Front users

Hi! Does anyone have any information on how the auto-tagging works? What is it looking for? We just set Front up and it’s pulling in newsletters under the Sales Response tag.

Would be wonderful if we can track AI usage in the analytics ? We pay for this feature and we have no idea how our colleagues use this new crazy feature. Are you planning this in the roadmap for the coming weeks ?  

Our current workflow has been designed so that emails are routed to a shared inbox based on custom account fields and then assigned back to the inbox owner. We often have email chains that have multiple recipients.Example below:3x users that are recipients + 2x users that are cc’d = Up to 5 copies of the email in the shared inboxThis has caused issues with merging and email assignment which has led to:- People missing emails because they have been archived - Multiple internal threads across the different copies- Half of the copies auto-merging and the others remaining seperateAnother thing to note is that email ‘assignee’ often changes as different people will respond within the same chain.What workflow automations / changes could work to solve this?

Hi everyone,I'm encountering a problem with how Front handles new email addresses from our clients in conjunction with Salesforce.Here’s our setup:We use Salesforce to store all our contacts. These contacts are then imported into Front as shared contacts.The issue arises when:A new client emails us, or an existing client emails from a new email address.Front auto-creates a new contact for this email address.When we update Salesforce with the new email address, it does not merge with the existing shared contact in Front. Instead, it remains as a separate contact.This results in duplicated contacts and can cause confusion within our team.Has anyone else experienced this issue? If so, how did you resolve it? Any suggestions or workarounds would be greatly appreciated!Thank you!

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 to stay in-the-know!📞 New integration: KrispCallWith KrispCall, you can instantly obtain toll-free, local, mobile, and national phone numbers in over 100 countries, enabling immediate calling and texting capabilities. KrispCall’s integration with

Google is deprecating Business Messages on July 31, 2024. Due to this deprecation, Front is removing the Google Business Messages channel on July 8, 2024. If you are using this channel, you will have until August 15th, 2024 to close out or move existing message threads in Google Business Messages. You will continue to have access to historical conversations in Front until you delete the inbox in Front. The channel will continue to live in your settings and inbox until the channel is removed and the inbox is deleted.  Leave a comment if you have any questions or con

how to end a conversation from admin or user end? if the user wants to start a new chat, or the admin wants to end the chat from that end

Hello everyone,  I don’t know if anybody can help here, but I’ve got blank “auto reply” from our shared inboxe that we don’t where it come from. So, if you’ve got any idea where I can start to search about this subject, I take it ^^ Thanks and have a nice day  

I am constantly asked to stop sending my messages at night.I can choose for each and every message a ‘send later’. But I would like to be able to have a global rule to ask to stop sending messages until xx:xx am. Tt would be possible to bypass this rule for specific messages.  

{{recipient.first_name}} Pulling Entire Name IssuesSpacing them evening Have tried using dashes, parentheses, quotes, etc. When a recipient has a longer name that includes details we like to track, the {{recipient.first_name}} variable ends up pulling the entire contact name, not just their first name. Then, if I remove the full name and have it just First + Last name, {{recipient.first_name}} behaves correctly again.In the example below, the contact details, the first name, and initials show up just fine next to the account details. This glitch only affects about 20 out of our 100+ contacts that we are doing this for, but it makes our automated messages look super robotic.Any ideas on how we can fix this?Example is using this template:“Hi {{recipient.first_name}}, great news! We’ve received your signed contract and are excited to start working with you :)” 

During the presentation yesterday, they talked about Front drop in office hours to ask questions. I can’t find a link or anyway to sign up. Any suggestions? Thank you!

What happens when a customer engages with AI Answers and the answer is somewhat off, but the customer either self-selected that the answer was helpful, or they dropped off so it was counted as a resolution? Will that skew future AI Answers for similar questions? My worry is that if an answer is logged as a “resolution” (even when the answer is not ideal) then AI Answers will continue to use that answer in the future. My hope is that the Knowledge Base is the only source of truth and AI Answers always scans the Knowledge Base for a fresh answer, and does not leverage prior answers that it has sent in the past. When I’ve found answers that were slightly off but counted as resolutions, I’ve made updates to our Knowledge Base, and I’m hoping that was all that is needed to give AI Answers a better shot of answering more correctly next time!

As an admin, it will be very usefull to have a way to investigate where a message is. Sometimes agent applies macro that will move messages to another box with restricted access and users can’t understand. As an admin, I wish to be able to past the message ID to retrieve where it is and give to informations to my team 

I've been setting up a demo to test email aliases using an external SMTP. We want to ensure that a copy of every sent item is saved in our original Gmail inbox. To achieve this, I tried setting an auto BCC back to our inbox. However, this results in each outgoing message appearing twice in the thread: once as the sent item and again as a received message due to the BCC. I have the following questions:a) Is there a better method to achieve our goal without duplicating messages?b) Can we set up a filter to prevent certain messages from appearing in the inbox? We can't use the BCC filter rule because the email headers don't seem to include a real BCC header.c) Which emails in gmail are front importing? Is there any kind of filter I can set within gmail for emails I do not want front to import altogether?  Thanks for your help!

Updates Electron to v29.4.2 Improves default language selection for spell check on Windows

We uploaded our custom fonts to our knowledge base, but it affects ALL the text, which makes the body text harder to read. It would be nice for either the uploaded custom text to only affect the header text or for us to be able to choose.  

Currently the Slack integration does not work with sending outbound messages (new messages, not threads) since these outbound messages are not attached to a mailbox. How can I make it so these outbound messages send to Slack?

We would like to avoid using customer mailboxes as Front suggests, but still want to view each customer’s messages on a per customer basis in our sidebar by default. How would we go about achieving this?

Can you recall an email after it was sent but the recipient has not opened the email yet? TIA

We're planning to use order number as a dynamic object. A few of the things we would like to see in that dynamic object are the product name, price, quantity. However, sometimes somebody orders 1 product and other times 2, 3, 4 or 7 products (with each having it's own name, price, qty etc.) Does that mean we’d have to make X amount of product name, product price, product quantity fields just in case someone orders more or is there a better to accomodate this?Another possible solution I was thinking about, which doesn't sound ideal either, is to make 1 field for each option and if there are more product names, prices, qty in the order to place them in the same field in Front. This will get very cramped but that should at least make it so that we can see everything, correct?Wondering if anyone has faced this issue before and if they were able to fix it. Hope to hear from you ;)

Is there a plugin for note taking?  I use the notepad on my computer for taking all of my notes for different emails and once I don’t need that note anymore I delete it...I want to be able to keep the notepad on the side panel of my inbox where the plug-ins are instead of having to go back and forth between tabs.

I need help setting up our app but don’t want or have the time to become an expert myself. 

Does anyone have suggestions or a workaround for users rating a knowledge base article (a simple 😀 or 😩) or something similar? We want to ensure that our users are finding value in the articles they are using. 

What is the best way to append a message to the end of all company signatures without updating each one manually?