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Community topics about Front features and workflows

653 Topics
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. 

642
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. 

558
kmitch
P
Product MarketingCommunity Manager
published in Announcements
Congrats to our 2025 Front customer service Game Changer award winners 🎉Announcement

Congratulations to our 2025 Game Changer Award winners. These are our top customers who are raising the bar for customer service and modernizing the way customers are served.  Of these, we’d like to give a special shout out to Community Builder Award winner, Inontime (@samsheridan). This is the second year in a row that Inontime is being recognized for having the highest level of engagement within Front Community! The contributions from your team make a direct impact in helping your peers maximize use of Front so that all teams can deliver a better customer service experience. We’re thrilled you’re a part of our community 🌟 P.S. - Looking to become a support visionary, CSAT leader, or a self-service pro in 2025? Lucky for you, our winners are sharing their playbooks:How Electrical.com increases revenue and decreases response time How Bentobox unlocks unprecedented collaboration to provide exceptional support

3490
P
Kristen
KristenRookie
asked in Product Q&A
Can you add a calendar when using a shared inbox?

My team has a shared inbox but we would like to sync our calendars for keeping updated on when clients are being assisted or onboarded? I have not been able to find a way to to that. Please help.Thank you

311
sadie_mcdaniel
alex_soria
alex_soriaHelper
asked in Product Q&A
Conversation behaviour | UI platform

Hello I have several questions around UI and conversation behaviour when making changes:Conversation moving from one inbox to anotherI would like to ask for any good advice or work around to avoid the conversation to disappear from the page when making a change.i.e: I move a conversation from inbox A to inbox B - current behaviour. I stop seeing the conversation, as this one is moved from the inbox Im in.I’d like the conversation to remain on the page, as sometimes I need to add a comment, a tag, or simply review some informationMoving a conversation from one inbox to another (II)When a moving a conversation both status and assignee are changed. I have tried to create a rule to prevent these changes, however, something is failing -I have created a rule for Archived conversations to be moved but assignee and status remain the same  Macro is applied, however, conversation is reopened and then unassigned Help? xD As a summary, 1- how to avoid not seeing the conversation when making a chan

785
PhoebeatFront
alex_soria
alex_soriaHelper
asked in Get started on Front
Why does a front user sees a restricted inbox when choosing to move one conversation from one inbox to another?

Hi team,  I’m trying to understand, why if I restricted access to a workspace and its inboxes, a Front user can still see and assign conversations to an inbox they dont have access to? Is there any work around to prevent this from happening?I dont want every front user to be able ALL the available inboxes in front in the different workspaces.Any good best practices here?

444
alex_soria
Ervin
ErvinRookie
asked in Workflows discussion
Create a client list with soem data that have to be estracted by the incomming emails

HiI am new in front and was wondering if it is possible to extract data from the incoming email and then create a list of the clients with some custom fields. for example:Client Name Email Phone Tour Date Tour Language Booking Platform Special Notes Custom FieldsJohn Doe john.doe@example.com +123456789 2025-02-01 English GetYourGuide Dietary restrictions: Vegan Voucher Code: GYG12345. Thank you 

1021
sadie_mcdaniel
ien
ienRookie
asked in Workflows discussion
Any way to order threads arbitrarily for a todo-style shared work queue?

With Front folders, you can sort by date and reply status. I wish there was a way to re-order threads arbitrarily, similar to cards in a Trello list, so that we could have a shard todo-list style work queue.Anyone have ideas on how to do something like this, whether within Front or through an integration (e.g. with Trello or Slack)?

321
sadie_mcdaniel
helena
helenaCommunity Manager
published in Announcements
📚 Help shape our new crash course library!Training

Hey Front community,We're building a library of short, 3-5 minute videos to help you master Front faster and make your workflows smoother. Think bite-sized guides on features, workflows, and tips—perfect for quick learning and implementation! We still recommend you go through the full Front Academy courses, but these short videos will give you the basics to get going faster.So, we need your input to make it awesome because we want it to be useful for you:✨ What features should we cover?✨ Which workflows or processes need a quick guide?✨ Are there topics you’ve struggled with or want a refresher on?✨ What topics do you or your teammates frequently get confused on?Drop your ideas in the comments below! Be sure to include a brief description so we can tailor the content to what you need most. Let’s build something truly helpful together. 💡

3344
Ben Latimer
alex_soria
alex_soriaHelper
asked in Product Q&A
Open + Sent emails View

Hi team, Is there anyway to create a view that combines: Open email sent TO domain@domain.com & SENT emails from domain@domain.com? This view is for a team for them to help them understand what actions have already been taken and avoid duplicated work.Thanks Alex

351
Isaiah
J
jelle
asked in Product Q&A
Own Chat Aliases for Visitors

When we receive incoming chats, the visitors get names like ‘Purple Lemur’, ‘Taupe Boa’,’Coral Lynx’ etc.I would like to upload our own ‘aliasses’ list, so I can change these names to more friendly names, or our products names for instance. 

261
shree_mundra
J
jelle
asked in Product Q&A
Chat Translate

When we have an incoming chat in say German, we would like to translate it to English. Then compose our reply in English, translate back to German.In the email channel this translate option is available, however not in chat. is this coming? We now need to copy paste in Google Translate multiple times..

181
shree_mundra
matt_wojciak
matt_wojciakEnthusiast
asked in Workflows discussion
Routing specific individual inbox emails to shared when someone is out of office?

Hey All,Sometimes a client mistakenly sends an email to an employees personal inbox, which is fine until they need a response and the employee is OOO. How would you go about setting up a personal/workspace rule to ensure this gets routed and handled in a timely manner? I have considered: Time based rule - if X hours has passed then move/assign to different inbox Automatically route the emails from that domain back into the shared inbox However, has anyone set up a rule where if an individual is OOO or busy the rule can re-route the email to the shared inbox?TIA!

651
sadie_mcdaniel
thespacebetween
thespacebetweenRookie
asked in Product Q&A
Setting rules as a delegate?

I’m a delegate for my boss’s inbox and I’ve been asked to create rules and automations for it. I already know there are certain things I can’t do as a delegate, like send emails as the person, but it doesn’t seem like I can set rules for the delegated inbox either. Does this sound correct? The best solution I’ve come up with so far is to write the rules myself and set them up while I am in my boss’s actual inbox. I just want to make sure there’s not some workaround I can do before I let my boss know. Thanks for the help!

801
Isaiah
meganatencamp
meganatencampConversationalist
asked in Product Q&A
Tips or Tools for storing customer information

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

1633
meganatencamp
helena
helenaCommunity Manager
published in Announcements
Lean team, big impact: help center strategies that work, brought to you by Front’s knowledge managerResource

Managing a help center with limited resources is a challenge many support leaders know all too well. Even at larger companies, help centers often run lean, leaving small teams to juggle incoming requests, outdated content, and proactive updates — all while keeping customers and teammates equipped with reliable resources. In these moments, prioritization isn’t just helpful; it’s a superpower. The key is focusing on what drives the greatest impact: empowering customers to self-serve, reducing ticket volume, and enabling your team with accurate workflows. It’s not just about putting out fires but planning for long-term success. In this guide, Karen offers her unique perspective, sharing hard-earned strategies for balancing reactive and proactive work, making smart prioritization decisions, and building a help center that delivers outsized results — even with a small team.🎯 Check out her insights here

330
helena
helena
helenaCommunity Manager
published in Announcements
New year, new features! Smart QA, Custom ticket statuses, customer portal, and moreFeature

Today, we’re introducing our latest ticketing features and previewing Smart QA to help support leaders gain unparalleled visibility, control, and insights that elevate team performance and customer experience.  Here’s what’s new:Custom ticket statuses: Create custom ticket statuses tailored to your processes. Available on all latest plans. Learn more. Resolution report: Improve processes and plan headcount with out-of-the-box resolution metrics. Available on the latest Growth plans and above. Learn more.  Customer portal (open beta): Give your customers a one-stop-shop to submit and track tickets. Available on the latest Growth plans and above. Learn more. We’re also giving an exclusive first look at Smart QA. Replace manual ticket audit processes with automated scorecards and comprehensive reporting, powered by Front Intelligence, the AI layer designed to transform customer experiences at scale. Get ready for a complete view of agent performance without time-consuming manual reviews,

3150
helena
helena
helenaCommunity Manager
published in Announcements
A new North Star metric for AI-powered customer support: the AI Experience Impact Score (AXIS)Resource

AI is handling more and more customer support queries, but visibility into AI’s service quality hasn’t kept up. Enter the AI Experience Impact Score: a new way to pinpoint where AI-led customer experience can be improved.AXIS breaks down AI support quality into three key components:🎯 Resolution Accuracy: Measures AI’s ability to correctly identify and resolve the customer’s issue. 💬 Interaction Effort: Evaluates how much effort the customer experiences with AI to reach resolution. 🤝 Handoff Smoothness: Assesses the quality and efficiency of the transition from AI to a human agent when needed.Front’s Head of Support Kenji Hayward came up with this new metric to share with fellow customer support leaders seeking to gain actionable insights into their AI-powered customer support and make targeted customer experience improvements. Since this is a new metric, we’re learning as we go. All feedback is welcome and encouraged! Feel free to ask questions and share results in this post. 👉 Che

1140
helena
amonesmith
amonesmithConversationalist
asked in Workflows discussion
Link vs tagging people

Hello-I am very new to Front.  It seems my company tags people to keep emails all in one place.  Is there a reason that linking them would be a better way? Or does tagging do the same thing. Thanks

271
Luke
baris_celik
baris_celikConversationalist
asked in Get started on Front
Tips and Tricks

What are some of the best tips’ and tricks for users moving from traditional outlook?

1043
amonesmith
lora_brasser
lora_brasserConversationalist
posted in Workflows discussion
Knowledge Base Use Cases

Hey folks,We started using the knowledgebase for internal tips and tricks about Front. I’m bringing in other team members to brainstorm how it can be used across our organization internally, and where it might also be useful externally. How are your teams using the knowledgebase? 

5339
bjuana
alex_soria
alex_soriaHelper
asked in Get started on Front
Intercom Chats Don't get associated with Front Existing Contacts

Hi there,  so I have enabled the Intercom channel to manage Intercom chats on Front.Independently, we have an API from our data source to Front and have created all of our contacts and accounts, however, when a chat is created, the contact is not linked to the existing contacts.  Do I need to set up some kind of rule?I would have expected Front to authenticate the contact with what is already existing… Can I get some guidance on how to make it happen?Thank you  

242
alex_soria
kmitch
kmitchConversationalist
asked in Product Q&A
Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

929
naila_nur
alex_soria
alex_soriaHelper
asked in Get started on Front
Tag Bulk Upload

Hi there, I wonder if there is any way to bulk upload tags from a csv? I havent been able to find anything related to it in the help centerThanks for letting me know, Alex 

331
cat_apac
helena
helenaCommunity Manager
published in Announcements
New feature: Front Knowledge Base now has login capabilityFeature

We’re excited to announce a powerful and highly-requested new enhancement to Front’s Knowledge Base: login controls. Now, you can require customers or partners to log in to access your content, giving you greater control over who sees your resources.Key benefits of this feature:🔒 Enhanced security: Restrict access to your knowledge base with login requirements. 🔗 Seamless authentication: Use an external identity provider via OpenID Connect for easy and secure access. ⚙️ Customizable access: Manage visibility settings with admin permissions tailored to your needs.Take control of your knowledge base today and share the right content with the right people.💡 Learn more about this update and how to enable it here.

610
helena

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