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Community topics about Front features and workflows

508 Topics
P
Product MarketingCommunity Manager
published in Announcements
What’s next for Front: The future of AI-powered customer insightsAnnouncement

On the heels of our Idiomatic acquisition, we’re excited to share an exclusive first look at the future of AI-powered insights in Front. Join our CEO Dan O’Connell as he chats with Front’s new AI Product Lead, Kevin Yang, about how AI is making it easier to understand what your customers are really saying.  If you’re looking for smarter ways to keep your customers happy and your team focused on what matters most, don’t miss this virtual conversation on December 12th at 10 AM PT.Register for the webinar to join us on December 12th or receive the recording even if you’re not able to attend. Hope to see you there!

1090
P
27 days ago
P
Product MarketingCommunity Manager
published in Announcements
Bringing real-time customer insights to Front: Announcing our acquisition of IdiomaticAnnouncement

We’re thrilled to welcome the team behind Idiomatic, a leading AI-powered voice-of-customer (VoC) platform, to Front. Idiomatic’s technology and platform has been leveraged by top brands like HubSpot, Instacart, and Pinterest to analyze customer conversations for more informed, data-driven decision making. With this acquisition, the Idiomatic team brings unmatched expertise in transforming everyday customer conversations into powerful insights. Most of all, Idiomatic shares our passion for enabling teams to deliver exceptional service for every customer, every day. We also share a belief that your customer conversations are a powerful source of untapped intel that will propel your business forward. As we welcome the Idiomatic team to Front, we can't wait to share more about our vision for AI-powered insights in Front and what's coming next.Head over to the blog for the full scoop! 

660
P
27 days ago
Zmudel
ZmudelConversationalist
posted in Workflows discussion
Custom gamechanger rules in customer care?

Hey everyone!I'm curious: What's your game-changing rule that you've implemented yourself, which genuinely adds value to your day-to-day operations? How did you come up with it, what problems does it solve, how does it support your mission, and what's the real impact of this rule?I'm asking because I believe sharing such best practices can help us all improve our workflows and achieve our goals more effectively. So, let's share experiences and learn from each other!Looking forward to hearing your insights and stories.

904
april.lackpour
28 days ago
sharifah_zanaruddin
sharifah_zanaruddinConversationalist
asked in Product Q&A
Bot

Hi, How can bot help in Front? Thank you,Sharifah

571
cat_apac
29 days ago
irina
irinaRookie
asked in Product Q&A
Report by visitor source URL

How (if possible at all) can I get a report for Conversations (live chat) by visitor source URL?

791
patrick_v
29 days ago
Ben Durot
Ben DurotConversationalist
asked in Product Q&A
Export contact by email adress instead of names

Dear Front Community, When I export the contact list from the “Customer satisfaction” tab on a desired period of time, the contact column displays a mix between names and email addresses. This is hard to filter and generate graphs.Do you know if there is a way to dislay ONLY email address in the contact column? Thank you very much for your help.Cheers,Ben

133
Ben Durot
1 month ago
hcantor
hcantorRookie
asked in Product Q&A
Moving Emails in Front

When an email in Front is moved to a different inbox and that new inbox replies to the original inbox it was moved from, that email does not make it to that original inbox. Instead, a copy of it comes back to the second inbox it was moved to. Other than forwarding as new conversation, is there a workaround?

231
cat_apac
1 month ago
Gaspard
GaspardFronteer
posted in Desktop release notes
Front Desktop 3.61.2

Updates to Electron 32.2.3

220
Gaspard
1 month ago
Tym1000
Tym1000Helper
asked in Product Q&A
Best idea for email escalations.

     Hello everyone! Currently we have 1 main shared inbox, with rules that split the different emails between two teams. The main team is hourly and is consistently completing emails while in available status. Our second team is salary and takes care of specific types of emails and ones escalated by the first team. Each email that needs to be escalated (to the second team) goes to a specific “primary” person that is designated for that department’s emails. However we have noticed that when the primary person is out, it sits in their inbox, which causes a delay in response. We want to build an automation that will automatically reassign the email to a secondary person after a set amount of time. Is there a good way to do this with automations/macro buttons. Or should I set up a new inbox just for them? Will an SLA automation work when we already have one set up for the inbox? Sorry for such a long question. I appreciate the help!

602
helena
1 month ago
Marvin K.
Marvin K.Enthusiast
asked in Product Q&A
Cannot save Views in Analytics

Hi,Since my Front role shifted to Company Admin, I am not able to save a View in Analytics.I add a new View, and choose my filters, and click save View.Once I type in all the necessary information, the pop-up closes, and the View is not saved.If I want to go back to the Default view, it asks me if I want to save or discard changes.Log out and log in did not work.Does anybody have an idea, please?

71
sadie_mcdaniel
1 month ago
Marvin K.
Marvin K.Enthusiast
asked in Get started on Front
Fix Dates in Saved Views in Analytics

Hi,Is there a way to save a View in Analytics and also have the date span fixed to this view?I would like to create Analytics views for quarter, monthly, weekly, and rolling 7 days, but I have not found any option to fix the date period.Thank you.

121
sadie_mcdaniel
1 month ago
jripple
jrippleConversationalist
asked in Get started on Front
Adding Personal Inboxes to Front

Hi Front Community! As someone who is new to using Front, I have seen that one of the primary benefits of using Front is that people have the option to link many different platforms that are used for customer service applications. As a result, is there any benefit for linking my personal inbox to Front. I do apologize if this is a stupid question, but am just looking to get some clarification on this topic. 

334
oclark
1 month ago
Deeya
DeeyaConversationalist
asked in Product Q&A
Does Front have a feature to translate emails and send back translated emails in that other language?

Hello! Just wondering if you are able to translate emails sent in another language with any feature already in Front and better yet if you are able to reply back and have it translate to whichever language the message was sent in? 

834
Nathan Rutherford
1 month ago
Tym1000
Tym1000Helper
asked in Product Q&A
SLA not starting on any email with a CC.

Hello, Currently we have a Microsoft form that submits a template into an email channel for our shared inboxes. For some reason any email sent into front with a CC, stops the SLA rule from starting(No timer shown). Wondering if anyone else has experienced this and/or has a solution? Thanks!

351
cat_apac
1 month ago
Ismrt
IsmrtRookie
asked in Get started on Front
Removing/Hiding unused fields in Shared Contacts

Hello.Is there a way to remove the unused, standard, fields when viewing contacts in Shared Contacts? For example, a clients X handle is not something we need to track and it pushes the Shared Contacts custom fields we do want to track lower or off scree entirely.Maybe being able to sort the order of all of the fields would work as well. Where we just move the fields we are not using to the end.Thank you!

221
cat_apac
1 month 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 

992
Javier - Developer Relations
1 month ago
Marie Anne
Marie AnneConversationalist
asked in Get started on Front
What is the best plug in

I just finished setting up our front platform and hopefully it is set for launch date! Any advice on what’s the best CRM tool available as a plugin for us to use? 

373
Marie Anne
1 month ago
helena
helenaCommunity Manager
published in Welcome & resources
Education & resources for all Front users

Whether you’re just getting started with Front or are a seasoned pro, you’re bound to come across questions — even our own Front teammates learn new ways to use Front all the time! So, to ensure you have easy access to all the education and content we produce, here’s a roundup of them all. And of course, if you have any questions at all, post them here!We recommend that you bookmark these links in your browser under a Front folder:🌎 Front Community: You’re already here! Join fellow users in our community to chat about the product, learn what others are doing, read about updates, and submit your own feature ideas.  🎓 Front Academy: Get all your Front knowledge through thoughtfully-crafted courses containing videos, GIFs, and quizzes, made for all skill levels to help you get the most out of Front. We highly recommend these learning paths: To set up Front: Take our Front Administrator Certification program to not only fully set up Front for your company, but also earn a certification w

52912
Marie Anne
1 month ago
helena
helenaCommunity Manager
published in Announcements
Ticket statuses are now in rules and macrosFeature

What you’ve been waiting for ever since we announced ticketing: you can now use ticket statuses in rules and macros to automate even more tasks for your team! Here’s just one example of how you can use this – notify managers when a ticket has been open for a certain amount of time:  📍 To read all the details, see our help article. 

1705
helena
1 month ago
romainberard
romainberardConversationalist
asked in Product Q&A
Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

1537
Luke
1 month ago
marc
marcConversationalist
asked in Get started on Front
Mac Email Notifications

I am not receiving any email notifications on my Mac, using the Front 3.57.5 app. I have enabled all notifications in the app. I have enabled banner notifications on my Mac. I do receive Front calendar notifications with no problem, but never any email notifications. The closest I get is a badge on the icon. Any thoughts here? 

942
marc
1 month ago
jacob
jacobConversationalist
asked in Workflows discussion
Tags Tab views - Unassigned/Assigned vs Open

Hello Community, I wondering if there is a way to get tag filters to show tabs like the shared inbox does? See attached images for reference.Shared inbox Tag selected from sidebar to filter email in shared inbox Thanks

1421
cat_apac
1 month ago
Nikki
NikkiConversationalist
asked in Product Q&A
does front offer BIMI? (Brand Indicators for Message Identification)

Everyone seems to be talking about BIMI for better brand recognition and verification/ trust for those receiving your company emails. Does front offer BIMI within the app? or is there another way of implementing it?

201
patrick_v
1 month ago
helena
helenaCommunity Manager
published in Announcements
5 steps to higher CSAT through a seamless agent experience, automation and AI, and analyticsResource

AI is raising the bar on customer expectations, where 85% are willing to go out of their way for better customer service.¹ For customer service teams to meet and exceed these new standards, they need to be equipped with the right tools and test where AI best fits in their workflows. Learn how to empower support agents to deliver exceptional customer experiences for better CSAT. This playbook covers the five steps our award-winning support team takes to routinely hit 99% CSAT with Front. Learn how you can also use Front to: Resolve customer issues faster Centralize customer communications for seamless omnichannel experiences Boost agent productivity with AI Streamline workflows through no-code automation Measure key metrics for continuous improvement 📌 Download the playbook ¹ ACA Customer Service/CX Study. Shep Hyken.

540
helena
1 month ago
helena
helenaCommunity Manager
published in Announcements
New course: Create Your Ticketing System with Front 🎟️Training

We’re thrilled to announce Create Your Ticketing System with Front, a new course designed to help you harness Front's powerful ticketing features to track, organize, and resolve customer requests seamlessly. In this course, you’ll learn how to combine the familiarity of email with the organization of ticketing, all within Front. Master efficient workflows that keep everything in one place and explore how to track valuable metrics and team performance for data-driven improvements. By the end, you’ll be set to deliver exceptional, organized service, delighting your customers with each interaction.  📌 Ready to level up your ticketing game? Take the course now.

1010
helena
1 month ago

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