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Hi everyone,I’ve been reviewing how we use tags in Front, and I feel like things can get messy if not structured properly.Currently, we use tags like:Billing Technical issue Follow-up UrgentBut over time, more tags keep getting added, and it’s becoming harder to maintain consistency.I’m wondering:How do you structure your tagging system (simple vs detailed)? Do you limit who can create tags? Any best practices to keep things organized long-term?Would really appreciate insights from teams who’ve scaled this well!

Hi everyone,We've been exploring Copilot's suggested replies feature and ran into a couple of things that have us a bit puzzled. Hoping someone here has experienced something similar or can shed some light!For context, we use WhatsApp exclusively and have our knowledge base set up with Q&A entries.The "email" thingWhen a suggested reply gets skipped, we hovered over the ⓘ icon and saw this tooltip:"Did not suggest a response because it looks like the original email does not contain any question."The message was sent via WhatsApp. Why does the tooltip reference "email" here? Is this expected behaviour, or something else?The matching feels very literalThis one was eye-opening. We have a Knowledge base article titled "Can I use contraception while breastfeeding?", Copilot only generates a suggested reply when a user types that question verbatim. The moment someone asks anything slightly differ

We are new to Front and happy to be here. We will be using Front in a new Scaled Customer Success Model. What tips would you provide in using Front for this specific model? 

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.

How do I import my emails with the help of API to front from an email platform other than Gmail and Microsoft 365? 

Hello! So our plan is to quickly setup and use Front to handle all customer feedback, organise it and make sure we do not miss anything important. We will have a few mail channels and maybe a couple of other types in time to come. Based on your real world experience what are the most important steps to follow in order to ensure a clean base setup in front?

New to Front but really enjoying it! One area of customization I'm still debating is enabling the ticket status setting.I would love to hear from some other users on their experience with enabling this vs treating every request as a conversation (keeping conversation status enabled)

Hi, does Front support sending WhatsApp voice notes via web or mobile without third-party integrations like Vocal?

Is there a single place you can look at everything that occurred with a conversation with time stamps and who touched what instead of going to the bottom of the individual conversation

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! 

I am happy to access a new promotion allowing me to Utilize Front further in helping my team!

Hi folks 🖐Is there a way to automatically update the internal knowledge base, based on the content of messages? For example, if a customer emails to give blanket authority for specific transactions accross their account, can I automate capturing this into the knowledge bank? Thanks all!🙂

Load balancing as a foundation to distribute conversations based on teammate capacity and then layer AI features like topics and classification on top to route messages by intent and skill, ensuring the right group receives each conversation and within that group the least-loaded available teammate gets it, while teams monitor response and resolution times to fine-tune assignment limits and rules over time. 

Hi there, may I please know how long does it take to fully sync Asana to Front? 

HiJust setting up Front.  It seems to be taking a long time  "identifying your topics" in the set up. It’s fair to say that our email account is pretty large 28,300 sent items so would that be the reason?Maybe I’m just impatient :)Thanks 

We are a Manufacturer's Rep agency with one primary "Inside Sales" team. Generally, we want incoming emails to Round Robin to the whole group.However, we have one specific manufacturer line where 3 of our 14 reps should not receive those assignmentsMy Question: Is it better to create a completely separate "Team/Group" in Front just for that one product line? Or is there a way to write a Rule that says "Round Robin to Everyone EXCEPT Person A and Person B" if the email contains a specific keyword?Trying to keep our setup clean without creating too many unnecessary Groups. Thanks!

Hello, When creating a Rule, sometimes I am unable to add a Tag that I have created. For example, I would like to Tag a location on a Rule but once I go to select said Tag, it does not appear on the drop down menu. I have also checked that said Tag has access to the specific inbox. 

Hi,I have had front in my company for 10 years, however, I never really understood all the capabilities. I now need to figure out of I can actually work like I want with multiple inboxes, and actual shared inboxing across my small organization. Is it possible to find a freelance engineer, who can assist me with the things I wan’t to do?Simon

HiI’m looking at linking Front to ChatBase which we successfully use to help Front build knowledge for replies so I’d be keen if anyone has some experience with that.The pro’s and con’s 😀Thanks

Hello everyone, I am facing a problem with Front, when ever I assign an email that is left unassigned or change the assignee name then front automatically archiving the email.Not really sure if I changed something lately in the settings or this is as part of new updates in front.This is very frustrating after assigning the email to someone, I also have to click Unarchive in my email in order to bring the email back to my shared section. I appreciate if you can share any work around or some sort of setting which could solve the issue

We are newer to Front, but for anyone managing ongoing conversations, don’t forget about the “Waiting” status, it’s a great tool for keeping your inbox organized and transparent.When you’re waiting on a client’s reply or an internal follow-up, switching the thread to “Waiting” helps signal that action is pending elsewhere without losing visibility. It also keeps response metrics clean and prevents things from falling through the cracks, especially important when turnaround time matters! This has been a game changer for our team!

Hi, I am new to front and wanted to learn from others that have a small group of 2-5 sales reps and how they are currently using front and what type of automations are helpful to ensure a smooth customer experience while ensuring the app is being used proficiently?

I have one primary inbox with a channel setup of incoming email.  I route based on rules to a series of other Inboxes based on client’s domain from their email address.  All of the forwarded-to Inboxes work as expected except for one.  One of them, and the moved messages that land in it, does not allow me to forward or reply to the message.  The button is missing and there are no options to do so. Also, when I choose resend or forward as a new conversation, I don’t get the normal email message popup.   It feels like a rights config issue, but I’m the admin on teh account, so I’m not srue what’s missing.  Thanks in advance!

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.

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.