Hi there! Custom fields in Front are used to add more details to various resources such as contacts, accounts, teammates, inboxes, conversations, and application objects. Here are some valuable use cases:

1. Contacts: Add details like Job title or NPS score. These fields can be used in rules can automate actions based on these fields.
2. Accounts: Add fields like Revenue or Account Manager. These fields are shown in Contact Details and can be used in rules, message templates, and signatures.
3. Teammates: Add information such as Manager or Role. These fields can be used in Smart Rules to automate workflows and in message templates and signatures.
4. Inboxes: Add information like Manager of the inbox. These fields can be used in Smart Rules to automate workflows.
5. Conversations: Add information like Category or Last Assignee. These fields can be used in rules to automate workflows.
6. Application Objects: Add fields like Company or Priority. These fields can be used in application object previews to display important information.

Custom fields are particularly valuable for automating workflows and personalizing communication through the use of Front's rule engine and message templates.

You can find more information on Customer fields here: Understanding custom fields
 

If you have additional workflow questions, I recommend reaching out to our Support Team at  Support@Frontapp.com to assist!

Hi,

I use this in several of my templates which puts the first name of the person I’m emailing to.

Hello {{recipient.first_name}},

Harry

Hello Harry, 

Support is happy to look into this issue for you! Please reach out to Support@Frontapp.com and include the conversation ID for a message you have experienced this issue with. For privacy purposes, we are not able to access any information in your account without an ID provided.

To find this, click on the ... at the top of the conversation (to the left of the tag icon) and click Copy Conversation ID.

Looking forward to hearing from you!

Hi,

I suspect someone is using templates to reply here or is this AI jumping in. Regardless using the dynamic variable is a handy thing.

Hi ​@harry! 

Phoebe here. We are real Support reps jumping in on these threads Tia and I both work at Front on the Support team. Just to clear that up! We’re not AI or using templates.