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Community topics about Front features and workflows

403 Topics
Libby_Royal
Libby_RoyalConversationalist
asked in Product Q&A
Best platform to integrate for SMS messaging?

Hi! My name is Libby and I work for a property management company. We are diving into utilizing Front as a communication solution for our Owner Liaison team (aka client relations team), who work directly with the home owners for our rental properties. We currently operate using individual cell phones and personal phone numbers. While this works just fine for us in the day-to-day, it creates challenges when a team member leaves or a home is assigned to another team mate. We want to incorporate a platform that will sync with Front for calling and texting with owners, so we have a reference record of those communications as well.We are looking into Dialpad, but that seems to require all of the team to change their phone numbers or go through a lengthy porting process.Does anyone use a program that allows you to use an existing phone number for this purpose?

1
cat_apac
20 days ago
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?

3
Libby_Royal
24 days ago
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

4
bbay
24 days ago
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 

610
helena
26 days ago
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! 🚀 

1400
helena
30 days ago
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

820
helena
30 days ago
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?

1
helena
30 days ago
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!

4
H
1 month ago
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 

1
PhoebeatFront
1 month ago
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

1
sadie_mcdaniel
1 month ago
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.

2
Andy
1 month ago
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? 

1
JohnW
1 month ago
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

7
cat_apac
1 month ago
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  

2815
anthony_galleran
1 month ago
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!

3
angus
1 month ago
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?

1
cat_apac
1 month ago
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?

2
mhumphreys
1 month ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Front-end data analysis.

Hello, esteemed Front community,In my desire to monitor my own performance, I wanted to understand how to interpret the data obtained through Front analysis, what it relates to in my case, and how to improve processes to have a clear vision of my activity.How can we balance workload and response times within the team to ensure both operational efficiency and customer satisfaction, considering individual differences in handling and response times of team members?Interpretation of DataMessages sent: 30 Average reply time: 59m 20s Average first reply time: 1h 14m Average handle time: 6m 17s Archived conversations: 45Methodology of Calculation and Definition of Indicators Messages sent: Definition: The total number of messages sent by Agent A in the specified period. Calculation: All messages sent by Agent A within the specified time frame (July 16-22, 2024) are summed up. Reply time: Definition: The average time it takes for Agent A to respond to received messages. Calculation: (Total

1
sadie_mcdaniel
1 month ago
Gaspard
GaspardFronteer
posted in Desktop release notes
Front Desktop 3.57.5

Updates Electron to v30.2.0 Limits the type of permissions that plugins and integrations can request to strengthen security.

0
Gaspard
1 month ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Utilizing Chatbots for Customer Responses and Order Processing

Hello Front Community,In an effort to streamline our customer service processes and enhance efficiency, we've been exploring the use of chatbots to handle customer inquiries and process orders. Here's an overview of our approach and some insights into how we monitor customer satisfaction using Service Level Agreements (SLAs).Utilizing Chatbots for Customer Responses and Order ProcessingChatbots for Customer InquiriesWe have implemented chatbots to manage routine customer inquiries. These chatbots are programmed to provide instant responses to common questions, freeing up our human agents to handle more complex issues. This not only reduces response times but also ensures that customers receive prompt assistance at any time.Automated Order FormsOne of the key functionalities we've developed is the use of chatbots to process customer orders. When a customer sends an email with an order, our chatbot extracts essential information such as:Order details Weight of the goods Origin and destin

0
bianca_stefan
1 month ago
daniel_smith
daniel_smithRookie
posted in Workflows discussion
Customer Success Rules

Hello, Curious if anyone has seen any rules (outside of the “standard” rule set that really helps CS teams perform well? I am aware of the SLA features and love those, but any creative workflows or sequences anyone has seen work really well for Customer Success teams?

7
razvan_anghelescu
1 month ago
helena
helenaCommunity Manager
published in Announcements
[Free template] How to build a customer service QA scorecardresource

If you’re only tracking CSAT and NPS, you’re still missing a critical metric to fully understand customer service.Your internal quality score (IQS) helps you understand the quality of the conversations between your customers and your customer service team. Model your internal QA process after our award-winning support team and learn:How to set up a QA process using a scorecard — template included! How to measure your internal quality score (IQS) Why IQS is important to track alongside other customer service metrics like CSAT and NPS📌 Steal our template here.

881
JohnW
1 month ago
aaronm
aaronmRookie
asked in Get started on Front
Organize Snoozed emails by Received Date

A way to organize snoozed email order based on the actual date received and not on snoozed date/time (and make that the default and you can toggle to snooze if you prefer it)

1
sadie_mcdaniel
1 month ago
jessejin
jessejinConversationalist
posted in Workflows discussion
Slack Front Utilization

Hey Folks, What is the best way to utilize front when also using a ticketing system with slack? How do you utilize slack to integrate with Front? 

4
mary
1 month ago
Rubil
RubilEnthusiast
asked in Get started on Front
Slack Integration - Rule Set

Hello,  I am trying to convert a rule (send to slack rule) into a rule set, so it can be replicated for different mailboxes.However, I keep getting “an error occurred during conversion” Anyone has experience with this? Thank you

1
cat_apac
1 month ago

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