Front users

Community topics about Front features and workflows

368 Topics

P
pstosConversationalist
asked in Product Q&A

Reminder for teammates to use discussion, not email

We have recently started using Front for our Sales team, and we’re trying to only use discussions for internal communication. However, people tend to forget, and still send email internally. I seem to remember that there used to be a little message popping up in the composer when an internal email address was added saying something like “try @mentioning your teammate instead”. Some kind of warning here would be great, is this still available?

1
Luke
9 months ago
cathryn
cathrynRookie
asked in Get started on Front

Does a New Account Get Created with Contact Important?

Hi all,I’d like to upload a list of contacts into Front — am wondering if a new Account will be created if the CSV file has a column for account?Thanks so much,Cathryn

3
helena
9 months ago
Front User
Front UserFronteer
asked in Get started on Front

Contact syncing / import

I’m new to Front and have a bunch of contacts. How do I get them into Front?

5
sgarza
9 months ago
helena
helenaCommunity Manager
published in Product Q&A

AMA with Front's Head of Customer Support, Kenji HaywardAMA

We’re back with another exciting AMA, this time with Front’s Head of Customer Support, @Kenji Hayward! We know many of you run your support teams on Front, so we’ve invited Kenji to answer all your questions about how we’re able to run an award-winning, yet very lean, support team fully using the power of Front. You might’ve even written in to our support team yourself and experienced the fantastic service they provide! Fun fact: I was the second hire on our support team years ago, and have worked with every person on the team since then, so I know first-hand how great they are — I will always have a special place in my heart for support 😃 But don’t just take my word for it — here are a few stats about our support team (which we also continuously update on our website):We’ve had a 97% CSAT rating over the last 3 months, but this stat has been consistent over time, with many 💯 CSAT months (we wrote all about it here) Our email response time is 2h 9m 18s Our live chat response time is

184219
futureproof
9 months ago
helena
helenaCommunity Manager
published in Welcome & resources

Front user demo in Chinese 中文Video

Does your team or part of your team work in Chinese? This recorded training will give them everything they need to understand how Front’s key features will transform their work.  

290
helena
9 months ago
helena
helenaCommunity Manager
published in Workflows discussion

Product Demo: Front for Travel ManagementVideo

Great client service and support are critical for travel management companies to manage complex itineraries or unexpected issues. As more businesses consider incorporating chatbots, AI, and automation into their workflows, the risk of developing an over-reliance on technology can hurt a brand’s reputation. How do you empower teams to deliver a great experience through personalised service without compromising operational excellence? Watch our product demo to see how leading travel companies can:  Categorize and route messages automatically Manage, update, and respond to client itineraries faster Measure agent performance and customer satisfaction  

710
helena
9 months ago
wmoore
wmooreRookie
asked in Product Q&A

Archiving emails from boxes

I have tried to find this, I am sure it is easy I just can’t find it.We have a shared Team inbox, its for our emails, we actually have one for our messaging too.  Now here is the problem. Say I am in the inbox I respond to customer and archive.  Our other users still see it as open in the inboxI have looked up and down for settings I can’t figure out how to change this behavior.When we archive from the shared inbox we need it archived from there across all agents, I am sure I am missing it and it is super simple :) 

2
jessye
9 months ago
nicholas_passalacqua
nicholas_passalacquaConversationalist
posted in Workflows discussion

Team Groups

I was wondering if anyone had suggestions as to the best layout of Team groups, Managers / Leaders / associates.

1
lora_brasser
9 months ago
D
djarvisRookie
asked in Workflows discussion

Shared Inbox

How do you un-share an email string from a shared inbox.

2
nicholas_passalacqua
9 months ago
cgiles
cgilesRookie
asked in Product Q&A

Workspace Rules - Forward To actjk

The Frontapp workspace rules action currently has Forward To as a valid selectable action. This action is intended to forward the conversation to a configured email address. However, if the source of the conversation is not of type email, the action is skipped. There is currently no hints, documentation, logs, or indication that this action is not supported or that the action only works when the source of the conversation is email. The user interface presents itself as a included feature and silently fails.  

1
sadie_mcdaniel
9 months ago
D
djarvisRookie
asked in Workflows discussion

Sub Folders

Can you still make sub folders or has this function been taken away?

1
sadie_mcdaniel
9 months ago
D
djarvisRookie
asked in Workflows discussion

High Importance for Emails

Is there a way to send an email as “High Importance”?

2
Cori
9 months ago
Adam_just_Adam
Adam_just_AdamConversationalist
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.

3
Adam_just_Adam
9 months ago
K
KmerawConversationalist
asked in Product Q&A

How to make a knowledge base available in more than one language

Hello! I am getting started on creating an internal knowledge base (and an external one later). Both our staff and customers are dominantly either French or English speaking, is there a way to make the content of a knowledge base accommodate different languages without manually creating the same content in both French and English? Thank you for any help!

1
Javier - Developer Relations
9 months ago
daniel_smith
daniel_smithRookie
posted in Workflows discussion

Extracting Dates

Hello, I know extracting dates from the message body is not currently built in to Front, but curious if anyone has any workarounds? I can extract the date as a string and then convert to a number but having trouble pulling it all together?Would love to take this: 08/12/2023 and say if within 30 days do X action, otherwise leave alone.

1
Javier - Developer Relations
9 months ago
moe_corona
moe_coronaConversationalist
asked in Workflows discussion

Combining Shared Inboxes Into Consolidated Channels

My group specifically had multiple shared inboxes created for our different customers that were ported into Front. Our current setup has each shared inbox routing into its own channel. I have a thought to combine certain shared inboxes that are managed by specific teams into consolidated channels. Has anyone in the Front Community had success with this?   

3
helena
9 months ago
Jeff
JeffConversationalist
posted in Workflows discussion

Best way to handle customers replying to old threads for new cases

Hello,It seems the default action is for Front to simply place a reply on an old thread back in to Assigned to me box.In the past we have seen a customer reply to an old thread for a new request, and for one reason or another the reopened thread in Assigned to me was missed by that person.It seems like within Edit Rule, there could be a condition if Archived to send it back to unassigned. I have tried a few combinations but nothing clicks.Ideally, if a conversation is Archived, and a reply reopens it, it goes back to the unassigned box.Thanks for any guidance.

9
Rik
9 months ago
Philippe_RC
Philippe_RCConversationalist
asked in Get started on Front

Is an API required to trigger tasks creation in Hubspot?

We are using hubspot for most of our current automation and processes. Can I use a automation rule to generate a task in Hubspot when XYZ conditions or do I need to create an API for that? 

1
cat_apac
9 months ago
Philippe_RC
Philippe_RCConversationalist
asked in Get started on Front

Can an action be to create an email using IA

I know that it is fairly easy to setup automation and have an automatic reply using a template but is it possible to trigger an action that would generate an IA answer and have it saved as draft for a teammate review before sending? 

1
helena
9 months ago
Enricoflammini
EnricoflamminiRookie
asked in Product Q&A

Multiple areas

Is it useful to use multiple areas to manage 160 users divided across multiple operating units?

1
PhoebeatFront
9 months ago
Enricoflammini
EnricoflamminiRookie
asked in Product Q&A

Problem with dynamic object

With dynamic objects can I link an ID that is not part of the link?

1
justin
9 months ago
Enricoflammini
EnricoflamminiRookie
asked in Product Q&A

Move rules

How can I move a rule from Area A to Area B?

1
PhoebeatFront
9 months ago
vliban
vlibanRookie
asked in Workflows discussion

Confirmation/Cancel template integation

We are trying to streamline our process in sending confirmation to clients. Is there an app or plugin we can use to integrate to our template where client can just click a button to confirm or cancel?Let me know! Appreciate any feedback or suggestions. Thanks!

1
Javier - Developer Relations
9 months ago
tiana
tianaConversationalist
posted in Product Q&A

Monday.com integration and workflow

Hello! Has anyone been using the Monday.com integration in your sidebar? Are you finding it useful? Time saver? How are your teams using this feature as it relates to Front? Some of our teams are heavy Monday.com users and some moderate users. Some of our team does not use this at all, they have no need and no access. So given all the levels our team experiences, I am trying to find the best uses for this across the board. 

6
robby_p
9 months ago
HarryWF
HarryWFConversationalist
asked in Workflows discussion

Context Link Implementation - Order number not present in URL

Hi all!I’ve tried working with context links and I’m a bit stuck. I’m trying to build one that pulls our Shopify order page, using the order number. The format is Order #XXXXX.  The main issue I’m having is that the order number appears nowhere in the URL, they seem to differ quite a lot. I’ve poked around on Shopify’s forums trying to figure out an alternative but I’m a bit stumped. Any advice would be appreciated! 

1
Luke
9 months ago

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