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Community topics about Front features and workflows

756 Topics
helena
helenaCommunity Manager
published in Announcements
A new North Star metric for AI-powered customer support: the AI Experience Impact Score (AXIS)
A new North Star metric for AI-powered customer support: the AI Experience Impact Score (AXIS)Resource

AI is handling more and more customer support queries, but visibility into AI’s service quality hasn’t kept up. Enter the AI Experience Impact Score: a new way to pinpoint where AI-led customer experience can be improved.AXIS breaks down AI support quality into three key components:🎯 Resolution Accuracy: Measures AI’s ability to correctly identify and resolve the customer’s issue. 💬 Interaction Effort: Evaluates how much effort the customer experiences with AI to reach resolution. 🤝 Handoff Smoothness: Assesses the quality and efficiency of the transition from AI to a human agent when needed.Front’s Head of Support Kenji Hayward came up with this new metric to share with fellow customer support leaders seeking to gain actionable insights into their AI-powered customer support and make targeted customer experience improvements. Since this is a new metric, we’re learning as we go. All feedback is welcome and encouraged! Feel free to ask questions and share results in this post. 👉 Che

1260
helena
amonesmith
amonesmithConversationalist
asked in Workflows discussion
Link vs tagging people

Hello-I am very new to Front.  It seems my company tags people to keep emails all in one place.  Is there a reason that linking them would be a better way? Or does tagging do the same thing. Thanks

361
Luke
baris_celik
baris_celikConversationalist
asked in Get started on Front
Tips and Tricks

What are some of the best tips’ and tricks for users moving from traditional outlook?

1133
amonesmith
alex_soria
alex_soriaHelper
asked in Get started on Front
Intercom Chats Don't get associated with Front Existing Contacts

Hi there,  so I have enabled the Intercom channel to manage Intercom chats on Front.Independently, we have an API from our data source to Front and have created all of our contacts and accounts, however, when a chat is created, the contact is not linked to the existing contacts.  Do I need to set up some kind of rule?I would have expected Front to authenticate the contact with what is already existing… Can I get some guidance on how to make it happen?Thank you  

282
alex_soria
kmitch
kmitchConversationalist
asked in Product Q&A
Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

1139
naila_nur
alex_soria
alex_soriaHelper
asked in Get started on Front
Tag Bulk Upload

Hi there, I wonder if there is any way to bulk upload tags from a csv? I havent been able to find anything related to it in the help centerThanks for letting me know, Alex 

561
cat_apac
helena
helenaCommunity Manager
published in Announcements
New feature: Front Knowledge Base now has login capability
New feature: Front Knowledge Base now has login capabilityFeature

We’re excited to announce a powerful and highly-requested new enhancement to Front’s Knowledge Base: login controls. Now, you can require customers or partners to log in to access your content, giving you greater control over who sees your resources.Key benefits of this feature:🔒 Enhanced security: Restrict access to your knowledge base with login requirements. 🔗 Seamless authentication: Use an external identity provider via OpenID Connect for easy and secure access. ⚙️ Customizable access: Manage visibility settings with admin permissions tailored to your needs.Take control of your knowledge base today and share the right content with the right people.💡 Learn more about this update and how to enable it here.

750
helena
helena
helenaCommunity Manager
published in Announcements
📢 New resource: framework and rubric for developing support talent
📢 New resource: framework and rubric for developing support talentResource

Customer support roles are evolving, and your top performers deserve a framework that recognizes their contributions beyond the queue. That’s why we’ve created Developing Support Talent: A Rubric for Career Development Beyond the Queue. This resource helps managers empower their teams and align unique talents with meaningful opportunities.Here’s what you’ll get:A practical rubric to track growth: Balance metrics for queue performance and strategic projects, ensuring all contributions are recognized. Retention-boosting strategies: Help your team thrive with clear pathways for growth, including leadership, mentorship, and cross-functional projects. Tips for fostering autonomy: Empower team members to take charge of their development while aligning with company goals. A focus on impact: Go beyond tasks to measure the real outcomes of off-queue initiatives like mentorship and OKR ownership. Customizable framework: Adapt our six building blocks for a senior support rubric to fit your team’s

220
helena
cole_madray
cole_madrayConversationalist
asked in Workflows discussion
Making Notifications More Prominent

Hey folks,Our CS and TS teams work primarily through our CRM software (sonar) to respond to tickets via phone calls, but we do assign out messages through front was well. However, because our team mainly “lives” in our CRM software, sometimes front assignments get overlooked. I wanted to see if anyone had any bright ideas on best practices for notification rules or ways to make notifications more prominent/ increase the likelihood a team member is aware they have messages to respond to?

844
andersen_front
B
barnabasConversationalist
asked in Product Q&A
"Sent from Front" after signature

When customers receive my emails a text is displayed under my signature “Sent from Front”. Is there an option to remove it? 

1673
justin
alex_soria
alex_soriaHelper
asked in Workflows discussion
Help with Routing Setup for Intercom Integration in Front

Hello everyone, and Happy New Year! 🎉As a new Front user, I have a question about replicating existing routing from our Intercom widget when integrating Intercom with Front.In our business, we have different profiles using the web-app chat, and depending on the profile, chats are routed to specific inboxes (e.g., chats from Profile A go to Inbox A, and chats from Profile B go to Inbox B).When connecting Intercom to Front, I haven’t been able to find a way to replicate this routing setup.Does anyone have tips or guidance on how to set up routing rules to achieve this?Thank you in advance for your help!Best,Alex

432
alex_soria
helena
helenaCommunity Manager
published in Announcements
Ask Me Anything about macros, one of our newest features in FrontEvent

Every so often, we like to host an AMA (Ask Me Anything) session in Front Community, which brings in one of our Product Managers or leaders to answer all your questions about a certain feature.  In case you missed the AMA post last wek, we’re talking about one of our newest and most powerful features: macros. They allow you to kick off multi-step automations so that all your processes stay consistent and streamlined, reducing room for error and increasing your productivity. Head on over to our macros AMA to see a video and ask your questions! 📍 Macros AMA: Create shortcuts to automate multi-step processes 

2144
cat_apac
harry
harryHelper
asked in Product Q&A
Out of Office Auto Replies

We have discovered an issue with creating/using auto replies as Front will not run rules or auto replies if in the header there is code saying auto reply.  We did not pick up on this problem till the current holidays occurred and then as we dug into it discovered this occurs whenever we are out of office as per our settings.  Some emails do come in and they receive the auto reply as intended but it turns out many have buried code in the header that disables the auto reply.  How if possible are others dealing with this issue and is there a solution or work around?The "x-auto-response-suppress": "DR, OOF, AutoReply" is placed in the email header by the sending mail server specifically to prevent auto replies from being sent in reply to their messages. 

2091
PhoebeatFront
sheona_mcque
sheona_mcqueConversationalist
asked in Workflows discussion
Printing

Hello,Is there any way to create an automation on emails, to say if it has been printed by a user? Our emails are our orders and it’s important these don’t get duplicated. If when a user clicks print, it would be great if this could be noted on the ticket?

491
andersen_front
ade_akinbobola
ade_akinbobolaHelper
asked in Product Q&A
knowledge base

Hi everyone,We’ve been using Front as our central communication hub for a while now, and one feature I’ve been exploring is the Knowledge Base. We’re a customer support team for a SaaS product, and I’ve been thinking about how we can integrate our Knowledge Base into our workflows to improve efficiency and response time.Here are some ideas I’m considering:Automating responses with canned replies: I’m looking to create pre-drafted responses based on our knowledge base articles, so when a customer asks a common question, agents can pull a response with just a few clicks.Routing tickets based on article relevance: Using Front’s rules to automatically route tickets to the right team member when certain knowledge base topics are mentioned, to ensure that inquiries are resolved by the most knowledgeable person on the subject.Internal collaboration: Having team members refer to knowledge base articles directly in Front’s conversation threads to resolve issues faster.I’d love to hear how other

1381
E
ido
idoRookie
asked in Product Q&A
starting a whatsapp conversation?

Hi All,we have integrated our business whatsapp (not through) Twilo and I was wondering how can I initiate an our going conversation? Thanks, Ido 

1662
ade_akinbobola
helena
helenaCommunity Manager
published in Announcements
Enhance cross-department collaboration with our latest insights
Enhance cross-department collaboration with our latest insightsResource

We've just released a comprehensive guide to help you break down silos and boost collaboration across departments to deliver the best support for your customers. Here are some key takeaways: Engineering collaboration: Learn how integrating support teams with engineering can lead to proactive problem-solving and a more cohesive product development process. Marketing synergy: Discover strategies for aligning support and marketing efforts to ensure consistent messaging and a unified customer experience. Product development partnership: Understand the importance of involving support teams in product development to provide valuable customer insights and enhance product usability. Operational efficiency: Find out how cross-functional partnerships can streamline operations, leading to increased efficiency and business growth. 👉 Dive deeper into these strategies and more in our full blog post: From silo to powerhouse: how nurturing cross-functional partnerships can amplify support’s imp

290
helena
helena
helenaCommunity Manager
published in Announcements
🦸 Front Rewind 2024: A year of AI-powered, customer first support
🦸 Front Rewind 2024: A year of AI-powered, customer first supportFeature

2024 was a year of incredible innovation and impact for Front customers, who collectively accomplished:📬 394M messages sent🤖 3B AI & automation actions completed⏳ 14M hours saved for teams Our customers proved that exceptional service isn’t about AI replacing agents—it’s about AI empowering them. 💪Here’s what we delivered to make it happen:100+ new features, including Ticketing, AI Answers, and Suggested Replies. Faster resolutions, smarter workflows, and tools to delight your customers. Time saved with AI and automation, helping teams scale support with ease. Looking ahead to 2025:📊 AI going beyond routine tasks to provide deeper insights.⏱️ Even faster, more personalized customer service.🤝 AI as your team’s partner, not a replacement.💡 Ready to see the full recap of how we’re building for AI-powered, customer-first support? Plus, a sneak peek of what’s next in 2025? Check out Front Rewind 2024 here. What was your biggest win this year? Let us know! 🚀

920
helena
dave
daveRookie
asked in Workflows discussion
SLA rules not applying to tickets that come in after business hours

I have set my company SLAs for 4 hours and a warning at 3 hours. The team operates from 9 am to 740pm EST. When tickets come in outside this window, no SLA rules apply to them. When I read articles, it says that if a ticket comes in, say, 1 hour before the end of business hours, then the next day, you will have 3 hours to answer before the breach, but this is not working for me. Any insight is appreciated. 

1001
meganatencamp
Front User
Front UserFronteer
asked in Product Q&A
Show accounts pinned on your sidebar

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

1513
cat_apac
aniko_lorincz
aniko_lorinczConversationalist
asked in Workflows discussion
Move email to a shared inbox with Comments

Hi All,I am curious to know how you handle emails that needs to be moved into a shared inbox with lengthy comments? Is there a maximum number of letters capacity? Is moving emails with comments the best practice when handing over partially actioned emails to another team? Or @mention works better?Thank you

1091
cat_apac
harry
harryHelper
asked in Workflows discussion
Group Contact

Is it possible to create a group email contact (several email addresses in one group) which you can then send an email out with?  What I’m trying to achieve is a team list of contacts that I could enter the group name in a new email instead of each individual person.  Same process with adding a comment under an email could one use a group contact?

544
harry
rachid
rachidRookie
posted in Get started on Front
Number of mails processed

How can I find out how many e-mails have been processed by my team? Note that an e-mail can contain several replies, so how can I find out how many e-mails have been processed by each member of  team? 

521
Sadie
benc
bencEnthusiast
asked in Product Q&A
Reconnecting Google

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect.  When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again. 

2292
G
helena
helenaCommunity Manager
published in Announcements
Interview: How Front’s Head of Support built the company support culture
Interview: How Front’s Head of Support built the company support cultureResource

At our annual signature event, Frontlines, we hosted an industry panel of CX leaders about how they built customer-first organizations. Front’s own Head of Support, @Kenji Hayward, moderated the conversation. Kenji and I started at Front around the same time (he was my manager for many years, actually) — so I know firsthand the wealth of experience and knowledge he has. And so, as an extension of his panel that he hosted, I wanted to ensure we get him in front of our community to talk in-depth about how he built the strong company-wide support culture here at Front, including:The early days of the support team at Front Mistakes made when trying to involve more of the company in providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoye

3665
helena

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