Get help

 We’re preparing to launch our new Lightcast Help Center on November 18, using Resolve structured flows to collect support requests and hand them off to our team.We have several open support conversations with Front. Engineering has helped resolve some issues, but the items below remain unanswered or need further investigation. Our team training has already been postponed twice, and we’re trying to determine whether we have a workable launch plan.Has anyone encountered these issues or found supported workarounds?1. Reply-time goals aren’t consistently starting on new Resolve submissionsFront Engineering enabled a change intended to let rules run before human handoff. However, a fresh Resolve submission still received the correct Signature Client tag without a “Time goal applied” event.Using the same email and linked account, a customer reply on an existing conversation successfully triggered both Signature tagging and the Signature SLA.We need to understand why the initial submission d

Hi everyone,Today we’re opening the beta for the Admin MCP server. Front admins can now set up and manage Front by chatting with an AI assistant like Claude or ChatGPT. Instead of working through settings page by page or creating workflows manually, you describe what you need and your assistant handles the setup.Here are a few ways admins are already using it: Setting up an AI agent: Your assistant learns from an inbox's past conversations, then creates the AI agent, its instructions, tone, and playbooks, and the rule that assigns conversations to it. Testing before going live: Build simulations from real conversations, write the criteria they're scored on, run them, and see what failed and why. Improving AI agents over time: Find where replies went wrong, fix the playbook, instructions, tone, or article behind them, then run the simulations again to confirm the fix worked. Cleaning up your rules: Audit every rule for duplicates and conflicts, then merge them into fewer rules, an

What recommendations do you have for any new users coming into Front for the first time?  What’s the first thing you would recommend they do to set themselves up for success in using the tool effectively?I look forward to the discussion.

Keeping spam and trash cleanups reviewable: a review inbox with rules?In some teams, supervisors and managers can trash or mark conversations as spam, and the same people have bonuses tied to metrics like volume or resolution rate. I don't want to remove that access, it is useful. But it is hard to check afterwards that nothing was cleaned up for the wrong reason.What I found in the help center: Front does not scan for spam, someone marks it by hand. Trashed conversations leave Analytics. And there is a rule trigger "Conversation is deleted" that also covers conversations marked as spam, plus a "Move to inbox" action.So my idea: a company rule that fires on "Conversation is deleted" and sends a copy of the conversation to a dedicated review inbox, readable only by an auditor or a different manager. Maybe with a tag or a comment saying who did it. Someone reviews it once a week.Has anyone built something like this? What I don't know:1. Does the rule really fire for spam and trash, and c

This release fixes an issue where some third-party OAuth sign-ins did not open in the user’s default browser. Sign-in pages now open as expected.

We are implementing Front and all very new to the system. Does anyone have additional information on the Salesforce integration? We currently use the Salesforce plugin as well as Calendly for meetings and want to ensure events and emails flow through correctly to Salesforce. Thanks! 

Can we get a count on emails/tickets that are on “Waiting” status beside the Later tab? The Later tab is helpful in quickly filter tickets on hold but without the count, you’d need to click on the tab to see if there are any. 

In this release, we have removed internal VBScript files in response to Microsoft’s deprecation of VBScript in recent Windows versions.

Is there a way to schedule send an email on condition the recipient did not reply yet?

What has been the single BEST tool you have used in Front?

As a new Front user I’m very interested to learn and to know more about this amazing tool. I’d love to hear what tips, shortcuts or best practices have made the difference for teams when using Front.Looking forward to learning from this community.

Most QA programs still run on sampling. A manager pulls a handful of conversations a month, scores them against a rubric, and calls it quality assurance. The rest, the overwhelming majority, close without anyone ever looking at them.That's not a training gap. That's a coverage gap. Teams don't fail because agents don't know the standard. They fail because nobody can see whether the standard held on the conversations nobody reviewed.Smart QA, part of Front's AI analytics layer, changes what's checkable. It automatically evaluates every closed interaction, manual, AI-assisted, or fully automated, against the quality standards your team defines, and generates a scorecard for each one. That's real-time visibility into where a process holds and where it breaks, instead of finding out a month later from a sample that missed the failure entirely.Smart CSAT closes the other half of the loop. Survey CSAT only hears from customers who bother to respond, usually the most satisfied or the most fru

Dear Team, Kindly note that we are receiving the below message when trying to send an email from one of our channels. 

Anyone know where I can find a Front Consultant?  Front was already in place when I started here about two years ago and has been problematic since day one.  Our Front setup is a hot mess and generates way too many helpdesk tickets for all kinds of different reasons.  I really need someone that can look at our setup, analyze it, suggest and make changes.  I’m an IT Manager but I don’t have the bandwidth to revamp our whole Front setup.  A Google search turned up nothing and Front doesn’t seem to offer such a service that I can tell.  Any insight would be greatly appreciated. Thanks

Hello Front Community, nice to meet you all! I'm mapping out a new tagging strategy for our inbound operations. We want to ensure clean analytics without overwhelming our agents with too many manual tag choices.Currently, we are thinking about automating high-level 'Topic' tags via rules based on keywords, while leaving specific 'Sentiment' tags for agents to apply manually. For those managing high-volume inboxes, do you find it's better to keep your tag menus strictly minimal, or do you lean heavily into deep sub-tags for detailed reporting? Any tips or structure frameworks would be highly appreciated!

Hi All,A few of us who’ve used the Dialpad desktop app for years have been testing out the new Front integration. Overall it’s a great step, but a few workflow things have come up that we’d love to share feedback on: Bigger Caller ID: Is it possible to make the incoming call pop-up a bit larger? Right now, it’s tough to read the entire caller ID quickly when a call rings in. Desktop/OS alerts: Can incoming call alerts show up as native Windows/Mac notifications so we don't miss them when Front is minimized or in the background? Pinning the dialer: We really miss having the dialer docked or always visible on the right side like before or have this pop out entirely. Is there a way to keep it on screen while clicking around between inboxes? Post Call Wrap Up: We use post call wrap up times of 60 seconds, it’d be nice to display that in Front.

Recently transitioned to front after 5 years with Trengo. I am looking for someone to consult with me to make full use of front and to streamline our communications.  TBH my hard drive is full and doing a brain format is not possible.  I have more pressing matters to attend to so would prefer to hire someone experienced in setting up front to work better for me and save myself the stress and learning curve. Fairly straightforward use for us so I think someone with knowledge and experience could tune us up quickly.  If you are anyone you know would be interested please drop me a message.  Would really appreciate it.