Front Salesforce Integration

Can anyone share some insights about importing client Accounts and Contacts from Salesforce into Front and if changes to any contacts attached to a Salesforce account are synched in Front Accounts? Such as contacts moved to a a different account, new contacts added or deleted in Salesforce accounts? Any particular Front settings that should be switched on/off?Thank you

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cat_apac
bobbys
bobbysRookie
asked in Workflows discussion
Printing attachments / Outlook inbox

I exclusively use FRONT however, it is MUCH easier to right click/print and drag/drop attachments from Ouitlook. My issue is that there are so many emails that stay in the Outlook inbox it makes the ones I want to print hard to find. Does anyone know of an easy way to keep the Outlook inbox clean besides manually filing/deleting emails ?

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annika_hanlon
jett
jettRookie
asked in Product Q&A
Feature Request – Ability to Tag Teammate Groups in Comments

Hi Front team,We’d love to request a feature that allows users to tag entire teammate groups (e.g., @payments-team, @customer-support) in comments or notes within a conversation.Right now, we can only tag individuals, which limits visibility and creates communication gaps when collaboration is needed across functions or shifts. Especially in high-volume scenarios or when handling complex bookings and endorsements, being able to tag a group ensures nothing slips through the cracks, even if specific teammates are out of office.Suggested functionality: Allow admin-created groups to be mentionable with an @ symbol. Teammate groups should receive a notification, just like individual mentions. Group tags should be manageable from the team settings. This small enhancement would significantly improve team coordination and reduce manual steps in reassignments or follow-ups.Thanks so much for considering!

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christopher_nunag
joe_eral
joe_eralConversationalist
asked in Product Q&A
Change in forward button

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

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Isaiah
reagan
reaganConversationalist
posted in Get started on Front
Moving from Zendesk

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

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reagan
jett
jettRookie
asked in Get started on Front
Reporting

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

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annika_hanlon
ward
wardConversationalist
asked in Workflows discussion
Require tag from set list when resolving a ticket

We’re looking to enforce tagging when a support ticket is marked as Resolved — ideally from a predefined list of tags we use for resolution classification. We’ve been able to enforce tagging when conversations are moved or archived, but this doesn’t appear to apply when someone simply changes the status to Resolved (e.g., using status buttons or automatically in sending a response).We rely on tagging for resolution audits and postmortems, so ensuring consistent tag usage at closeout is important.Before submitting this as a feature request, I wanted to check if anyone has successfully configured this in their workspace.Here’s a screenshot of the rule that isn’t working the way I’d hoped: 

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PhoebeatFront
jett
jettRookie
asked in Get started on Front
Load Balancing

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

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PhoebeatFront
M
MatthewMeeksCommunity Manager
posted in Announcements
Celebrating support: Five ways we show appreciation

Support work is hard, and it deserves to be celebrated. At Front, we’re big believers in recognizing the people who power incredible customer experiences.From regular kudos in Slack to meaningful surprise bonuses, here are five ways we show our support team how much they matter.You’ll find ideas you can steal — from personal spotlights to public shoutouts and team traditions.💡 Read the full post for ideas on how to refine the culture of appreciation on your own team.

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M
MatthewMeeksCommunity Manager
posted in Announcements
Your week-by-week guide to onboarding support reps

Great onboarding sets reps up to deliver great service. Whether you're onboarding your first support hire or scaling your team fast, a clear structure makes all the difference. This guide breaks onboarding into manageable milestones over the first 4 weeks, including: ✅ What to cover in week 1 vs. week 4✅ How to track rep confidence over time✅ Tips to personalize onboarding by experience level 💡 Check out the full post for templates, timelines, and tips to make onboarding more effective and scalable. 

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helena
helenaCommunity Manager
published in Announcements
Front Product Improvements & Roadmap Webinar: April 2025 EditionEvent

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

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KatieRF
KatieRFRookie
asked in Product Q&A
Bounced Email Address

Hi, is there a way to get Front to show you which email address returned or bounced when you have sent to multiple addresses? I get the following message “A message failed to be delivered dropped /Bounced address” but I don’t see which email it failed to be delivered to. 

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guillaume
sylvain
sylvainFronteer
posted in Desktop release notes
Front Desktop 3.65.1

Upgrade to Electron 35.2.2 and Chromium 134.

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sylvain

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