Product Q&A

Many users are reporting that when they search their inbox/shared inbox for a specific tag, emails show up that don’t have this tag. Why would this be?

We can make individual message templates available to specific inboxes — is there a way to do the same for entire template folders? Thanks for your help!   

So far I see only one discussion on desktop vs browser, so I am here to ask if there is a resource to give a full comparison on the differences between the two. I notice the training course deals with the web browser and I am curious how the behavior differs when creating tags. in the browser there are toggles to show in conversation and allow all inboxes. alternatively the desktop only gives an option to specify teammates that can use the tags. allowing all does not seem to be achievable efficiently. so where can i read on the distinction between applications? 

I am able to receive emails in Front and reply in Gmail. But when I try to reply in Front I get an ‘unable to send’ error. What is the issue? 

How’s everyone feeling about the new update? Personally, I’m struggling to find the value of the changes compared to the old model. Search bar moved, requiring extra clicks New layout sorting by “Open” and “Done”, then broken out by assigned/subscribed/inbox seems unhelpful. Additional time required to find archive. I like tasks--nice that the new layout allows filtering by tasks and discussions, however-- Discussions as a standalone category was nice.  Dropdown list for Inbox/Calendar/Settings/Analytics seems too hidden, easier when the icons were listed out at the top.  Objects condensed: I built a dynamic variable automatically linking a URL to the top of emails, but that is now condensed into an object icon instead of displaying the link at the very top.  I always give updates a chance a commit instead of reverting to old settings. I’m hoping its an evolving update, I realize this is the first iteration. 

I am looking for a Front expert to help my company better utliize Front email settings, rules, etc…..does anyone know of Front Experts/Consultant for hire? Some of us have no time to try and figure this stuff out wehile growing a company:)

Anyone else have front erase all the cc’s on any draft email left open over night? I’m assuming they all get erased when the computer goes into rest mode but it doesn’t happen to a co-worker. 

We have enabled smart QA for our customer service team, but we noticed that some internal emails are affecting the scores and we can`t get a real picture of what is going on (i.e. when you forward and email without writing any messages it drives you empathy score down - this is part of our order entry process so there`s no need to write anything). How can we get Front not to take these emails into consideration?

Using the Front webapp (as a PWA) on Windows, how can I disable notifications about calendar events? We use Google Calendar, so I rely on Google Calendar for notifications and Front creates duplicate notifications. On Settings > Notifications, I've set Desktop and Mobile to "No notifications”, but I am still receiving Desktop and Mobile calendar notifications. See screenshot below.   

I have a user who was having email issues during the AWS outage yesterday.Now her email is working, but her Sent items folder is only showing the past 2 days. We can search and find older emails in the Sent folder so we know they are there, but we cannot scroll back past yesterday morning.We did try turing off sent item tracking and turning ir back on to see if the sent folder would resync, but that does not appear to have made any difference. Are there any other things I can try? The are connected to O365 ThanksThomas

What has been the single BEST tool you have used in Front?

On Windows, when I print a PDF from Front using Microsoft Print as PDF, the resulting PDF has embedded images, not text. In other words, I can’t select or copy text in the PDF using Adobe Reader or any other PDF viewer. Is there a way to print a PDF that would enable me to copy text from the PDF? 

Hi, is it possible to have Claude read all of Front’s transcripts and extract insights? Grain (our call recording software) has an MCP integration https://grain.com/release-note/06-18-2025 that is wildly helpful for marketing teams to understand patterns.  One use case is, “What are people reaching out most about in the last 30 days in Front. Extract exact quotes and replies that our team said. Then group by themes”. We’ll then set up webinars for these topics. There’s just so much raw data in Front that it’s hard to make sense of it manually for marketers, so an integration would really help! 

Hi I’ve been struggling to have our contact list up to date and it would really help me to have the ability to mass delete auto-created contacts. Perhaps you can integrate this feature or at least allow front support to have an internal way to achieve this.

Hello, I’d like to raise another problem I encounter regularly after the new interface and see if other users also struggle with this. I have several teams using Front and swap between them in the Settings pane. I am used to design where the selection pane/sidebar on the left in off-white shows my selections.How come the workspace is only a small letter “I” icon? Then I have to look over into the white configuration pane to confirm I am looking at the “IT Ops” workspace which takes me away from locating my setting, next my eyes go back to the left selection pane to click on Rules (which are also too far down for a commonly-edited settings page).When I swap over to the next workspace, it shows a green letter “I”. Why are they just “I”s and can’t be the full workspace name in the off-white sidebar? It’s unnecessary that I cannot see the workspace selection on the left and am given only different colors of “I”. Green I for IRPurple I for IT 

I have customers who are filing tickets through our portal, and when they file via our help center, they are being prompted to verify their email address. They will confirm their email by clicking the button below, but will be prompted again when they submit another ticket. The customer will verify their email above, directing them to their requests.Need guidance on why this is happening and any solutions to allow customers to only verify their email once. Thank you.

I have been using front for about a week, and initially had no topics. Then on Sept 30th, four topics were created. No new topics were created since then.My questions on topics are:Will they automatically appear or does it take 30 days (as per your docs) for Front to evaluate new topics? If it does take 30 days since the last discovery, is there a way to “trigger” new topic discovery? If a flood of new emails come in about a new topic, such as a live site issue, will Front be able to create a new topic on the fly as needed without having to wait 30 days?Thanks in advance for your clarifications!

At the moment, at the new interface version all inboxes on the sidebar are merged together. There is no clear distinction, so it seems that all inboxes merge together. It would be great if certain boundaries were marked. Is separation planned? 

What setting can we use to stop this from happening?  What is the use case for which it is _useful_ to unassigned a conversation just because of a change in inbox?

At my company we have a group of several people working in different time zones. I would like to know how I can automate a response timer that would work for everyone individually without having to automate a separate rules for each member?

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

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 integration too!I’m not asking much, just same capabilities as the Github integration would be nice.Hopefully Front and the communty sees this post 

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 and I hope you will offer