Front users

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.  

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 th

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

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.

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”  

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

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?

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

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?

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?

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 distribu

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?

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!

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 

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

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.

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? 

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

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 w