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Community topics about Front features and workflows

714 Topics
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?

67512
Ray
sylvain
sylvainFronteer
posted in Desktop release notes
Front Desktop 3.65.4

Temporary downgrade to Chromium 132 and Electron 34 while issues with Chromium 134 are being resolved.

440
sylvain
P
Product MarketingCommunity Manager
published in Announcements
The AI comfort gap: What it means for your customer experienceAnnouncement

Your customers aren’t a monolith, nor should your customer experience be.  Our recent study of 4,500 desk workers revealed that your customers’ relationship with AI affects what they expect from your AI-powered customer service. We uncovered three personas, and they all want different things from AI:  Daily AI users (Adopters): Recognize AI’s benefits, so expect more6X more likely than Traditionalists to agree that businesses using AI care more about their customer experiences Weekly/monthly users (Dabblers): On the fence and easy to lose70% wish AI could help without needing a human Rare/never users (Traditionalists): Skeptical yet still demand excellence3X more likely to avoid using AI-powered service (find out what channels they prefer instead) We break down exactly what each group wants and how to design experiences that work for all three. Check out the data: https://front.com/blog/state-of-service-expectations-ai-comfort-gap  

1850
P
ngallis
ngallisConversationalist
asked in Product Q&A
Auto-assign by Account (Back-up)

We have created a rule which automatically assigns an email from a customer to a member of staff.However, this rule does not take into account back-ups in the event of an agent's absence. Is it possible to include a rule that modifies automatic assignments in the event of absence ?Thanks for your help ! 

661
cat_apac
ngallis
ngallisConversationalist
asked in Product Q&A
Front x Outlook Highlight

My department works on Front but not the rest of my colleagues. We used to use ‘tags’ (like “@Name”) in Outlook to highlight emails to the colleagues concerned. Is it possible to tag in a Front Front and have it visible in Outlook for another user or client ?

711
Isaiah
aholt
aholtConversationalist
asked in Product Q&A
Multiple users with same default channel

We have a sales@ email address that comes to a shared inbox. When individual members of the team respond to the emails that come to that inbox, we want the “From” field to show ONLY sales@, not the individual’s name or email address as an ‘on the behalf of’. How do I set that up?

231
patrick_v
brianABHP
brianABHPConversationalist
asked in Product Q&A
Gmail stopped syncing with Front for all channels

Hello,We have been experiencing issues in the past 15 hours company wide where email from Gmail accounts are not syncing for our users. Steps we have taken to try and fix this:Restarted the app Updated the app Reauthenticated with GmailWe are able to send from Front with no issues, so this appears to be a possible imap issue? We have made no changes to our configuration, so we are unsure how to fix this problem. I am not sure if others are experiencing this as well, or if this just limited to our accounts. The status page shows all things operational for Gmail and all other services.

523
Sadie
jett
jettConversationalist
asked in Get started on Front
Duplicate Rules and Macros

Is there a way top duplicate rules and macros? It’s frustrating to create rules all over again and they are pretty similar.

141
camille_tolentino
cole_madray
cole_madrayConversationalist
asked in Workflows discussion
Making Sending Messages in Chat Less Cumbersome

I have two minor gripes about front chat and was curious if anyone knew of a workaround.  After replying replying to a chat message directly from a chat inbox it assigns it to the person replying and the chat disappears as it moves from the chat inbox to the teammates assigned inbox. This is minor but it is annoying to have to reply → click to your assigned inbox and find the message → continue conversation.  Is there a better workflow there?   We have ticket statuses enabled for our chats. Once you have replied and you are actively chatting with a customer it is a bit annoying to have to constantly select the “send as open” option from the dropdown when replying. Is there a workaround there without having to change your default send option in personal preferences? Ideally we would like to be able to quickly chat back and forth with a customer without having to manually select a send option or have the chat disappear and reappear when sending as resolved.  Any help is much appreciated.

183
camille_tolentino
M
MatthewMeeksCommunity Manager
published in Welcome & resources
Front Professional Services: Unlock Full Potential with Custom Integrations, Apps & Functionality

Need Front to do even more? Front's Professional Service team can partner with you to scope, design, and build custom integrations, develop tailored applications, and implement novel functionality to unlock more value for your organization.Contact proserve@front.com to schedule a complementary consultation with our team.

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M
P
Product MarketingCommunity Manager
published in Announcements
Why support leaders are focusing on scale, not sizeAnnouncement

AI headlines are loud, but what’s actually working inside top support teams? Smart operations. At companies like Airbnb and Shopify, AI isn’t replacing humans, it’s clearing the path for them. And the teams seeing real success aren’t the biggest. They’re the most scalable. At Front, we’ve doubled down on support operations: investing in knowledge management, automation, and roles like Support Ops Analyst and Developer. These aren’t back-office roles: they’re the force multipliers. As Kenji Hayward shares, scaling support today means building systems, not just adding headcount. 🔗 Read why smart support leaders are investing in leverage: https://www.linkedin.com/pulse/why-future-support-scale-size-kenji-hayward-z5qlc/  

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P
P
Product MarketingCommunity Manager
published in Announcements
New: Workforce Management for optimized staffing, a self-serve Help Center, and robust admin tools to scale your support operationsAnnouncement

Today we’re introducing our latest features including a self-serve Help Center, new admin tools, and previewing Workforce Management to help support leaders scale support sacrificing service quality.  Here’s what's new: An exclusive first look at Workforce Management: Customize shift plans, sync your Google Calendar events, and set minimum staffing requirements. With real-time staffing visibility and conversation auto-assignment, your team stays covered and ready to deliver great service, every time.  Streamline self-serve support in the new Help Center hub: Enable your customer portal, Knowledge Base, Support Report, and chat widget in one flexible, easy-to-enable experience.   Admin tools for managing at scale: From flexible ticket statuses per inbox to detailed audit logs, these updates give support leaders the control they need to scale without the chaos. 📍Sign up here to get on the beta waitlist for Workforce Management, and get more details on how each feature works on our blog.

3170
P
harry
harryHelper
asked in Workflows discussion
Rules within a Custom View

Hello, I use a custom view to alert me when we have staff working on conversations in the wrong in box which works great. I move the conversation off to the correct in box but would like to add one more step. To track these wrong in box conversations (stats purposes) I’m now placing a tag on them manually. Is it possible to build a rule using the view settings to add a tag automatically? The rule would add the tag 📫 to any conversation captured by the settings for the view I have set up. Is this possible?  Thanks, Harry

331
cat_apac
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Simplifying Customer Self-Help

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

201
PhoebeatFront
shelleyannc
shelleyanncHelper
asked in Product Q&A
Add lists to a master list

We have multiple lists that serve different purposes. I’d like to identify all of the lists with a specific word in the name and add them to a master list. I don’t see a way to add a list to another list, and even if I exported the list of shared contacts, it doesn’t look like it would indicate what lists they already belong to. Any suggestions?Use case example: Add all the groups with “Software” in the name and add them to the Business Continuity list to create one master distribution list.

281
PhoebeatFront
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Help Us Catch Critical Outage Reports Faster

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

291
PhoebeatFront
harry
harryHelper
asked in Workflows discussion
Dynamic Variable Using Conversation Name

Hello, Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed. 

474
harry
allendirickson
allendiricksonConversationalist
asked in Product Q&A
Create reply time goals

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

561
cat_apac
allendirickson
allendiricksonConversationalist
asked in Product Q&A
Merging Emails

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

161
Sadie
oana
oanaEnthusiast
asked in Get started on Front
Front team onboarding

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

201
allendirickson
oana
oanaEnthusiast
asked in Get started on Front
Front Salesforce Integration

Can anyone share some insights about importing client Accounts and Contacts from Salesforce into Front and if changes to any contacts attached to a Salesforce account are synched in Front Accounts? Such as contacts moved to a a different account, new contacts added or deleted in Salesforce accounts? Any particular Front settings that should be switched on/off?Thank you

601
cat_apac
bobbys
bobbysRookie
asked in Workflows discussion
Printing attachments / Outlook inbox

I exclusively use FRONT however, it is MUCH easier to right click/print and drag/drop attachments from Ouitlook. My issue is that there are so many emails that stay in the Outlook inbox it makes the ones I want to print hard to find. Does anyone know of an easy way to keep the Outlook inbox clean besides manually filing/deleting emails ?

571
annika_hanlon
jett
jettConversationalist
asked in Product Q&A
Feature Request – Ability to Tag Teammate Groups in Comments

Hi Front team,We’d love to request a feature that allows users to tag entire teammate groups (e.g., @payments-team, @customer-support) in comments or notes within a conversation.Right now, we can only tag individuals, which limits visibility and creates communication gaps when collaboration is needed across functions or shifts. Especially in high-volume scenarios or when handling complex bookings and endorsements, being able to tag a group ensures nothing slips through the cracks, even if specific teammates are out of office.Suggested functionality: Allow admin-created groups to be mentionable with an @ symbol. Teammate groups should receive a notification, just like individual mentions. Group tags should be manageable from the team settings. This small enhancement would significantly improve team coordination and reduce manual steps in reassignments or follow-ups.Thanks so much for considering!

461
christopher_nunag
joe_eral
joe_eralConversationalist
asked in Product Q&A
Change in forward button

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

594
Isaiah
reagan
reaganConversationalist
posted in Get started on Front
Moving from Zendesk

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

90
reagan

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