Front users

Hey Front Community! 👋I’m curious to hear how others are approaching Rules in Front. Have you found it easier to create rules based on custom fields at the account level or the inbox level?What has worked best for you? Have you run into any challenges with either approach?Thank you!

Hallo Front-Community,wir erleben in unserem E-Commerce-Geschäft regelmäßig saisonale Spitzen, die zu einem massiven Anstieg an Kundenanfragen führen. Aktuell haben wir damit zu kämpfen, die Reaktionszeiten aufrechtzuerhalten, ohne die Qualität unserer Antworten zu beeinträchtigen.Wir nutzen Front, um alle unsere Kommunikationskanäle (E-Mail, Chat, Social Media) zu zentralisieren, was bereits hilfreich ist. Allerdings suchen wir nach spezifischen Workflows oder Automatisierungen, um diese Spitzen effizienter zu bewältigen.Hat jemand Erfahrungen mit ähnlichen Herausforderungen gemacht? Insbesondere interessieren wir uns für: * Regeln zur automatischen Priorisierung von Anfragen basierend auf Keywords oder Dringlichkeit. * Vorlagen oder Snippets zur schnellen Beantwortung häufig gestellter Fragen während der Spitzenzeiten. * Integrationen mit anderen Tools (z.B. Lagerverwaltungssysteme), um Echtzeitinformationen in unsere Antworten einzubeziehen. * Wie man die Team-Zusammenarbeit verbess

Will it be possible to integrate our Telus phone application into Front ?

Hello, Are there limits to the two levels of Admin types? What I mean is how many workspace Admins and how many Company Admins are permitted in a given plan?

I often review multiple schedules, identify shared openings, and provide clients with options.Is there a scheduling assistant or AI integration that can automate this? Ideally, I’d love to select team members and get a summarized availability report to copy/paste into emails—or even have AI pull this from Front calendars.Any suggestions?

Hello,I like to think that I am pretty well versed in Front. But I was trying to create a message template for an email that I have to send out weekly/biweekly/etc and noticed that it has a subject option but does not allow you the option to preselect whom it goes to?I am kind of big into saving time. 😊Sometimes I send these emails to the same group of people and thought that if that wasn’t something that exists for message templates maybe it could be added?Thanks,Brandy Ferguson, CFEAn Veritas Accounting

I created 2 inboxes managed by 2 different teams. We are merging the teams, what is the best way to consolidate the inboxes moving forward while keeping the history separate?

Hey folks,  I used the tool of shifts in Front for my team, and I wanted to share with all of you that this has been a great way to know who is working at which time and to define the worktime for the team so everyone who is available or outline can be responsible for the correct tasks. How to make this? Defining their shifts is essential because that will help us determine the correct OOO times for the team. I love it! I can see the fluency of the team's work in the analytics session.

Hey team, I have learned about Front and the great tools we as a company have to make decisions most effortlessly as a team. What tips do you have to start using Front for a company? We already used Front and the essential tools, but not everything is organized correctly. So, what are the first steps you took to make Front the best thing for your company?  Thank you! 

I’m doing a name/email address change for one of my Microsoft 365 users.  They have a user mailbox in Exchange, but a shared mailbox in Front.  Should I… One, do the name/email address change in Microsoft 365 and hope everything syncs over to Front and hope for the best? Two, should I delete the Teammate, Inbox, Channel, and Rules associated with that user and start from scratch? Or three, is there something else I should be doing? Thanks!

One of many things I use Front for is to view my team members’ calendars to see when all parties are available to meet.  I am constantly scheduling in my line of work (consulting)… so I have to look at 3-4 peoples schedules within 1-2 weeks, find openings that we have in common, take note of those openings, then provide the client will all possible options.  Is there any scheduling assistant tool or integration that can help with this? To me this would be an amazing AI feature… not sure if that already exists as well.  I would love to select team members and get a “summary” of all of our availability so I can copy/paste that in an email to a client. Or even prompt AI to get this information for me using the Front calendars.  Does anybody have answers or ideas?  

Hi everyone!I have tags saved in sidebar for quick access to the list of emails per tags. However, i noticed that archived emails with tags are not showing up on those sidebar list. Is there a way to include Archived emails (with tags) in the sidebar?when i search for the tag in the search box [TAG: XXXX] it would show all the tags despite of being in Archived. Essentially i am wondering if the sidebar tags can work the same way.  

Given that fields like IP Address and Current Hour are available when building chatbot Dynamic Variables, you can utilize these to route visitors arbitrarily to one of a couple of paths. This example shows using the last part of a user’s IP address (a number from 0-255) to route the user through path A or B;Example of A/B testing chatbot pathsIf their IP ends in 128-255 - sent them through Path A, otherwise (0-127) it’s Path B - this gives us a ~50-50 split.Why do this?You might want to test a new iteration of a path and check it’s performance with a small group of visitors (maybe limit it to 10%) before rolling out the change more widely.

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! 

How do you typically use custom fields, and what use cases have been most valuable?

Hey team, we’re absolutely loving Front so far, but are having some pretty big adoption issues on the Calendar (getting people out of Outlook) due to the lack of the ability to forward an invite that isn’t created by the user. I know if the user owns the meeting they can edit details and add a participant, but often we forward external meetings and/or internal meetings that aren’t owned by the user. Has anyone figured out how to handle this use case? Or @Support can we prioritize please :)!!

Hello.  I am looking for any suggestions on how to use system variables in Connectors.  I have a moderate amount of comfort working with APIs.  I have a Connector set up and working - POST requests are working and creating records in our third party app without issue.I cannot seem to be able to figure out how to pass system variables through our POST request.  I can create dynamic variables in the Connectors, but these do not seem able to access basic system data.  I have tried every variation I can think of - {{user.name}}, user.name, etc. but all this does is pass {{user.name}}, user.name, etc.to the created record.  I’m hopeful system variables can be passed through the Connectors and I am just missing something very obvious.  Any input is welcomed and appreciated.  Thank you!

This is a mobile app only issue.After successfully signing in with MS Outlook on iPhone, I get the following error:You can’t get there from hereYou must use Microsoft Edge to access this resource.Since I am not about to install Microsoft Edge, I’d like to know if there are any other ways to log in. F.ex. by associating a Google Account with my Front App account? Note: I have no issues logging in with the Desktop App. Update: A quick work around is to use the email / password sign in.

We need assistance on how to  send "opt-in" messages to be able to message our customers either outside the 24-hr window or to initiate a message with a new contact/customer. Pls. advise. 

Currently when someone comments on our Facebook story with an emoji/reaction it gets picked up on our system and gets tagged as a “member problem”. We want our members to be able to message us with an issue and we’ve got trigger words that activate that. We can’t just turn off all Facebook messages/reactions as we need to reply to some of them. This is where it gets tricky. We also have a rule where if the “Conversation Subject doesn’t contain: mentioned you on an; Commented on your; “ then add Member problems. We found this stops comments on Facebook posts flooding our views.   What we’re finding is when we put a post up on our story and it gets a reaction really quick. People are messaging in and it just floods the “member problems” view with these messages. We then have to manually go through and add a tag to separate the different types of messages.  Is there a way to separate a reaction/emoji from a genuine message?Is there also a way to put messages in our Facebook Group into it’

Hello Front Community! 👋 I'm Greg, Front's Director of Corporate IT & Enterprise Security, and I'm thrilled to share how our team is leveraging Front to revolutionize our internal IT support. It's been a while since my last update, and with all the exciting product enhancements over the last year, I couldn't wait to give you a fresh perspective on our journey.Some of these features that I am going to talk about are in beta, so contact your Front account team or our Support team should you have any questions or want to try them out yourself! Quick Snapshot of Our IT LandscapeOur mighty team of five handled an average of 120 tickets per month in 2024. We're proud to report an average ticket resolution time of just 1 hour and 15 minutes, often wrapping things up in two replies or fewer. (Thanks to our shiny new resolution report for this insight!) We've built a robust tech ecosystem with Okta (identity provider), Okta Workflows (integration platform), BlueTally (asset management), an

Hey team, we are in the process of rolling out Front for our company. We have some employees that have been users in the past. Currently, we are trying to decide if we should leverage workspaces, various inboxes, or rules for assignment. The employees that have used Front before used the same shared inbox with other distinct teams that are on the same client account. However, they mentioned the assigning can be quite burdensome. What would you recommend here?

In addition to the CSAT, which is great, is there a way to track or infer customer sentiment in a particular email?