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Community topics about Front features and workflows

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helenaCommunity Manager

published in Announcements

Product updates roundup: September - December 2024Feature

🎟️ Access ticket resolution metrics in the workflow reportYour favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for. Learn more about each resolution metric at the links below: Resolved conversations Unresolved conversations Resolution time Replies to resolution Resolved on first replyNote: Conversation stages will be gradually replaced by ticketing statuses—learn more here. ⏰ See waiting and snoozed conversations in the Live dashboardThe Live Dashboard now includes “waiting” and “snoozed” conversations in addition to “open” ones, giving support managers a full view of all conversations by status. Learn more. 🔗 New integration: SyndicoSyndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while conn

470

8 days ago

helenaCommunity Manager

published in Announcements

🧠 Weekly live office hours: Sign up now in Front CommunityTraining

Whether you’re seeking to optimize your team's workflow or master your own daily operations in Front, our live office hours are here to guide you to success. You may be familiar with them already via our signup page in Front Academy, where they used to be hosted — and now signups live in Front Community’s Events page! You’ll find the upcoming schedule of all our office hours there, so come hang out as often as you’d like. 🤓 What are office hours?Our Weekly Live Office Hours are interactive sessions where Front experts are available to provide real-time assistance, share best practices, and answer any questions you might have. This is an excellent opportunity for users of all levels to enhance their skills and leverage Front's capabilities to the fullest! 💬 Who should join?These sessions are open to all Front users. Whether you’re an admin configuring advanced settings and integrations, or an end user looking to streamline your tasks, we’ll answer any Front questions you have. 📆 Whe

670

8 days ago

helenaCommunity Manager

published in Announcements

📚New Front Academy courses: Unlock the power of your Growth and Scale plansTraining

Exciting news, Front Community! Front Academy has just launched two new courses to help you make the most of your upgraded plan. Whether you're exploring possibilities of these plans or diving into recently unlocked features, these courses are here to guide you every step of the way:✨ How to activate your Growth plan featuresLearn how to take full advantage of the standout features of Front’s Growth plan, such as enhanced analytics, AI-powered tools, advanced rules, and premium integrations. Unlock the potential to drive productivity and streamline workflows like never before.✨ How to activate your Scale plan featuresDiscover the top features unlocked with Front’s Scale plan, including advanced team controls, workspaces, and smart rules. This course will show you how to use these tools to optimize efficiency and seamlessly scale your operations.Ready to get started? Enroll in the above courses now and unlock the full potential of your Growth or Scale plan!

190

8 days ago

harryConversationalist

asked in Product Q&A

Data retention without access using macro

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?

8 days ago

bogdan_badescu

asked in Workflows discussion

Automatically adding routing rules on client demand

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 should be resolved

141

12 days ago

bogdan_badescu

asked in Workflows discussion

Migration from Google Services to MS 365

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!

121

12 days ago

Michael_BConversationalist

asked in Product Q&A

How are you managing your TikTok messages?

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?

343

12 days ago

lora_brasserConversationalist

posted in Workflows discussion

Knowledge Base Use Cases

Hey folks,We started using the knowledgebase for internal tips and tricks about Front. I’m bringing in other team members to brainstorm how it can be used across our organization internally, and where it might also be useful externally. How are your teams using the knowledgebase?

4068

13 days ago

rachidRookie

asked in Product Q&A

Create customized reports in Front to track team activity and assess productivity.

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.

191

14 days ago

vincentConversationalist

posted in Workflows discussion

maintain assignee when a conversation is moved

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

131

14 days ago

nciminoConversationalist

asked in Product Q&A

Reset Front user password?

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

121

15 days ago

riccardo_miglioriRookie

asked in Product Q&A

Sentiment based dynamic SLA

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

131

15 days ago

riccardo_miglioriRookie

asked in Product Q&A

Maintaining filters when looking for specific rule in a set

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.

15 days ago

lindsey_biggsConversationalist

asked in Product Q&A

Rules stopped working

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

1178

15 days ago

harryConversationalist

asked in Product Q&A

Domain based rule

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.

122

15 days ago

helenaCommunity Manager

published in Announcements

A guide on how Front built a support program for the whole companyResource

A good support team is more than just a safety net for customer issues — it’s the heartbeat of the company’s connection to its customers. But how do you ensure your entire organization benefits from this wealth of insight?Enter: Hop in the Support QueueOur latest guide dives into how Front’s support team created a program that bridges gaps, builds empathy, and boosts collaboration across departments.Here’s what you’ll learn:How to build a “Hop in the Support Queue” program that fosters cross-team understanding and collaboration. The surprising benefits for teams like sales, product, engineering, and marketing. Real-world results and feedback from participants, including actionable insights and cultural shifts. Step-by-step guidance to roll out your own version of this impactful program.📖 Read the full guide and see how you can start breaking down silos and making support a team effort✨ Ready to hop in? This is your chance to transform support into a strategic asset for everyone.

250

20 days ago

lifanConversationalist

asked in Workflows discussion

help for setting chatbot work flow

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.

432

21 days ago

grodwRookie

asked in Workflows discussion

Front - better notifications

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 ;)

271

21 days ago

grodwRookie

asked in Workflows discussion

Follow-the-sun and calculations

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!

131

21 days ago

emely_pieperConversationalist

asked in Get started on Front

Seein Teammate's Calender in Front

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?

341

21 days ago

GaspardFronteer

posted in Desktop release notes

Front Desktop 3.62.1

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

260

22 days ago

FelipeRookie

asked in Product Q&A

Branch by Visitor Data Doesn't Work

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?

191

25 days ago

harryConversationalist

asked in Product Q&A

Taking out the trash

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

335

25 days ago

makaylaConversationalist

posted in Get started on Front

Onboarding Teams Successfully

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!

111

25 days ago

kevinrHelper

asked in Product Q&A

Windows 11 Native ARM support

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

615

27 days ago

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