Front users

Hi,Our team recently started using Front to help triage incoming emails within a shared inbox. We have a set portfolio of customers, and created rules to automatically assign emails to individuals based on the customer name and the @ domain of the originating email. However, there are some customers and business partners that use the same @ domain in their email address so the rules are assigning to the wrong employee or not assigning at all.Has anyone else run into this issue, or know of any additional rules we could put in place to separate multiple accounts that use the same email address? 

Is there is any way to force this rule to work after the priority tag was added to the conversation manually?What we trying to do:P1 - SLA is hourly updatesSLA Warning - Add "SLA Warning" tag after 45 minutes after the conversation arrives and notify indicated users that the SLA deadline is approaching SLA Breach - After 1 hour remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breachedP2 - SLA is daily updatesSLA Warning - Add "SLA Warning" tag after 23 hours after the conversation arrives and notify indicated users that the SLA deadline is approaching SLA Breach - After 24 hours remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breachedP3 - SLA is weekly updatesSLA Warning - Add "SLA Warning" tag after 144 hours after the conversation arrives and notify indicated users that the SLA deadline is approac

Hello everyone!     Our team uses front as an internal ticketing system between contact center agents and us. This could be requests from attendance to volunteer time off. We have the CSAT form implemented in the signature of all our replies. But rarely get responses. Any ideas to improve the use of CSAT surveys from our contact center agents?  Thanks!

Hello everyone!     We have been using front for over a year now, and just realized it had a knowledge base function! We have added multiple types of information and are happy with the finished product. But I am interested in the functionality of the “Knowledge” icon on the plugin bar. Once clicked I see that no KB has been published for our company yet. What is the best way to publish our existing KB, so end users can view content while responding to messages. Do I just have the knowledge base published for only our workspace?  I appreciate the help!

Hello Everyone,There’s been a recent happening in Front, not sure if it’s a bug. We have two customers emails coming through to Front under the same email thread. Has anyone experienced this before and what’s the fix for it? Thank you.

Hi everyone,I’m reaching out to gather some ideas and best practices on how to effectively use Front's analytics features to optimize team efficiency in our accounting firm. We’ve started leveraging Front's analytics to improve our operations, but I’m sure there are many more ways to enhance our use of these tools.Here are a few areas where we’ve found Front's analytics helpful, and where I’m seeking your advice:Tracking Response Times: We’ve been monitoring our response times and setting benchmarks (e.g., responding to all client emails within 24 hours). This has helped us improve client satisfaction, but I’d love to hear how others are using response time data effectively. Workload Distribution: Analyzing the distribution of messages across our team has helped us balance workloads and identify peak times. What strategies do you use to ensure an even workload distribution? Identifying Bottlenecks

Looking for all possible methods of linking the conversations if we need to link the conversations if only one word in the subjects matches.Example:Conversation#1Subject: Load Number <T001945718> of Customer <Test customer1> booked with DNU Carrier <Test carrier2>Conversation#2 (arrived after Conversation#1)Subject: Load Number <T001945718> of Customer <Customer test2> booked with DNU Carrier <Carrier test2>The load number matched on both conversations and it is a unique number.So when Conversation#2 is arrived we need Front to recognize that we have other conversations in the same inbox with the same Load Number and link these conversations.At this time we are not able to use the Dynamic Objects that can link to externally-stored information.

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.