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How do we setup a custom SMS connection channel to connect to AWS End User SMS or AWS SNS (instead of ex: twilio)The only guide is confusing and doesnt really help - also asked AWS side but they referred back to frontapp.

Hoping someone here has run into this before. I run a screen printing & embroidery shop and use Front for all our customer communications. I’m trying to connect my Google Calendar (Workspace account) to Front, and I’m getting some mixed signals from the app.Here’s what’s happening: I went through the normal “Sign in with Google” flow to connect the calendar. It looked like everything worked — Front said permissions were granted (see attached screenshots). But when I go to the Calendar section in Front, it still tells me to connect a calendar. If I try to reconnect, the channel setup page says the calendar is already connected by my company, so I can’t re-do it. So… it’s kind of in limbo? 😅A few things I’m wondering: Why would Front say it’s already connected, but also not actually let me use it? Could this be a c

Hello,I would like to clarify how SLA functionality works in Front. As I understand it, we can assign a specific SLA to each tag—for example, the #rush tag can have a 24-hour SLA set in Front. In this case, I see two possible scenarios: No auto-tagging enabled (i.e., no rules in Front that automatically assign the #rush tag—only the 24-hour SLA is configured): When we receive an email that should be treated as a rush request and handled within 24 hours, someone managing the mailbox (e.g., the dispatcher on duty) would need to manually apply the #rush tag. My understanding is that Front will still calculate the 24-hour SLA from the original time the email was received, even if the tag is added a few hours later—say, 3–4 hours after the email arrived. Is that correct? Auto-tagging enabled (rules are set up so that emails containing the word “rush” or

Hello,We are in the process of setting up Front for our company. From one of the trainings, I understand that we can easily export our Contacts (e.g., name, surname, email) from Salesforce as a .csv file and import them into Front, allowing us to use them for sending emails starting on Day 1. Is that correct?Would you recommend this approach, or is it better (and possible) to connect Front directly with Salesforce so that contacts are synced automatically in real time? I want to ensure that any updates made in Salesforce—such as changes to a contact’s email address—are accurately reflected in Front.Thanks!

Hello,I would like to clarify something regarding user management.If an admin or member is removed from a company or workspace, is it allowed or expected that they can be invited again later?Or is the removal intended to be permanent, preventing them from being re-invited?Appreciate your clarification on this behavior.Best regards,[ahmed bahgat]

Hi everyone!We’re exploring ways to integrate Front with our CRM so that our team can see customer context right inside the inbox and avoid switching between tools.Which CRM are you using with Front, and how well does the integration work?Thank you! 

Hi everyone!We handle a large volume of customer conversations every day, and we’re finding it difficult to keep our tagging consistent and truly useful. One of the main challenges is that we don’t have a standardized list of keywords or predefined tag guidelines, so team members often apply tags based on their own judgment, which makes reporting and filtering much harder.How do your teams keep tagging organized and consistent, especially when you don’t have a strict set of keywords? Any best practices, workflows, or automation tips would be really appreciated! Thank you!Patrycja

This is obviously a metric we are always trying to improve. An idea that came up is targeting problem teams with direct communications with suggestions and bumps of previous trainings they may have forgotten. Any other suggestions for ways to help teams continue bringing down their first reply time outside of a full re-training?

Looking for inspiration on we can utilise all the features within Front!

I was curious which analytics you all find most useful on Front and most intuitive? 

Hi Everyone!I’m fairly new to Front currently exploring how to streamline our support team’s inbox during peak hours. We get flooded with customer queries and sometimes high-priority issues get buried.I’m planning to create a few rules that tag message based on keywords like “urgent”, “outage” or “payment failure” and then route those to a priority inbox.Has anyone implemented a similar triage system using Front rules and tags? I’d love to hear how you’ve approached escalation logic or how you’ve used custom SLA rules for this type of workflowThanks in advance for sharing your experience😇

Front has been helpful in keeping track of all work and is user-friendly. 

Hi!Our team is thinking about using Front more intentionally for onboarding new hires.Has anyone set up Front-based workflows or resources (rules, tags, knowledge base, etc.) to help with onboarding or training? What worked well?

In reviewing the team performance analytics, I noticed that the average Reply Time and First Reply Time are not displaying for a particular team. I'm unsure why this is happening. It could be related to how the team is handling responses (possibly archiving messages before replying), but I’m not certain. I’d appreciate any insight into what might be causing this.  

Is there a way top duplicate rules and macros? It’s frustrating to create rules all over again and they are pretty similar.

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

Can anyone share some insights about importing client Accounts and Contacts from Salesforce into Front and if changes to any contacts attached to a Salesforce account are synched in Front Accounts? Such as contacts moved to a a different account, new contacts added or deleted in Salesforce accounts? Any particular Front settings that should be switched on/off?Thank you

We’re in the very early stages of moving from Zendesk (where we’ve been for 15 years) to Front. It seems like there are a lot of things that will be eaiser to manage (rules, schedules, reports), but what’s one thing you miss, or that surprised you when you moved?

Our company is onboarding with Front, how do you accurately report on cross-team ticket resolution when conversations move across multiple inboxes before closure?

What are your strategies for prioritizing chat over email in load balancing while respecting teammate assignment limits?

Hello Team,  Could you please advise on whether the archived conversation will be reopened after tagging the team members? Thanks 😍

Hey team, Could you please clarify the difference between Trash the conversation and Archiving it? Thanks 😍

As a new Front user, I have just recently begun to experiment with the "Invite guests to conversations or internal discussions" feature. This feature allows you to bring external collaborators—such as clients, vendors, or contractors—into specific email threads or internal discussions without granting them full access to your inbox or workspace.Benefits I’ve noticed: Improved collaboration: Instead of forwarding long email chains or creating new threads, you can bring a guest directly into an existing conversation. This helps reduce confusion and ensures everyone is aligned. Streamlined communication: It keeps all related messages and participants in one place, cutting down on scattered emails and improving response times. Controlled access: Guests only see the conversations they’re explicitly invited to, which helps maintain security while still enabling c

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

New to Front and wondering if anyone has SLA tips and tricks for a team that covers all time zones in the US?