Front users

Challenge:  We need to be able to move people in and out of groups, to support dynamic work assignments, that can change daily / by shift.Question:  Is there a way to provide a more granular level of ‘Company Administrator’ access?Related Question:  Could this be solved via the use of Custom Fields?

When I use the search function, it seems not to display results from discussions or comments within threads. Is anyone else experiencing this? Wondering if this is a issue on my end or an intentional design choice for Front?

Challenge:  When addressing an email or attempting to add an internal (Front) user, they do NOT appear in lookup results.  Adding them via their complete email address work.Question:  Is there a configuration setting, either personal, company or workgroup that would cause this behavior?  What should be done to troubleshoot this? 

We have recently started using Front for our Sales team, and we’re trying to only use discussions for internal communication. However, people tend to forget, and still send email internally. I seem to remember that there used to be a little message popping up in the composer when an internal email address was added saying something like “try @mentioning your teammate instead”. Some kind of warning here would be great, is this still available?

Hi all,I’d like to upload a list of contacts into Front — am wondering if a new Account will be created if the CSV file has a column for account?Thanks so much,Cathryn

I’m new to Front and have a bunch of contacts. How do I get them into Front?

We’re back with another exciting AMA, this time with Front’s Head of Customer Support, @Kenji Hayward! We know many of you run your support teams on Front, so we’ve invited Kenji to answer all your questions about how we’re able to run an award-winning, yet very lean, support team fully using the power of Front. You might’ve even written in to our support team yourself and experienced the fantastic service they provide! Fun fact: I was the second hire on our support team years ago, and have worked with every person on the team since then, so I know first-hand how great they are — I will always have a special place in my heart for support 😃 But don’t just take my word for it — here are a few stats about our support team (which we also continuously update on our website):We’ve had a 97% CSAT rating over the last 3 months, but this stat has been consistent over time, with many 💯 CSAT months (we wrote all about it here) Our email response time is 2h 9m 18s Our live chat response time is

Does your team or part of your team work in Chinese? This recorded training will give them everything they need to understand how Front’s key features will transform their work.  

Great client service and support are critical for travel management companies to manage complex itineraries or unexpected issues. As more businesses consider incorporating chatbots, AI, and automation into their workflows, the risk of developing an over-reliance on technology can hurt a brand’s reputation. How do you empower teams to deliver a great experience through personalised service without compromising operational excellence? Watch our product demo to see how leading travel companies can:  Categorize and route messages automatically Manage, update, and respond to client itineraries faster Measure agent performance and customer satisfaction  

I have tried to find this, I am sure it is easy I just can’t find it.We have a shared Team inbox, its for our emails, we actually have one for our messaging too.  Now here is the problem. Say I am in the inbox I respond to customer and archive.  Our other users still see it as open in the inboxI have looked up and down for settings I can’t figure out how to change this behavior.When we archive from the shared inbox we need it archived from there across all agents, I am sure I am missing it and it is super simple :) 

I was wondering if anyone had suggestions as to the best layout of Team groups, Managers / Leaders / associates.

How do you un-share an email string from a shared inbox.

The Frontapp workspace rules action currently has Forward To as a valid selectable action. This action is intended to forward the conversation to a configured email address. However, if the source of the conversation is not of type email, the action is skipped. There is currently no hints, documentation, logs, or indication that this action is not supported or that the action only works when the source of the conversation is email. The user interface presents itself as a included feature and silently fails.  

Can you still make sub folders or has this function been taken away?

Is there a way to send an email as “High Importance”?

Could we get dark mode on the calendar and settings? It’s hard on the eyes when switching off the main view.

Hello! I am getting started on creating an internal knowledge base (and an external one later). Both our staff and customers are dominantly either French or English speaking, is there a way to make the content of a knowledge base accommodate different languages without manually creating the same content in both French and English? Thank you for any help!

Hello, I know extracting dates from the message body is not currently built in to Front, but curious if anyone has any workarounds? I can extract the date as a string and then convert to a number but having trouble pulling it all together?Would love to take this: 08/12/2023 and say if within 30 days do X action, otherwise leave alone.

My group specifically had multiple shared inboxes created for our different customers that were ported into Front. Our current setup has each shared inbox routing into its own channel. I have a thought to combine certain shared inboxes that are managed by specific teams into consolidated channels. Has anyone in the Front Community had success with this?   

Hello,It seems the default action is for Front to simply place a reply on an old thread back in to Assigned to me box.In the past we have seen a customer reply to an old thread for a new request, and for one reason or another the reopened thread in Assigned to me was missed by that person.It seems like within Edit Rule, there could be a condition if Archived to send it back to unassigned. I have tried a few combinations but nothing clicks.Ideally, if a conversation is Archived, and a reply reopens it, it goes back to the unassigned box.Thanks for any guidance.

We are using hubspot for most of our current automation and processes. Can I use a automation rule to generate a task in Hubspot when XYZ conditions or do I need to create an API for that? 

I know that it is fairly easy to setup automation and have an automatic reply using a template but is it possible to trigger an action that would generate an IA answer and have it saved as draft for a teammate review before sending? 

Is it useful to use multiple areas to manage 160 users divided across multiple operating units?

With dynamic objects can I link an ID that is not part of the link?

How can I move a rule from Area A to Area B?