Front users

I can’t seem to find this in the knowledge base but how do you view all conversations which have multiple threads in their entirety from start to finish, without needing to jump in each thread of a conversation to view what was said in each thread? Is this possible?

Hi,We have a single workplace with two inboxes, each representing a different product. AI is enabled for both inboxes, and we use shared rules and templates.We’ve noticed that AI-generated replies (Copilot, and I assume Autopilot as well) will sometimes reference information from the other product when composing a response, even though the conversation is clearly in a specific inbox. As a result, the replies sometimes need manual editing to correct product-specific details. For example, the AI may compose a response for one inbox that should only apply to another product’s inbox.It appears that AI responses are not factoring in inbox context when generating replies.Is there a way today to scope AI behavior by inbox? If not, is inbox-level AI scoping something on the roadmap?Thanks!

Hi! I’m in the process of implementing Front for our Account Management team, which currently works out of HubSpot (where our Sales team also operates). I’m curious how others are using the HubSpot integration within Front to manage companies and contacts when that data already lives in HubSpot.Do you primarily rely on HubSpot as the system of record and use Front for visibility and communication, or do you actively use Front’s Accounts section as well? Are there specific use cases where you lean more heavily on one over the other?I’d love to hear how teams are structuring this and any best practices you’ve found.

HiJust setting up Front.  It seems to be taking a long time  "identifying your topics" in the set up. It’s fair to say that our email account is pretty large 28,300 sent items so would that be the reason?Maybe I’m just impatient :)Thanks 

Hi Front community,we are migrating from Freshdesk to Front and setting up our taxonomy from scratch. We need consistent reporting and automation across multiple teams, so we are trying to choose the right balance between tags and custom fields.Our main use cases are tracking client, request type, priority, and SLA category, while keeping rule maintenance and agent usage simple. In your experience, what should be modeled as a tag versus a custom field in Front when you care about long term analytics quality? Are there common pitfalls you would recommend avoiding early (for example tag sprawl, inconsistent tagging, too many fields, or fields that become obsolete)?Thanks in advance for any guidance.

Hi Front community,We’re migrating from Freshdesk to Front and are designing our workspace structure. We operate across four geographic sites, with multiple clients per site. Agents belong to a single site, and each client is handled within one site only. Within a given site, some agents support multiple clients (a shared support floor), while other agents are fully dedicated to a single client team.To clarify our current thinking, we are considering one main workspace per site for the shared support floor (where agents are multi client), and additional separate workspaces for dedicated client teams (where agents work only for one client). In this setup, does this split usually scale well for routing, permissions, and reporting, or does it create unnecessary complexity? We want to avoid excessive admin overhead (duplicated rules, inboxes, and roles), fragmented reporting across workspaces, and access control issues. If you have implemented something similar, what worke

Currently there is no way for you to filter a custom filed in Contacts or Accounts. Its already setup like a table, so a way to sort and filter would be a huge upgrade to a largely useless display. Is this in the works?

Hello,We started using the Front Knowledge Base to help the company internally. We would like to help the organization externally as well, how can Front help the customer portal information reach the customers effectively any tips? 

We are synchronizing our accounts and contacts from Salesforce to Front and are running into an issue with accounts that share the same email domain. This currently causes sync errors and prevents some accounts from being created on the Front side.Concrete exampleWe have a company, BigCompany, with three separate legal entities: BigCompany France BigCompany UK BigCompany US Each entity corresponds to a distinct Account in Salesforce.All three accounts share the same email domain: @bigcompany.com. This domain is stored in Salesforce and synced to Front.Current behaviorDuring the sync: Only one of the three accounts is created in Front. The other two fail with the error: “email domain already in use.” Expected / desired behaviorWe woul

HI! Is it possible to upload an Excel file that shows our transit time for delivery lanes into Front Knowledge base and then have that information auto-populate/suggest response into an email response based on the email containing “transit time”? 

What we covered: We walked through how to build a Connector that lets your teammates update Salesforce objects—like opportunities, cases, and contacts—directly from Front conversations, no code required. Resources:Workshop Recording (starts at 3:50) - Watch the session to learn how to set up your Salesforce Connector in just 10-15 minutes  

Is it possible to add/connect internal conversations about a company to the conversation history in Front?Example:Internal E-Mail conversation about company A should be added below without an actual contact from company A within the conversation.  

Hello, I’m using Front as our ticketing and customer ops tool, and I’m looking for a plugin that can help with spell‑checking and email phrasing. Right now, I have to copy and paste text into another website to check for mistakes or improve wording, because I find Front’s built‑in email draft tool quite poor.Ideally, I want something that will correct errors and suggest better phrasing directly within Front to avoid switching between tools.