Front users

We’re an e-commerce business and use Front for communication with high value clients looking to order multiples and other operational concerns (not general customer service).  The problem:-My main problem deals with my high value clients. When we need to reference their specific order requests, delivery dates, or other specifics, we have to scroll back up in the thread and as we approach our busy season, this is very inefficient. Once the order is placed, we would track this information in Shopify or Google Sheets, which we use for invoicing on our more complicated orders. I typically drop a link to the relevant invoice/Google sheet as a Front comment, but this still involves a lot of scrolling as these email chains get very lengthy. We don’t currently use a CRM. We’re a small business and just never had the man power to leverage one enough to merit the cost. We are open to one, but I am hoping for a low cost solution.  The ideal solution I envisio

Is it possible to view and download Front email attachments when viewing the message directly in Slack?

Our CS org is about to transfer to Zoom phone, and it’s my understanding the Front <> Zoom integration focuses on video conferencing/scheduling vs. the phone app. Have any teams using both platforms come across recommendations on how to leverage the two systems together?

Updated splash screen Updated Windows installer.

We’d like to migrate some existing rules to ‘Company rules’ and have two questions: Can an existing rule be converted to a Company rule without recreating it from scratch? Many Front users currently have “Company rules affect this inbox” turned off. Is there a way to enable this for all users at once, or must it be toggled manually for each user?

Hi everyone! 👋 Our team has been exploring Front’s analytics dashboard to better understand our response patterns. One insight we noticed is that while our average response time is within target, the distribution is uneven—some inquiries are answered in minutes, while others take much longer depending on the time of day or who’s on shift. I’m curious: How do you use analytics to identify bottlenecks in your workflows? Do you set up custom tags or rules to track specific types of conversations (e.g., billing vs. support) and then measure performance separately? Has anyone tied Front’s analytics into external tools (like a BI dashboard) for deeper reporting?  Would love to hear how others are using these metrics not just for reporting, but for improving team efficiency in real time.

Hello Front Community,Today I noticed the URL link icon is gone when creating a message. It used to be at the bottom a few icons to the right of the attachment one. Does anyone know how to get it back? I used it extensively. Thanks in advance!Amy

HiI have been a customer of Front for 1.5 years, and during this time, I’ve seen so many integrations added, but not GitLab yet. This is a thread to discuss why we have not seen this yet implemented.I tried to create an idea months ago, but it got merged into an invisible idea, so sadly the community can’t see it and maybe upvote it!Merged idea for Gitlab integration to an invisible idea I wonder if this because Front is already working on it or if they don’t care about integrating with Gitlab?I wonder if I’m the only member of the community waiting for a Gitlab integration? Raise your hand if you are looking for a Gitlab integ

Hi everyone! 👋 We’ve recently started using Front shared inboxes for cross-functional collaboration (support + operations). It’s been great for transparency, but sometimes threads get a bit messy when multiple teammates chime in. Has anyone here set up rules or tags to better organize internal vs. external conversations within the same thread? For example, auto-tagging internal notes or routing customer-facing replies separately? Would love to hear how you’ve structured this in your team to keep workflows smooth.

How do I change the default of send as resolved, to send as open?

Hello, I’m looking for advice on how to make the new UI more readable, whether there will be accessibility options like high-contrast (or color-blindness) themes in the near future, or if it is necessary to raise this as a feature request.In both the light and dark themes, I can no longer distinguish the sidebar or see separation between conversations and messages. Subject lines blur into senders and previews, making it hard to read. I'm not color blind but I can't perceive the subtle shade differences with the new UI that others seem to. I typically leverage high-contrast themes in Windows and increased monitor brightness/contrast to reduce eye strain and increase clarity, but even with adjustments the light theme remains hard to use. The dark theme offers better contrast but still lacks boundaries between text.Like many other posters I will use the old inbox experience for as long as possible because it was better. But I see that the Front team is responsive a

Hi Guys,We’re currently trying to set up WhatsApp on Front but running into the error below. Has anyone else come across this before? 

Hey everyone,In my role combining business analysis and support responsibilities, I’ve been exploring the Front Administration Certificate. One area I find especially useful is the Knowledge Base.From the materials, I understand you can: Organize articles with tags by customer type or topic. Insert articles directly from the composer when responding to customers. Track article usage to see what’s most helpful and update content regularly. I’m looking for ways to reduce repetitive questions while maintaining SLA targets. I’d love to hear how other analysts or support teams structure their Knowledge Base workflows to improve efficiency and insights from analytics.

Front rules are a game-changer for managing incoming messages efficiently🙂 Automatically tag conversations by priority or customer type. Route messages to the right teammate or inbox. Trigger notifications for SLA breaches. Has anyone set up rules to automatically prioritize urgent requests or high-value customers? Real-world examples would be really helpful to see these best practices in action.

I’ve noticed a couple of limitations in Front Calendar and was curious if others have found effective workarounds while these features are still in development: Cancellation Notes: Currently, when deleting a meeting, there’s no built-in option to send a cancellation message. I’ve been manually notifying attendees via email before removing the event, simple enough, but not ideal. Co-Organizer Functionality: Since Front doesn’t support assigning co-organizers, I’ve been using Teams or Outlook to set that up, which then requires managing changes through those platforms. It works, but adds a layer of complexity. If anyone has discovered a more streamlined approach or temporary solution, I’d really appreciate hearing about it. Always open to learning from how others are navigating this.

Hi everyone,I’m exploring ways to make message templates accessible across the entire organization, spanning all workspaces. Currently, Front’s “Company” workspace settings support rules, but not message templates, which limits centralized management.The two workarounds I’ve come across are:Creating a shared workspace that everyone can access, solely to house the template. Keeping the template in its original workspace and granting template-level access to all users.Both approaches work, but they’re not ideal—especially when it comes to maintaining consistency and avoiding duplication across multiple workspaces.Curious to hear how others are handling this. Have you found a more scalable or elegant solution for distributing templates organization-wide?

Curious if anyone else is experiencing this - we did contact support with no response yet.We added a new user to Front and they don’t have access to Contacts. It’s not in their app switcher menu at all. I can’t find a setting for this or anything…. anyone else have this problem?  

Hi! I am wanting to looking into notification settings within different inboxes for workspace admins. I’m currently a main admin for our Front Instance and on the end-user side, I won’t be using some of the inboxes set up across the team. Is there a way I can customize my notification settings on the Mac Desktop app? Thanks!

Is it possible to search a shared inbox’s archives by user? So, like I could search to see all the emails that I specifically archived? It’s likely not possible, but I won’t know for sure unless I ask. Thanks!

Hi Front users/admins! I’m getting started in Front as I build up my capacity in my role as applicaiton specialist. I’m here to learn about new processes we can manage in Front and/or ways to improve our current workflows. Looking forward to diving into the community more!

I used the “time off” feature when I took 2 days off in order to enable the auto-responder. There were several conversations assigned to me in a shared channel for which we received an inbound message while I was out of office. When that happened, I was unassigned from the conversations. I would like the conversations to remain assigned to me, so that the inbound responses would be waiting in my inbox upon my return. As it was, I missed them at first. How can I avoid being unassigned on conversations like this? I can imagine two possibilities:A way to enable the auto-responder without marking myself “out of office” (maybe I can do this with a rule? seems like a hack) Changing some settings so that inbound messages do not auto-unassign me. 

Hi, Might seem like an odd question but is there a faster way to get to the bottom of one’s contact list? Can you pick a letter and jump down the list? Seems like something is missing in contacts as the only method other than searching is to scroll.Harry

Please put the search box back on the main dashboard. I use the search button 500 times a day and now I have to click the little search button everytime. It adds hours to my day.