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Hi everyone!We recently expanded Copilot to a few more of our teams at their request. They saw it being used by other teams and were interested in the conversation summaries and suggested replies.As we roll this out further, I would love to hear from those who have used these features for a while: The "Honeymoon" Phase: How has the sentiment evolved? Does the team still find the summaries valuable daily, or has it become "background noise"? Accuracy: How reliable are the conversation summaries? Do your teams find them accurate for long threads, or do they still feel the need to read the entire history anyway? Suggested Replies vs. Manual Edits: Do your agents find the suggested replies "ready to send," or are they mostly using them as a skeleton and spending significant time editing them? Knowledge Base Integration: For those seeing high-quality suggested replies, do you have a Knowledge Base linked or synced? I am interested to know if the model performs well enough pulling from

It would be really helpful if emails sent automatically through Rules could have the same “Seen” tracking as manually sent emails.Our team uses open tracking to understand whether a member has viewed an outbound email, including when it was seen. This is especially useful when deciding whether to follow up and for keeping an accurate record of customer communications.At the moment, this works well for manually sent messages, but not for automated template messages or auto-replies triggered by Rules.Ideally, Rule-sent emails would show the same Seen status and timestamp in the conversation timeline as manually sent emails.

One workflow that works really well for teams drowning in the same handful of questions: closing the loop between your tags, your analytics, and your knowledge base.The idea is simple: Set up rules to auto tag inbound conversations by topic (billing, onboarding, integration questions, whatever your common buckets are). Then check those tags in analytics every month to see which topics actually drive the most volume. That tells you exactly what to document.From there, create two types of articles for the top topics using your knowledge base. Internal ones so every teammate answers the same question the same way, which makes responses faster and more consistent across the team. And customer facing help center articles for the same topics, so customers can find the answer themselves before they ever reach out.That last part is where the repeat question volume actually drops. The internal articles make your team faster, but the customer facing ones are what stops the question from landing

We've released a new version of Front Desktop with the following changes:Fixed an issue that prevented signing in to Zoom from the desktop app. Popup windows now open at a proper size. Fixed a problem with clearing temporary storage, improving stability.

We are looking for an individual to work with an ongoing basis to better customize our Front setup alongside our teams to get the full use out of the platform. 

New to Front? Here's what teammate groups are, and why they replaced custom roles. If you're newer to Front you might see people mention "custom roles" and "teammate groups" and wonder what the difference is. Front moved from one to the other, so I wanted to break it down in plain terms: what a teammate group actually is, and why it's a better way to run your team. So what is a teammate group? It's just a named list of people. That's really it. You might have a Support group, a Sales group, a Managers group, and so on. Once you've built that list, Front lets you reuse it for lots of things instead of setting up each person one by one. What can you use them for? A single group can control: What those people are allowed to do (reply to messages, delete them, change settings, and so on) What they can see (which inboxes and workspaces) Where work goes. You can point a routing rule at a group so incoming messages get shared out among them automatically. So one list answers four questions at

We're a sales team of just three people at a small, local growth company, and we're using a shared inbox on the front end. We're struggling to decide how many routing rules are worth creating when we're so small: should we route by customer type, by pipeline stage, or just let anyone take the conversation as it comes in? If you have a small sales team, what rule/routing configuration has worked best for you without becoming an administrative burden?

We're a small company with just a few people handling customer communication, and we don't have a huge volume of emails yet. I'm wondering if it's still worth using Front at this size, or if it's more geared toward larger teams with higher email volume. For those of you who started using Front early on, did you find it useful even before scaling up? Curious to hear how it worked out for you.

Hi everyone, I’m interested to see how accounts could be leveraged in a rather specific way. I’m thinking about a use case where a Parent Company (Acme) has Subsidiaries (Acme France, Acme USA, Wayne Corp...), with sometimes different domain names.Traditional rules to tag these companies’ conversations, as VIP through the domain name for instance, could fail. In analytics, it would also be interesting to be able to select the parent company with its children companies nested, similar to the Tag > Sub-tag functionality.  On the picture below it makes sense that all “Acme” companies would be related, but Acme Inc could also own companies using a totally different name. Would be nice to have for reporting Is there a way to tie a Parent Company with its child? I saw an Account Custom Field “Parent Account ID”, does it integrate with the existing Salesforce functionality as shown below -- Hilton > DoubleTree > DoubleTree country subsidiaries Thank you for your time ! 

As a new Front user I’m very interested to learn and to know more about this amazing tool. I’d love to hear what tips, shortcuts or best practices have made the difference for teams when using Front.Looking forward to learning from this community.

New to Front but really enjoying it! One area of customization I'm still debating is enabling the ticket status setting.I would love to hear from some other users on their experience with enabling this vs treating every request as a conversation (keeping conversation status enabled)

I work at a logistic company, where we handle a lot of communication with customers and carriers every day.Since front is designed to make team communication easier, I wanted to ask:How do you use front to stay organized and avoid missing important messages during busy days at work?I’d love to hear your experiences or tips!Thanks! 

Is there a limit to the amount of conditions an inbox rule can have?  We currently have a rule to auto archive based on the From address.  The list of addresses is about 20 long right now, but will we eventually reach a limit if we keep adding them?

Now open: request access to the Amazon Connect beta (voice and SMS in Front) If your team is handling phone calls and texts in a different tool from the rest of your customer conversations, this one is for you. We just opened requests to join the beta for our Amazon Connect integration, which brings voice and SMS into Front alongside the email, chat, and everything else you already manage here. Once it is connected, you can place and receive calls, send and receive SMS, and pull up call recordings, transcripts, and AI summaries right in the inbox. The full history of a customer lives in one place instead of scattered across systems. This is a private beta and we are screening who joins, but if you are on the latest Professional plan or above and have a real voice or SMS use case, you are very likely a fit. You can preview the full setup steps in our Help Center. Want in? Request to join the beta group here.We will review and get back to you. Members get a dedicated space for updates an

Usually when I want to paste into Front and keep the formatting, all I have to do is select the ‘Paste’ option or Ctrl + V and it does it with no problem. However, the past day or so, anytime I paste from any application into Front, it switches to strips the formatting. This is a huge problem for me with my job, as I am always pasting Excel tables into my emails. I guess somehow the default format is stuck in the composer? I can paste while keeping the formatting in any other application. Has anyone experienced this or has any idea how to fix it??

Hi everybody, We’ve just come across from Zendesk which was surplus to needs for us. We used proactive messages there, but they behave differently here. Any help would be appreciated. To explain:We would have a msg pop up after 10 secs or so offering a free mockup. This would be whatever entry page they used to come into our large site (using “.” in any url to achieve this in Front). During business hours if the customer responded, it would open a chat. If after business hours, it would offer a link to the free mockup page, or then capture info via a form.So the problems we have with Front Proactive Messages:Can’t set time of day The proactive message appears on EVERY page the visitor then visits no matter how many pages they visited or how they interacted with the widget. I don;t want just for 1st time visitors. We get repeats out of this all the time. The proactive message also doubles as a welcome message, so if a user clicks “start a new conversation”, they get my whole mockup offe

We are seeing this name, Bryan Anderson, in Front on our DialPad integration.Where is this name or CID being pulled from?  We do not have this name in our contacts, or anywhere in DialPad.  All our numbers are provisioned with our company name as the CID.I have been chasing this down for a couple weeks now and cannot figure it out.  Has anyone seen this before?  Is there a fix or setting I need to set in Front?This is the new integration, not the legacy integration.

No one on my team can find our 'Discussions' since the latest update. Where did it go???