Front users

Community topics about Front features and workflows

185 Topics

benc
bencEnthusiast
asked in Product Q&A

Reconnecting Google

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect.  When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again. 

1
Luke
1 month ago
AdamBa
AdamBaConversationalist
asked in Product Q&A

Delayed Inbound Emails

Inbound emails are showing as delayed from minutes to hours. Customer support via email has been unresponsive.  

1
helena
1 month ago
futureproof
futureproofConversationalist
asked in Workflows discussion

Running Rules to Unsubscribe Users & Manual Unsubscribe Issue on WhatsApp

Hi!I have two questions regarding subscription management in Front: Is there an option to run a rule that will automatically unsubscribe all users from a specific thread? I have set up an emergency notification rule which notifies a large group of people to a thread in case of possible emergencies. However, once the emergency is dealt with, I would like a one-click or automated solution to unsubscribe everyone from that thread aside from the assigned person who would trigger it. While I'm aware manually unsubscribing everyone individually is an option (in most cases, see part two), I'm looking for a more efficient method. I've noticed that in WhatsApp threads on Front, the assigned person seems unable to manually unsubscribe subscribers which leads to people sticking around on threads until they unsubscribe themselves Is there a known workaround for this issue?

2
futureproof
1 month ago
JohnW
JohnWConversationalist
asked in Product Q&A

Exporting Contacts | Sorting Contacts

Challenge:  We have imported a list of TMS customers.  Unfortunately, some of those customers did not have domains.  Having a domain associated with a customer is obviously vital to utilize Tagging & Rules in Front.  We want to be able to easily Sort & Export contacts, based on the data in a given field (domain) in Front.  This functionality would be extremely helpful as we work towards Front being a ‘Single Source of Truth’ and fully useable for our use case.Question:  How do we Sort and Export contacts easily (non-API) from Front?  Note:  This is a feature found in other CMS products we’ve evaluated.  Export options should include CSV & Excel

2
Luke
1 month ago
JohnW
JohnWConversationalist
asked in Product Q&A

Group Management as a Non-Company Admin / Granular "Company" Admin Levels

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?

1
Luke
1 month ago
futureproof
futureproofConversationalist
asked in Product Q&A

Searching Discussions

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?

1
Luke
1 month ago
JohnW
JohnWConversationalist
asked in Product Q&A

User Lookup (Mail / Calendar) Fails to Display Internal User

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? 

1
Luke
1 month ago
P
pstosConversationalist
asked in Product Q&A

Reminder for teammates to use discussion, not email

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?

1
Luke
1 month ago
cathryn
cathrynRookie
asked in Get started on Front

Does a New Account Get Created with Contact Important?

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

3
helena
1 month ago
Front User
Front UserFronteer
asked in Get started on Front

Contact syncing / import

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

5
sgarza
1 month ago
helena
helenaCommunity Manager
published in Product Q&A

AMA with Front's Head of Customer Support, Kenji HaywardAMA

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

170819
futureproof
1 month ago
helena
helenaCommunity Manager
published in Welcome & resources

Front user demo in Chinese 中文Video

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.  

180
helena
1 month ago
helena
helenaCommunity Manager
published in Workflows discussion

Product Demo: Front for Travel ManagementVideo

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  

260
helena
1 month ago
wmoore
wmooreRookie
asked in Product Q&A

Archiving emails from boxes

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 :) 

2
jessye
1 month ago
nicholas_passalacqua
nicholas_passalacquaConversationalist
posted in Workflows discussion

Team Groups

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

1
lora_brasser
1 month ago
annawetmore
annawetmoreHelper
posted in Workflows discussion

Front X Zoom Phone

Our CS org is about to transfer to Zoom phone, and it’s my understanding the Front <> Zoom integration focuses on video conferencing/scheduling vs. the phone app. Have any teams using both platforms come across recommendations on how to leverage the two systems together?

1
Cori
1 month ago
D
djarvisRookie
asked in Workflows discussion

Shared Inbox

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

2
nicholas_passalacqua
1 month ago
cgiles
cgilesRookie
asked in Product Q&A

Workspace Rules - Forward To actjk

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.  

1
sadie_mcdaniel
1 month ago
D
djarvisRookie
asked in Workflows discussion

Sub Folders

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

1
sadie_mcdaniel
1 month ago
D
djarvisRookie
asked in Workflows discussion

High Importance for Emails

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

2
Cori
1 month ago
Adam_just_Adam
Adam_just_AdamConversationalist
asked in Product Q&A

Dark mode in rest of app

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

3
Adam_just_Adam
1 month ago
K
KmerawRookie
asked in Product Q&A

How to make a knowledge base available in more than one language

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!

1
Javier - Developer Relations
1 month ago
daniel_smith
daniel_smithRookie
posted in Workflows discussion

Extracting Dates

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.

1
Javier - Developer Relations
1 month ago
moe_corona
moe_coronaConversationalist
asked in Workflows discussion

Combining Shared Inboxes Into Consolidated Channels

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?   

3
helena
1 month ago
Jeff
JeffConversationalist
posted in Workflows discussion

Best way to handle customers replying to old threads for new cases

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.

9
Rik
1 month ago

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