Front users

This may be a long complicated question but we are hoping for a simple answer.  We have emails coming in that need to be escalated to a higher tier.  We have a macro that performs the flow of tagging, moving and assigning which works correctly.  We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email.  The original email comes in to our team and they determine if it needs escalation and activate the macro.  We would like the original email to be retained by the team should they need to reference it.  At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them.  So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

Hi folks!    I'm looking for a solution for automatically adding routing rules on demand. As an example, lets say rob@work.com sent an email to Operations Support requesting he recieves all emails from alex@work.com. Usually this task would belong to me and take a considerable amount of my time that I could be using on other requests. I was thinking that a rule could take care of that by checking the emails from a specific inbox dedicated to this task for the author's email address, the email address he wants to be bcc'ed in and the confirmation of intent from keywords like "reroute" , "bcc" etc. , after that sending me or the team a simple approval request for the rule creation so I can check out the rule and request for human validation or make modifications to the rule based on the requesters needs, thus streamlining the workflow.     Do you know if this is possible at all or even a good idea? I do have some concerns about the privacy aspect but I'm thinking those sho

    Hi everyone!    We are looking to migrate from Google Services to Microsoft 365. What would be some tips for a smooth migration so our workflow doesn't get interupted? Is it something that can be resolved in Front or will it be a task for the IT team?Thank you in advance for your knowledge! 

From what we can tell, there is currently no way to link TikTok messages to Front. A handful of other apps are starting to do this. Curious how the community is dealing with messages from TikTok?

Hello, I hope you're doing wellI've just read all the details about the reporting part in Front and would like your help.What I noticed is that Front calculates the number of messages. My question is: does “message” in Front only mean an email, or does it encompass something else?To give you some context, we're a company and my job is to create custom reports for the business. I want these reports to give me more visibility into the team's activity. My goal is to be able to generate a report that gives a clearer picture of the team's day-to-day activity. For example, how many mails have been received and processed, the period during which the number of mails has increased or decreased, how many mails have not yet been processed, and any other details enabling me to assess the team's productivity during the day.Can you tell me how to go about creating this type of customized report?Thanks. 

Hello, It would be cool to keep the assignee when moving a conversation from one shared inbox to another shared inbox (or add this option in the rules options).(I got an answer from Front Support Team and they confirmed that this is not possible yet) Vincent

Hello - Is there a way as a Company admin to reset a user's Front password?

Hi, is it possible to dynamically change the SLA for a conversation based on the sentiment of the messages?

Hi, can’t the filters I set when i look for a specific rule in a large set remain active if I open one and then go back? Otherwise I always have to insert them again.

Hi guys!  Some of our rules have stopped working. Any idea why this might be, and how to restore their functionality?   

Is it possible to create a rule based on a domain only?  We receive emails from Facilities which have numerous staff emails that are all based on a single domain.  We would like to create a rule based on one domain for a facility and not a rule for every staff email from it.

Is it possible to set up the chatbot with the following workflow?After 5-10 minutes of no response from the user following our last reply, the chatbot sends a follow-up question: “Do you have any further questions?” If the user does not respond to the follow-up question: Automatically send a survey to gather feedback from Front. If the user responds to the follow-up question: Continue the conversation without sending the survey at that time.

I wanted to share with you a certain automation we have done locally and also ask you if perhaps I am overengineering it and there is a better way to proceed.What I don’t like about Front (and it is literally the only thing I genuinely consider inferior) is its notifications - for me the popup shows for too short and is sometimes hardly noticeable.So what we did is we implemented an automation, that runs every 2 minutes checking recent Front comments and searches for “@-mentions” in them. Whenever it spots one, we connect to Webex via its own API and send a notification to a user corresponding to the Front user, letting him or her know that there is a message waiting. It works much, much better and I love that solution.Now, perhaps there is something similar already in Front that I missed? I was looking for IFTTT integration, but failed to find it, so built our own ;) 

Hi Folks,A question regarding your best practices - our team follows the follow-the-sun principle, meaning that we have members in most time zones and the conversation is passed from one to the other. Now, as we all know things such as SLAs or resolution times are calculated within business hours only. So do you know how Front calculates that given the principle I mentioned earlier? At the same time, I wanted to use shifts to understand who is available at the given moment. Finally, how do you handle holidays? Do you know of a way to exclude certain day from business days for given group of users? Tried using the Calendar feature, but couldn’t figure it out…Thanks!

Hi! We recently switched to Front and used to use the function in Microsoft Outlook a lot, where you can see other peoples shared calenders. Super handy of course. I couldn’t find this in Front however - is it possible to see your and your teammate’s calender next to each other to find a time slot? 

Updates to Electron v32.2.5 Fixes a crash when launching application on macOS Big Sur or older.

I have created a chatbot conversation flow using the "Branch by Visitor Data" blocks. However, the conditions "If Name exists" and "If Email exists" always evaluate as true, even when I initiate a conversation from an incognito window and no name and email are passed during the chat initialization. Additionally, in some cases, customer names are prefilled with a UUID string.This chat is running on top a Shopify store and no matter if a customer is logged in or not, the message in green is aways presented.How can I avoid that issue? 

Is it possible to take out the trash?  There seems to be no way to delete the emails in the trash bin or clean it up.Thanks,Harry

Hello everyone in the Front Community! I'm thrilled to share that I've completed the Front Certified Admin training courses and am eager to leverage Front's capabilities to enhance our customer communication, agent user experience, and detailed analytics reporting. Our company, a large entity with multiple communication platforms, aims to improve the onboarding process for our teams gradually. I'm curious to learn about the strategies you've found successful in transitioning your teams to Front. Thanks for any advice you can give!

About to order a Snapdragon powered surface laptop 7, Is the front Desktop app setup to natively run on ARM on windows?