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helenaCommunity Manager

posted in Product Q&A

Front Knowledge Base AMA

Hello, community! You might already know that we recently launched Front Knowledge Base, a tool for you to centralize all your internal info for your team and/or external info for customers, which you can manage and access right within Front — reducing both your content and software sprawl. We use it ourselves to host our Help Center.If there’s anything you want to know about this new feature, you’ve come to the right place! We’re excited to answer your questions and get you started, with the help of Front’s two knowledge base experts:Anisha: Our internal PM for Knowledge Base who can answer anything related to its features, roadmap, workflows, and tips. Karen: Front’s own Help Center queen who runs our help center and can answer questions about migrating to Front Knowledge Base, how Front uses Knowledge Base, and general help center processes. You don’t need to direct your question to any specific person, as they’ll naturally answer the ones in their domain. Please submit as many ques

2 days ago

Ian_ClarkRookie

asked in Workflows discussion

Using Equations to create/return a Dynamic Object

Hello!I am currently trying to build a Dynamic Object that returns a URL format where the first two numbers after the static portion of the URL represent the numerical value of the letter + 1.For instance, our order numbers are in the format of AV123456. I have this set to work as a dynamic object and it returns the correct URL. It is currently set as:Target String: A,Letters (exactly 1), Digits (Exactly 6)Target URL: ************************************next/21Digits(Exactly 6) It works beautifully. However, there are previous orders and future orders where the second letter is not V, and for this reason, 21 will not remain permanently static.21****** represents the value of V(20) + 1 and the * represent the remaining numerical digits of the order number.Is there a way to build out a dynamic reference that takes the Letter Value, Converts it to the Numerical Value and then Adds 1 to it?

2 days ago

theresa_leeRookie

asked in Frontlines forum

[From support breakout] How do you think about improving resolution time for customer inquiries?

2 days ago

andersenFronteer

asked in Frontlines forum

helenaCommunity Manager

published in Workflows discussion

How do you distribute work amongst your team?Share your workflow

Round robin assignment rule How do you divvy up work on your team? As Front users, we already have a huge advantage working in shared inboxes compared to a traditional single-player inbox where everyone must share one login. Now, in this multiplayer inbox world, what further workflows do you use to make sure all the work is distributed? Share with us what your systems to assign work are, or browse the thread to get some ideas for your own team. If you see something you’re curious to know more about, feel free to ask in the thread. I’ll kick us off with an assignment rule that Front’s own support team uses for chats:Note: If your rule templates look a bit different, that’s because we’re rolling out an updated design that hasn’t gotten to you yet, but you can still recreate the above rules using your templates. The design is slightly different, but all the elements are the same.Our Chat inbox receives messages from our customers who are on the plans with access to chatting with support.

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4 days ago

helenaCommunity Manager

published in Workflows discussion

What individual automations and rules increase your productivity?Share your workflow

Tag conversations while on leave What are your automations for individual productivity? Since Front has a rule engine for your individual workspace, the sky is the limit in creating workflows to handle your work for you.Here’s one that’s good for organizing your work when you need to go on an extended leave such as a parental leave, sabbatical, or a disability leave. You can create an individual rule (which works only on your individual workspace) to add a tag to all the messages you receive while you’re out:Now, when you come back, you’ll be able to quickly see which conversations were during your leave, versus the current ones after you came back. Of course, you can always check the date stamp on the emails as you catch up on your inbox, but I personally found it much easier to stay organized by having a visual indicator on the conversations. You could even further categorize with specific tags if you have certain priority senders or topics that you want to organize; that way, you ca

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4 days ago

helenaCommunity Manager

published in Workflows discussion

What manual processes have you transformed into automations?Share your workflow

Notify teammates based on tag One of the things I love to work on with customers and our own team is how to automate our manual processes so that we free up our time to do bigger and better things. I’ve joked with one of my teammates, Jason (technical support engineer), that we want to automate our jobs away. That’s not the end, of course — automation would be a means to evolve our own jobs to work on even more impactful things. (BTW @jason, I’d love if you could share an example of an automation you’ve built that has saved our support team from the manual actions we used to be tied to!)To our fellow Front users, please share some of your processes that you’ve turned from manual to automatic. Or, share something you’d like to automate — the rest of us can share tips or how we’ve achieved it.In the meantime, I can share a nifty little rule that our Education team uses — we have surveys at the end of every Front Academy course, which learners can fill out and the results get sent to our

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4 days ago

andrealeanFronteer

posted in Frontlines forum

Welcome to the Frontlines Q&A

If you have any questions about the keynote or any of the breakout sessions at Frontlines, please click the red “New post” button at the top right hand corner of your browser to start a new thread and we’ll be happy to assist you.

5 days ago

bintouRookie

asked in Product Q&A

need help setting up front

Hello, I own a real estate company and I need my admin to be able to access my emails and respond as needed. I am super excited about what front has to offer but I am getting extremely frustrated with the set up process. I have added the inbox the inbox that we need to share and invited my admin. However, nothing is happening. My emails are not routing. I am not technical at all nor am I interested in watching videos to learn this thing. I would like to pay someone to help me set up my account correctly. please reach out if interested. thank you, Bintou

6 days ago

smsdavisRookie

asked in Product Q&A

Outlook 365 and Front QUESTIONS!

I am a complete noob when it comes to Front. I had never heard of it until my new client told me about it. After checking it out, I am quite impressed but still a little confused. Hopefully, some experienced folks can help me out. So far, searching help hasn’t answered my questions. I use Outlook on a M365 account. I went ahead and added my personal inbox just so I could work more with Front since I’m not quite yet ready to respond to client issues in Front. It pulled in ALL of my email not just what was in my InBox! UGH So. I spent an hour and moved my emails in Outlook to Archive and all my saved folders that were stored under the Inbox Folder are now under the Archive folder. But it seems Front either is still pulling them in, or once it pulls, it never truly syncs so in is in until removed through Front. I did add a rule to move anything that isn’t in certain “tags” which seems to equate to my Outlook folders. But it doesn’t appear rules run AFTER email is received so I’l

10 days ago

SanneRookie

asked in Product Q&A

No possibility to write on existing tickets, only on new ones

One of my agents who works with us for a long time already,can suddenly not type (neither answer to a ticket nor write in the comment section) in existing tickets anymore. The same problem exists for all inboxes that we use.The only exception is that when creating a new ticket from scratch, she can write as usual.The issue is not her keyboard, because also writing outside of Front works perfectly.Restarting, logging off etc. didn’t help. Do you have any idea how to troubleshoot this?

10 days ago

helenaCommunity Manager

posted in Welcome

Education & resources for all Front users

Whether you’re just getting started with Front or a seasoned pro, you’re bound to come across questions — even our own Front teammates learn new ways to use Front all the time! So, to ensure you have easy access to all the education and content we produce, here’s a roundup of them all. We recommend that you bookmark these links in your browser under a Front folder:🌎 Front Community: You’re already here! Join fellow users in our community to chat about the product, learn what others are doing, read about updates, and submit your own feature ideas. 🎓 Front Academy: In addition to the FCA certification program you completed, we have many other courses and learning paths for all skill levels to help you get the most out of Front. We recommend that brand new users start here. Take a look around! 📚 Help Center: We run a world-class help center — powered by Front’s own knowledge base product, no less — and you’ll find all the setup guides you can dream of here. ✏️ Live training: Need in-p

11 days ago

loriRookie

asked in Product Q&A

Merge Discussions?

Hi - does anyone know how to merge discussions? Thanks!

12 days ago

jeremyspiegelFronteer

posted in Desktop release notes

Front Desktop 3.44.15

Upgrades to Electron 25.5.0 Adds support for DoNotPreserveZoneInformation group policy setting for downloaded attachments Adds support for Handoff between Apple devices Adds Alt+Left/Alt+Right for back/forward shortcuts on Windows Fixes issue opening .EML/.ICS files Makes Windows keyboard shortcut for Zoom In not require Shift keyBuilds:https://dl.frontapp.com/desktop/builds/3.44.15/Front-3.44.15-arm64.dmg https://dl.frontapp.com/desktop/builds/3.44.15/Front-3.44.15-x64.dmg https://dl.frontapp.com/desktop/builds/3.44.15/Front-3.44.15-arm64.pkg https://dl.frontapp.com/desktop/builds/3.44.15/Front-3.44.15-x64.pkg https://dl.frontapp.com/desktop/builds/3.44.15/Front-machine-3.44.15.exe https://dl.frontapp.com/desktop/builds/3.44.15/Front-user-3.44.15.exe

13 days ago

Adam_just_AdamRookie

asked in Product Q&A

Dark mode in rest of app

Could we get dark mode on the calendar and settings? It’s hard on the eyes when switching off the main view.

13 days ago

pstosRookie

asked in Product Q&A

Adding .ics calender events to calendar

Hi! When someone sends me an email with an .ics file attached, Front shows the the event above the email message with a calendar icon. But as far as I can see, there is no way to have Front add the event to my calendar. Do I have to do it manually?

17 days ago

peter_at_prelloConversationalist

asked in Workflows discussion

Is it possible and how to create custom "front_chat" channel with Core API ?

Hi,The documentation states that it is possible to create a custom channel, but is this possible for a "front_chat" type?I try but I have a bad request or conflict statutThanks

17 days ago

mkhadpeRookie

asked in Product Q&A

Front app slow

Front Desktop app is running very slow

19 days ago

christian.laschEnthusiast

asked in Product Q&A

Contacts / Lists: Sorting and organisation

Hi, We started using Front about three weeks ago. Of course we also started to use contact lists. As we are a sum of 15 different teams that all creates their own lists, it would very helpful to have the possibility to:filter them by team sort them (by general operators like date, name etc.)Thank you!

24 days ago

bgomillaConversationalist

asked in Product Q&A

Recreating Metrics from Exports

I’m looking to recreate some of the the main metrics from the overview page using the exported data (need this for historical reporting) but the numbers aren’t tying. I’m assuming I’m not looking at the events under a proper filter. Has anyone had dealt with this issue?

27 days ago

BenRookie

asked in Product Q&A

Facebook and Instagram messages not showing

Hello, I’m trying to sync Facebook and Instagram but they don’t show up in the inboxes. Have done the required steps… have allowed access to messages too, any ideas what the issue could be? Thanks

1 month ago

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