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Community topics about Front features and workflows

442 Topics
gch
gchConversationalist
asked in Product Q&A
Receiving and sending voice messages on the mobile Front App for WhatsApp

Hello everyone, Is it possible to receive and send voice messages in the Front App on mobile when using the WhatsApp channel ? Thank you. George

1
sadie_mcdaniel
2 months ago
ebau
ebauEnthusiast
asked in Product Q&A
Grammarly Gone

Hello,I’ve noticed that the “compose with AI” spelling and grammar tool offered in Front is very inconsistent. It generally catches spelling errors, but the grammar and punctuation check leaves a lot to be desired. When it isn’t functioning, sometimes it will work if you highlight the content and then do the spell check. Though, sometimes even this trick doesn’t work.With Grammarly no longer supporting Front integration, is there any advice out there? My work solely relies on the app and not web browsers for their emails. It would be awesome if Front were working to improve this.

2
Andy
2 months ago
alice_walmsley
alice_walmsley
asked in Get started on Front
Communication with non-Front user in your company

Hi, new to Front. :) @mentioning teammates in conversations seems to be one of the best ways to communicate with other Front users in your team but how do you best communicate with teammates in your company from other departments who are not Front users? 

1
JohnW
2 months ago
ChrisTheLight
ChrisTheLightConversationalist
asked in Product Q&A
Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part.  I want to authorise a user based on their email address they submit.  I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

7
cat_apac
2 months ago
helena
helenaCommunity Manager
published in Announcements
On-demand: How to scale delightful customer experiences with self-service supportResource

Make self-service your customer’s most loved form of support.Join us with customer experience experts, Maxime Manseau (Birdie), Susana de Sousa (Ex-Loom, Airbnb), Nisha Baxi (Gong), and Kenji Hayward (Front) to learn how to transform your self-service support into delightful experiences. In this webinar, you’ll learn: How to create personalized, valuable experiences that lead customers to success How to scale support through self-service channels and streamline for faster resolutions How to measure the performance of your self-serve resources  

3055
anthony_galleran
2 months ago
angus
angusConversationalist
asked in Product Q&A
Time to First Response as an SLA

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

3
angus
2 months ago
mhumphreys
mhumphreysConversationalist
asked in Product Q&A
Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

1
cat_apac
2 months ago
mhumphreys
mhumphreysConversationalist
asked in Product Q&A
Microsoft Teams plugin

Is there a Teams plugin in available or any plans to integrate it in the future?

2
mhumphreys
2 months ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Front-end data analysis.

Hello, esteemed Front community,In my desire to monitor my own performance, I wanted to understand how to interpret the data obtained through Front analysis, what it relates to in my case, and how to improve processes to have a clear vision of my activity.How can we balance workload and response times within the team to ensure both operational efficiency and customer satisfaction, considering individual differences in handling and response times of team members?Interpretation of DataMessages sent: 30 Average reply time: 59m 20s Average first reply time: 1h 14m Average handle time: 6m 17s Archived conversations: 45Methodology of Calculation and Definition of Indicators Messages sent: Definition: The total number of messages sent by Agent A in the specified period. Calculation: All messages sent by Agent A within the specified time frame (July 16-22, 2024) are summed up. Reply time: Definition: The average time it takes for Agent A to respond to received messages. Calculation: (Total

1
sadie_mcdaniel
2 months ago
Gaspard
GaspardFronteer
posted in Desktop release notes
Front Desktop 3.57.5

Updates Electron to v30.2.0 Limits the type of permissions that plugins and integrations can request to strengthen security.

0
Gaspard
2 months ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion
Utilizing Chatbots for Customer Responses and Order Processing

Hello Front Community,In an effort to streamline our customer service processes and enhance efficiency, we've been exploring the use of chatbots to handle customer inquiries and process orders. Here's an overview of our approach and some insights into how we monitor customer satisfaction using Service Level Agreements (SLAs).Utilizing Chatbots for Customer Responses and Order ProcessingChatbots for Customer InquiriesWe have implemented chatbots to manage routine customer inquiries. These chatbots are programmed to provide instant responses to common questions, freeing up our human agents to handle more complex issues. This not only reduces response times but also ensures that customers receive prompt assistance at any time.Automated Order FormsOne of the key functionalities we've developed is the use of chatbots to process customer orders. When a customer sends an email with an order, our chatbot extracts essential information such as:Order details Weight of the goods Origin and destin

0
bianca_stefan
2 months ago
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?

7
razvan_anghelescu
2 months ago
helena
helenaCommunity Manager
published in Announcements
[Free template] How to build a customer service QA scorecardresource

If you’re only tracking CSAT and NPS, you’re still missing a critical metric to fully understand customer service.Your internal quality score (IQS) helps you understand the quality of the conversations between your customers and your customer service team. Model your internal QA process after our award-winning support team and learn:How to set up a QA process using a scorecard — template included! How to measure your internal quality score (IQS) Why IQS is important to track alongside other customer service metrics like CSAT and NPS📌 Steal our template here.

1191
JohnW
2 months ago
aaronm
aaronmRookie
asked in Get started on Front
Organize Snoozed emails by Received Date

A way to organize snoozed email order based on the actual date received and not on snoozed date/time (and make that the default and you can toggle to snooze if you prefer it)

1
sadie_mcdaniel
2 months ago
jessejin
jessejinConversationalist
posted in Workflows discussion
Slack Front Utilization

Hey Folks, What is the best way to utilize front when also using a ticketing system with slack? How do you utilize slack to integrate with Front? 

4
mary
2 months ago
Rubil
RubilEnthusiast
asked in Get started on Front
Slack Integration - Rule Set

Hello,  I am trying to convert a rule (send to slack rule) into a rule set, so it can be replicated for different mailboxes.However, I keep getting “an error occurred during conversion” Anyone has experience with this? Thank you

1
cat_apac
2 months ago
helena
helenaCommunity Manager
published in Announcements
Two new courses: Macros and AI features in composerresource

Last month, we shared about our newest automation and AI updates in this blog post. If you haven’t already seen, we also have two new accompanying Front Academy courses to help get you up to speed and working with these new features. Accelerate your workflows with macros: Build one-click actions that kick off complex processes Skyrocket your productivity with AI features: Summarize conversations and speed up replies with AI Summarize and AI ComposeSee you over on Front Academy! 🤓 

1100
helena
2 months ago
helena
helenaCommunity Manager
published in Announcements
New AI beta features: suggested replies, similar conversations, AI taggingFeature

Today we launched three new AI beta features to help agents respond confidently, resolve issues quickly, and save valuable time.  Features included: Suggested replies: Auto-draft replies to customer emails with AI, based on your knowledge base content. Similar conversations: View related conversations to quickly get historical context and jumpstart the solution. AI tagging: Automatically tag messages based on the topic or sentiment of the message.  Get demos of each feature and how to set them up in our new Front Academy course: ✨ Front's AI features in beta ✨ You can also read about how each feature works and watch a full recording of the announcement on our blog.  These features are available to turn on now, until we reach capacity. Company admins can go to Company Settings > AI to turn them on settings. Similar conversations, suggested replies, and tag by sentiment or topic will be free to use through the end of the year, but may be moved into a paid add-on in the future. Learn m

6310
helena
2 months ago
helena
helenaCommunity Manager
published in Announcements
Virtual event: What’s next for Front with CEO Dan O’ConnellEvent

In case you missed it, Front welcomed a new CEO in March this year. Dan, our new leader, has a deep and extensive background in AI, having explored its potential long before many of us had even heard about ChatGPT. We’re thrilled to have him at the helm, guiding Front into exciting new frontiers.If you weren’t able to join our event where Dan shared his thoughts on AI, automation, analytics, and the latest developments in Front’s vision, you can catch up with the recording!📍 Check out the replay here We’re glad to have you on this journey with us! 🚀

2011
helena
2 months ago
Rubil
RubilEnthusiast
asked in Get started on Front
MS Forms Channel

Hello Everyone,  Just wanted to check in if anyone has had experience with connecting MS Forms as a channel.We are exploring the possibility of having Form based data coming in from our users, and since MS Forms is part of our M365 suite, wanted to check if it is recommended, if not, we will explore 3rd party forms to connect instead. Thanks in advance for any advice.

1
Andy
2 months ago
jeswin_thomas
jeswin_thomasRookie
asked in Product Q&A
Can you perform AI Chatbot Testing in Preview Mode?

Hello! I’m currently trying to configure the AI portion of my chatbot. I have set up an external facing knowledge base for the Chatbot to pull from. I have also editing my flow code to incorporate the AI answer feature after open-ended questions as well. However, every time I go to test the feature within the “Preview Mode” the AI Chatbot never produces any answers to my question. Based on this I had a couple of questions: Does the AI feature only work on the User End? Is there another method of testing the AI Chatbot? I would like to see if my knowledge base needs to be updated before making the feature live to my users. 

1
PhoebeatFront
2 months ago
gch
gchConversationalist
asked in Product Q&A
WhatsApp Mobile App and Templates

Hello everyone, I was wondering if it is possible to send one of the preconfigured WhatsApp template messages through the mobile App ?I can do this through the web UI but can not seem to find the equivalent on the mobile App. Thank you in advance.George

2
gch
2 months ago
hurtadoandres
hurtadoandresConversationalist
asked in Product Q&A
Notifications to external email address

Hi Team, I have somebody who's primarily in a different email that is not part of Front and they want to be notified at that different email when something happens regarding them in Front so that they can log in their Front account and address the notification. What is the best setting approach you recommend?  I am looking forward to your response.

1
cat_apac
2 months ago
helena
helenaCommunity Manager
published in Announcements
Introducing: Front customer referral programAnnouncement

Calling all Front fans! We're thrilled to introduce our brand-new customer referral program — word-of-mouth is one of our most powerful assets, and we're eager to foster more of it! Share the magic of Front with your friends and colleagues, and reap rewards in return. For every qualified referral that becomes a Front customer, you'll receive a $500 gift card! 💰 📍Get all the details of the program here 

1232
helena
3 months ago
J
joe.conroyConversationalist
asked in Product Q&A
Rules to assign emails with same @ domain to different users

Hi,Our team recently started using Front to help triage incoming emails within a shared inbox. We have a set portfolio of customers, and created rules to automatically assign emails to individuals based on the customer name and the @ domain of the originating email. However, there are some customers and business partners that use the same @ domain in their email address so the rules are assigning to the wrong employee or not assigning at all.Has anyone else run into this issue, or know of any additional rules we could put in place to separate multiple accounts that use the same email address? 

2
koleman_fritz
3 months ago

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