Front users

Hey Community,  Over the last few months we have been continuing to experiment with rules to attempt an equal distribution across our SMB CSM Team. With the exception to them being in multiple time zones, each of these CSMs should have equal distribution of emails daily over the full 24 hours in a day. What we have found consistently week or week is that 1-2 of our CSM’s typically has 2-3x the # of assignments as others. After many alterations and chatting with support we have determined that the primary reason for the outlier here is that a few CSM are exceptionally good at their job and move quicker than others. Because this particular CSM is very quick to answer emails, he/she has more capacity for the “assigned to me” queue to continue giving more and more work. On the other side of the house, the slower CSM queues are full so they are not getting additional work throughout the day.  Obviously I don’t want to “slow down” an

Working on updating my companies Front account and settings as we transition to using Front Chat as well, and I noticed that I do not have the option for setting business hours as listed in the knowledge base.  I am a company and workspace admin, however the setting is just not there when I go into analytics or inbox settings.Can someone point me in a direction I may be missing? Or is this a system issue of some kind.Thanks!

Hello,Has anyone had any success in setting up an autoresponse message to a Facebook comment that comes into connect?  To prevent back and forth on a company FB page, I have tried to set up and auto-response which Front allows be to do, however it does not auto-respond back the FB acct? Thanks.

Adds various security updates.

Hi, Has anyone updated the weekend in the business hours and what was the outcome? Any difference in the analytics as opposed to just having the 5 weekdays? 

We’re looking to use signature templates with custom variables, but can’t find a syntax to add a constant string only when a variable is populated. Front’s variable syntax resembles Twig, but it doesn’t seem to be compatible. If a title exists, we want:{{user.name}}, {{user.custom.title}}If no title exists, we want:{{user.name}}Not:{{user.name}},  Same thing for phone numbers. Bonus points if you can tell me syntax to conditionally include a carriage return. This sample {{recipient.first_name | 'there'}} from the article gives me hope that it’s possible, but we need the opposite (text if exists) or to be able to inject a variable between strings. This is what I really want to do:{{user.custom.direct} ? ‘Direct ’ + {user.custom.direct} :

It’s come up a several times that delegated inboxes for former employees (inactive accounts) still show as delegated for their teammates. Aside from removing them from view in sidebar, is there a way to access and un-delegate as an admin?

We've been using FrontApp for some time and I've discovered that the tags and nested tags has gotten out of control.Does any one have any sound advice for managing these as we want users to create and use tags but found reporting is way to granular with too many tags.Cheers,

We have found in the past that the PC App can be a bit buggy or have issues with updating in our highly restrictve enviroment due to lack of user permissions.Can someone clafify the use case for PC app over the WebApp as the WebApp does everythign I can see.Cheers, 

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

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?

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

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

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.