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Community topics about Front features and workflows

672 Topics
helena
helenaCommunity Manager
published in Announcements
Front’s live Support Report: a real-time look at our service levelsResource

We’re all about delivering top-tier customer service, and we’ve taken it a step further by making our core metrics public. Our support team doesn’t just meet industry standards—they exceed them in response time, reply rate, CSAT, and more. By sharing these metrics, we hope to lead with transparency and help to set a higher standard for the industry. And yes, we achieve these results thanks to Front. 📌 Check out our live Support Report page as we continue to push the boundaries of what great customer service looks like.  

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helena
helena
helenaCommunity Manager
published in Announcements
Product updates roundup: June - August 2024Feature

In case you missed it, here’s a recap of all the exciting new features from the last few months 🚢 Subscribe to product updates and announcements so you don’t miss a thing! 🇫🇷 Front Chat now supports FrenchFront Chat (including AI Answers) is now available in French 🇫🇷You can set a chat widget to be in French in your chat settings and all text will be automatically translated into French. With this update, chatbots now also support French so the full experience will be consistent. Additionally, the French version of AI Answers is now in open beta. AI Answers instantly resolves chat inquiries with responses written by AI, sourced from your knowledge base. This lets your team save time on simple issues and deliver faster resolutions to customers.Learn more about Front Chat and AI Answers. 📚 Power suggested replies with an internal knowledge baseYou can now select an internal Front knowledge base as the source for suggested replies. With suggested replies, your team can:Let AI craft

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helena
Amélie
AmélieConversationalist
asked in Workflows discussion
Tag set ups, tips and tricks

Hi Front experts!I am onboarding my teams in Front, and I would like to know more about your experiences with Tag. Do you have different tags coming up in one conversation? if so, what does your SLA Dasbhoards look like? What would be your recommendation on tags management and the most effective way? My team has asked me to set up many tags, and I am not sure yet if we will all use them… Any insights from your experience? ThanksAmélie

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D
berna
bernaConversationalist
asked in Get started on Front
Sort conversations from chatbot

So we integrated Front chatbot to our website and we want to be able to do the following things:export conversations we received from this inbox per week identify topics that is most talked about, better to have this highlighted in a report What would be the best work around to make this happen.

471
Andy
athomas
athomasHelper
asked in Product Q&A
Macro Feature - Signature

I just recently started creating Macros for my team and one thing that we noticed is that when we respond to our customers using the macro function (using one of our templates) it does not use a signature. Is there any way that when replying using the macros that it defaults to the user signature? Example below: We would like to see our company signature after “Thank you for your patience”  

1063
justin
alice_walmsley
alice_walmsley
asked in Product Q&A
Best tool shared inboxes

What is the single best Front tool you use for effectively managing shared inboxes?

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Javier - Developer Relations
Candice
CandiceRookie
asked in Product Q&A
Getting contacts from Front into Pipedrive

Our company is a long time Front user but we are now hiring a Sales Team and trying to Integrate Pipedrive. We’re trying to figure out the best way to get our contacts into Pipedrive with the least amount of manual entering. Any suggestions or tips on how to do this most effectively?

231
cat_apac
b_pozzi
b_pozziConversationalist
asked in Product Q&A
Formatting options in rule set

Hello,As you have put a restriction in number of rules, I tried to create set of rules to reduce the unique rules.Formatting options are available for unique rule as you can see below, but are not available for rule sets. I cannot organize properly auto comments in rule sets. Line break is not possible and all information are completely mixed.Unique rule: Rule set:  How can I arrange that? Have you planned any correction?Best,Benjamin

1163
b_pozzi
helena
helenaCommunity Manager
published in Product Q&A
Macros AMA: Create shortcuts to automate multi-step processesAMA

With macros, your team can perform several actions at once with the click of a button. The options for codifying your business logic are endless: macros are completely customizable to your needs. From handoffs to escalations to updating other systems (coming soon!), macros make it easy to ensure processes are followed and issues are resolved in a flash. If you want to know more, here’s your opportunity! We have our macros Product Manager, Fred Bidot, here to answer all your questions about macros and how they can accelerate your response times, speed up your workflows, and reduce onboarding and training time for agents.  If you haven’t had a chance to see it yet, here’s a look at how macros work:  Check out these additional guides to help you get set up: Course: Accelerate your workflows with macros Article: Use macros to accelerate your workflows Article: Macros best practicesFred will personally answer your questions on Monday, August 19 – and we’ll ensure any questions thereafter co

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fred_bidot
marcus_peterson
marcus_petersonEnthusiast
asked in Product Q&A
Vertical Monitor set up

Hello, Some of our associates prefer having their monitor set up vertically for the monitor they have email open on. In Outlook, you can change the reading pane to be on the bottom instead of the right, making it easier to read. Is there any way to change the orientation of things in Front?

2513
cat_apac
heather_hendricks
heather_hendricksConversationalist
asked in Product Q&A
Using Dialpad with Front

What are the benefits of using Dialpad with Front? I’m mostly looking for a feature we can enable for SMS messages, but am interested in learning other possibilities. Is there an article I can read more about this?

1823
Libby_Royal
marcus_peterson
marcus_petersonEnthusiast
asked in Product Q&A
Dynamic Objects with Mcleod TMS

Greetings, I understand that Front supports the integration of dynamic objects with TMS software. However, I would like to inquire if it is specifically compatible with McLeod TMS for our company's use. Thank you for your assistance. Best regards,  Marcus

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bbay
helena
helenaCommunity Manager
published in Announcements
Two courses to help you seamlessly transition from Gmail or Outlook to FrontResource

We’ve launched two brand-new courses designed to help your team make a smooth and successful transition from Gmail or Outlook to Front: 1️⃣ Transitioning from Gmail to Front2️⃣ Transitioning from Outlook to Front What you'll learn:Understanding cutover: Get a clear understanding of what a cutover is and how it impacts your transition. Preparation steps: Learn how to properly prepare your Gmail/Outlook accounts and associated groups to ensure a flawless move. Launch with confidence: Equip your team with the knowledge and tools to make the switch with ease.These courses are designed to set your team up for success, minimizing disruptions and ensuring a seamless transition to Front. Ready to get started? Dive into the courses now and take the first step toward a more efficient and collaborative workspace with Front! We can’t wait to see you excel with Front! 🚀 

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helena
helena
helenaCommunity Manager
published in Announcements
Live Dashboard for real-time visibility into your business operationsFeature

We recently launched a new feature to help you track all the conversations happening in real-time. Keep your team in sync with the new Live Dashboard, offering real-time insights into open conversation queues to ensure quick responses, improve efficiency, and provide support when needed. With the Live Dashboard, you can:Monitor key metrics instantly: Track open and unassigned conversations by inbox, helping your team manage workload effectively. Spot and resolve bottlenecks: Detect slowdowns as they happen and allocate resources where they're most needed. Assess team performance: See how conversations are distributed among team members to identify those who may need extra training or support.This feature is now accessible to all company and workspace admins on the latest Growth plan or higher. Head over to Analytics to explore it! Learn more in this article. Additionally, we’ve updated your Analytics sidebar for easier navigation. You’ll now land on the new Workload report, which conso

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helena
S
stella_ighodaroEnthusiast
asked in Product Q&A
How to Send Bulk Messages

Hello, We are currently having a downtime and need to send the same message to everyone who has contacted us. Is there a way to send a bulk message in Front?

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helena
angus
angusConversationalist
asked in Product Q&A
SLA trigger when moving message to new conversation

I’m trying to get a support team to follow the best practice of “if it’s a new query, move it to a new conversation”. However, when they do this, a reply time SLA is not triggered, which I would expect to happen as a new message has been received, and a new conversation created (manually). Is this a gap in functionality or an error? Thanks!

2074
H
gch
gchConversationalist
asked in Product Q&A
Understanding WhatsApp pricing

Hello everyone, I am a bit confused by the pricing of WhatsApp. The comparative table states that WhatsApp is available on all plans with third-party integration (I understand this refers to Twilio). However, there are no comparisons showing how to have the Front version. Only at checkout I find out I need the growth plan and additionally to buy 70 USD worth of credits. Are these credits on top of 1000 monthly free credits that WhatsApp provides ? Thank you for your time.George 

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PhoebeatFront
gch
gchConversationalist
asked in Product Q&A
Receiving and sending voice messages on the mobile Front App for WhatsApp

Hello everyone, Is it possible to receive and send voice messages in the Front App on mobile when using the WhatsApp channel ? Thank you. George

951
Sadie
ebau
ebauEnthusiast
asked in Product Q&A
Grammarly Gone

Hello,I’ve noticed that the “compose with AI” spelling and grammar tool offered in Front is very inconsistent. It generally catches spelling errors, but the grammar and punctuation check leaves a lot to be desired. When it isn’t functioning, sometimes it will work if you highlight the content and then do the spell check. Though, sometimes even this trick doesn’t work.With Grammarly no longer supporting Front integration, is there any advice out there? My work solely relies on the app and not web browsers for their emails. It would be awesome if Front were working to improve this.

1542
Andy
alice_walmsley
alice_walmsley
asked in Get started on Front
Communication with non-Front user in your company

Hi, new to Front. :) @mentioning teammates in conversations seems to be one of the best ways to communicate with other Front users in your team but how do you best communicate with teammates in your company from other departments who are not Front users? 

1261
JohnW
ChrisTheLight
ChrisTheLightConversationalist
asked in Product Q&A
Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part.  I want to authorise a user based on their email address they submit.  I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

927
cat_apac
helena
helenaCommunity Manager
published in Announcements
On-demand: How to scale delightful customer experiences with self-service supportResource

Make self-service your customer’s most loved form of support.Join us with customer experience experts, Maxime Manseau (Birdie), Susana de Sousa (Ex-Loom, Airbnb), Nisha Baxi (Gong), and Kenji Hayward (Front) to learn how to transform your self-service support into delightful experiences. In this webinar, you’ll learn: How to create personalized, valuable experiences that lead customers to success How to scale support through self-service channels and streamline for faster resolutions How to measure the performance of your self-serve resources  

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anthony_galleran
angus
angusConversationalist
asked in Product Q&A
Time to First Response as an SLA

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

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angus
mhumphreys
mhumphreysConversationalist
asked in Product Q&A
Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

351
cat_apac
mhumphreys
mhumphreysConversationalist
asked in Product Q&A
Microsoft Teams plugin

Is there a Teams plugin in available or any plans to integrate it in the future?

1172
mhumphreys

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