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Community topics about Front features and workflows

627 Topics
harry
harryHelper
asked in Product Q&A
Emoji in Account descriptions

Hello, Simple question that from what I see can not been done. In an accounts description can a star be added? We would like to include a 5 star rating system into our accounts descriptions. Maybe this is for the idea section or someone has figured out a way to enter something other than text into an account description. Thanks, Harry

352
helena
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Inquiry About GDS Integration with Front

Hi All, I’d like to learn more about how Front interacts with Global Distribution Systems (GDS) and how that relationship is structured. Specifically, does Front collect Passenger Name Records (PNRs), and does it offer a plugin or integration that allows PCCs to be connected, enabling ticket issuance from GDS bookings? Looking forward to your insights.

181
cat_apac
helena
helenaCommunity Manager
published in Announcements
Respond faster with AI Assist, now in open beta!Feature

AI Assist is now available in open beta, enabling support teams to respond faster than ever. AI Assist is built around suggested replies, which now leverage past, similar conversations and optionally, your Front Knowledge Base . Let AI generate a message draft and see which sources contributed to it for full transparency and clarity. Let’s see how AI Assist can save you time and help you exceed customer expectations: ✍️ Auto-draft: W hen AI can find a close enough match between the current conversation and a previous, similar conversation (or a knowledge base article), you’ll see a “Draft reply” button. With one click, AI will create a suggested reply for you to review. 🤓 Review and personalize: Easily validate the reply by reviewing the sources AI referenced and the message draft itself. Personalize the response as needed to ensure every communication is 5-star worthy. 🤩 Wow your customers: AI Assist gives you automation you control, letting you serve your customers more efficiently

4572
helena
maddiemorris
maddiemorrisConversationalist
asked in Product Q&A
Using Discussions as Replacement for Slack?

My company is finding too much overlap between how Slack and Front are used, and would like to streamline everything into Front. Has anyone else done this? If you did, what were some of the ways you customized Front to allow for more casual type conversation that wasn’t about a specific customer or project?

523
kim_iburg
alec_badillo
alec_badilloConversationalist
posted in Get started on Front
Interesting functions

One of the functions that I found very interesting is the SLC (Service Level Agreement). I think it is important to maintain a good response time with clients to continue having a good relationship with them. I found very useful the tool to add {{survey}} at the end of an email tread, should be great to measure customer satisfaction. Also great tool I will start using is the ''Compose with IA'', I think it is a great way to improve the tone of the email.

191
Cori
helena
helenaCommunity Manager
published in Announcements
How your support team’s tone will build trust with every replyResource

A great support experience isn’t just about solving problems — it’s about how you communicate. We’ve developed a thoughtful tone framework that ensures every interaction builds trust and strengthens customer relationships. Want to see how we do it? Check out our support team’s tone guidelines and get actionable tips to refine your team’s communication.

722
helena
phill
phillEnthusiast
posted in Product Q&A
The AI Lock-In: When Will We Have Choice?

I'm here to share a bit of a frustration that seems to be growing more common. It feels like every software we subscribe to these days is trying to push their own AI services or tools on us, with no option to integrate the AI provider we already prefer. This feels eerily reminiscent of the smart home industry, where manufacturers have historically tried to lock you into their ecosystem. Thankfully, we're seeing progress there with the adoption of Matter. So the question is, when will we see a similar shift in the AI space? Front already integrates seamlessly with our existing email platforms. If my team uses Google Workspace and we're paying for Gemini, it would be fantastic if we could leverage Gemini's capabilities within Front as well. Let's be honest, most of us are already invested in AI tools from major providers. It would be a huge win for both users and software companies if we had the flexibility to choose our AI provider of choice.

832
maddiemorris
mwilembo
mwilemboEnthusiast
asked in Workflows discussion
Approvals in Front

Hi All, As we explore Front’s capabilities, we wanted to check whether it includes an integrated approval workflow. In our organization, we currently use an approval process where one department submits a request for flight booking approval before an invoice is issued to a client. Does Front support a similar workflow? Looking forward to your insights.

151
andersen_front
albert_szybinski
albert_szybinskiConversationalist
posted in Workflows discussion
seting up rules with AND condition

Hello, I am trying to set some custom rules and I am missing AND condition. There is only OR condition available. I have seen Front demo videos that showed AND condition but it is not possible for my to change OR to AND. I have Growth plan but I don’t see any difference with Scale plan here https://front.com/pricing when looking at workflow rules.

333
andersen_front
megan.lis
megan.lisRookie
asked in Product Q&A
Closed ticket automatically archive in individual team member inboxe(s)

Is there a way that if I (admin) can close one of my team’s emails (tickets), then that email can be removed from the team member’s inbox? I’ll try to help clean up their workloads and will close unnecessary tickets - but it stays in the team member’s inbox and has to archived by the team member. Is it possible to have Front automatically archive the email from the team member’s inbox when the ticket status is changed to “closed”?

401
andersen_front
bradley_roe
bradley_roeConversationalist
asked in Product Q&A
Spell Checker

Hi there… The spell checker seems to of disappeared - incorrectly spelt words are no longer underlined in Red. Could you let me know if this can be fixed? Thanks! Bradley

893
PhoebeatFront
helena
helenaCommunity Manager
published in Announcements
Growing your support team: A leader’s guide to evolving roles in the AI eraResource

Here at Front, we’re already witnessing AI’s impact on support jobs. Our AI-driven self-service support handles 58% of our customer inquiries. But we couldn’t have gotten there without building a robust knowledge base and optimizing our operations — all of which required investing in new staff roles. Our support operations team is the fastest-growing function of our support org, and they're all focused on making AI work better for both our customers and our team. We’re sharing real stories from our: Support Programs Specialist (aka knowledge manager because AI needs quality content too!) Support Operations Analyst (the trend-spotter helping us get smarter) Support Operations Developer (turning complex workflows into one-click solutions) Check out their stories and grab the job description templates to help build your own dream team ➡️

340
helena
helena
helenaCommunity Manager
published in Announcements
Building trust in remote teams — one game at a timeResource

Managing a remote support team comes with unique challenges — but it’s possible to build strong connections, foster trust, and even have fun along the way. In his latest article, Front’s Anthony Galleran shares proven strategies for creating a culture of trust, including his concept of “Mandatory Fun.” Learn how his team keeps engagement high with small but impactful habits, transparent leadership, and structured team-building activities. Plus, get inspiration from the full list of activities that have worked at Front. ▶️ Check out the full article and activities here .

540
helena
arcmon888
arcmon888Enthusiast
asked in Workflows discussion
Escalation Proceduure

Hey guys im new here and i just wanted to know more about - How do you use custom fields in Front to create an escalation procedure for critical conversation? I would really appreciate if anyone can answer to this post thanks! Archie

561
annika_hanlon
L
lifanConversationalist
asked in Product Q&A
Has anyone used any AI to automate ticket processing?

Hey there! I'm curious if anyone's leveraging AI for customer message responses. I came across a Reddit post discussing AI options with Intercom here: https://www.reddit.com/r/SaaS/comments/1ibeigd/ai_automation_options_on_intercom/. Are there similar AI tools being used with Front?

191
annika_hanlon
helena
helenaCommunity Manager
published in Announcements
How Electrical.com increases revenue and decreases response time with FrontEvent

See how Electrical.com responds 70% faster, onboards new hires 40% more efficiently, and increases monthly sales by $20,000 with Front. When customers expect need-it-now electrical products and solutions, Electrical.com’s distributed workforce is a well-oiled machine thanks to robust automated workflows and analytics. Get a behind-the-scenes look into how they’re able to quote faster, onboard employees in a snap, and jump on high-value sales opportunities without adding headcount. You’ll get an exclusive look into: Automating workflows and boosting response times by connecting third-party tools and systems Growing sales and leads through chat to reel in $20K per month Using analytics for data-driven ways to improve team performance ▶️ Register now for practical tips on using AI and automation to give customers and employees a better experience.

840
helena
Deadboltdon
DeadboltdonConversationalist
asked in Get started on Front
Sort the conversation with newest at the top

Hello this is probably very simple but just not seeing it as a option. I can sort the inbox so that the newest email is on top. But what I am looking for is a way to sort the conversations/replies from the customer or the team, once I open a email thread. Currently if the team adds a internal message. I need to scroll through the entire thread to the bottom in order to see it the most current reply.

842
sadie_mcdaniel
laura_avanzato
laura_avanzatoConversationalist
asked in Product Q&A
Searching for keywords in Knowledge Base

Hello dear Front Community, We have been testing around with the Knowledge Base and noticed that it seems to not be possible to search for keywords in an article (whether on the published page or in the plugin)! The option to search exists, but it will only bring up the article itself, not location of word in question. This definitely steals time in the workflow, which we’re trying to improve! Does anyone have a solution or workaround for this? :)

191
cat_apac
alex_soria
alex_soriaHelper
asked in Product Q&A
Move work emails in CC to participant

Hi, I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.com I may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to all Unfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share) Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) Any workaround?

1054
PhoebeatFront
shelleyannc
shelleyanncHelper
asked in Product Q&A
SLA Applies tag

I am cleaning up our Front rules, and we have a rule where one of the criteria is “SLA Applies (tag) is added”. We do not have a tag by that name. Is this a function in the background where the SLA Applies tag automatically exists if SLA rules are created? I cannot find any help articles indicating this, but I did find an article referencing how to search for conversations where that tag was removed. I would greatly appreciate anyone pointing me to the correct resource.

502
shelleyannc
helena
helenaCommunity Manager
published in Announcements
[Recording] Front Product Roadmap Webinar: January 2025 EditionResource

Ready to peek behind the curtain and see what’s cooking? Here’s our exclusive webinar where we unveil our upcoming roadmap and show off some shiny new features guaranteed to level up your Front experience. Here is the recording to our webinar if you missed it: This is what we cover: 🎟️ Ticketing Made Easy : Say hello to a new workflow and analytics to help your team track and resolve issues in record time. 🤖 Self-Service FTW : Scale your support game with an upgraded knowledge base and chatbot tools. ✨ AI Superpowers : Let AI assist your team with smarter insights and faster issue resolution. 📢 Latest Updates : ICYMI, we’ll recap our recent product releases. 🎥 New video library: Our team will be building a brand new crash course video library, and we want to hear what videos you’d like us to make! Tell us in this post. Who’s the webinar for? Front users ready to unlock all the platform’s potential Team leaders and managers on the hunt for better collaboration tools Anyone curious a

77924
helena
bcc
bccConversationalist
asked in Product Q&A
How to Exclude Holiday Hours from Metrics and SLA Calculations?

Hi Front Community, I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office. Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?

563
sadie_mcdaniel
jripple
jrippleConversationalist
asked in Get started on Front
How to Auto Assign Emails to One Person

Hi Front Community! Me and a couple of my coworkers have run into a little bit of problem through the inboxes that we are managing using Front. As it stands, I am the primary person that is responsible for managing two inboxes that we have synced to Front. However, two other people in my department (that also have access to the inbox) are having emails auto-assigned to them. We haven’t created any rules or made any changes to auto assign emails to specific people. For context, I’m an intern and my two coworkers have requested that I only manually assign emails to them either when something is out of my reach or if I need help with something. Unfortunately, the auto assignment problem that we are having has resulted in longer response times. Because it is a new year, we are trying to fix this issue before everything starts to pick up again. Any help or advice would be greatly appreciated.

652
jripple
kmitch
kmitchConversationalist
asked in Product Q&A
Is there a way to search your calendar for a specific meeting?

If I put a meeting on my calendar, is there a way to search for that meeting somehow? Since there’s no invitees because it’s a meeting for myself, there is no conversation to search.

632
kmitch
kmitch
kmitchConversationalist
asked in Product Q&A
Bump Conversation Workarounds for Individual Inbox

Has anyone found a workaround for how to bump up conversations or discussions that YOU have added a comment to? For example, I have a discussion with several colleagues, but every time I add a comment, it doesn’t bump it up to the top of my conversation list as unread. When they add a comment it does. I’ve been trying to find a workaround for this. Can’t quite do it with rules.

538
kmitch

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