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Product Q&A

Got questions about how to use a feature? Need help troubleshooting? Ask away and our team or your peers can assist.

  • 240 Topics
  • 579 Replies
240 Topics
helena
helenaCommunity Manager
published in Product Q&A
Macros AMA: Create shortcuts to automate multi-step processesAMA

With macros, your team can perform several actions at once with the click of a button. The options for codifying your business logic are endless: macros are completely customizable to your needs. From handoffs to escalations to updating other systems (coming soon!), macros make it easy to ensure processes are followed and issues are resolved in a flash. If you want to know more, here’s your opportunity! We have our macros Product Manager, Fred Bidot, here to answer all your questions about macros and how they can accelerate your response times, speed up your workflows, and reduce onboarding and training time for agents.  If you haven’t had a chance to see it yet, here’s a look at how macros work:  Check out these additional guides to help you get set up: Course: Accelerate your workflows with macros Article: Use macros to accelerate your workflows Article: Macros best practicesFred will personally answer your questions on Monday, August 19 – and we’ll ensure any questions thereafter co

27610
fred_bidot
3 months ago
helena
helenaCommunity Manager
published in Product Q&A
When to post in this forum versus contacting Support

This forum is the primary way to receive assistance using Front. Post questions about our product in this forum, not via the community DMs with our support team members as DMs are not actively monitored. Posting questions in our Product Q&A and other discussion spaces allows other Front users to learn from your question and allows the broader Front Community to suggest innovative solutions or respond with follow-up questions of their own. However, there are times when you should contact Front Support instead. These include:Reporting bugs or performance issues When you need changes made to your Front account When you need to share private information to troubleshoot a problem  If your issue does not fall into one of those categories, then please post in this forum. Rest assured our Support team and community gurus will see your question and respond before you know it!

6790
helena
1 year ago
kmitch
kmitchRookie
asked in Product Q&A
Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

31
justin
8 hours ago
meganatencamp
meganatencampConversationalist
asked in Product Q&A
Tips or Tools for storing customer information

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

91
PhoebeatFront
11 hours ago
Front User
Front UserFronteer
asked in Product Q&A
Show accounts pinned on your sidebar

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

823
cat_apac
2 days ago
benc
bencEnthusiast
asked in Product Q&A
Reconnecting Google

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect.  When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again. 

1322
G
5 days ago
Kristen
KristenRookie
asked in Product Q&A
What is the best way to go about different time zones in the same company?

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?

71
cat_apac
7 days ago
Maxim
MaximRookie
asked in Product Q&A
How do i configure AI.

Hey guys.I tried to set up AI sentiment tags for my workspace today but ran into a problem: Each tag required "10 approved messages." I have not been able to find out how to approve said messages, and I was curious to know if anyone could help. 

121
cat_apac
7 days ago
Kristen
KristenRookie
asked in Product Q&A
What is the best way to overview my teams work without being too involved?

Throughout the learning path I have seen a few ways to oversee my employees in their work, but I am looking for the most hands-free way to just have a quick oversight without looking at the statistics. I have thought of automating tags for if there were to be an SLA breach or a churn risk etc. that would be visible in my views tab, but I am wondering if there is an easier way to do this?

221
cat_apac
7 days ago
Maxim
MaximRookie
asked in Product Q&A
How do i import a knowledge base

Hey there!My team is currently creating a knowledge base in trainual.com. I was wondering if anyone could share some insight on how I could import this knowledge base into Front.com without just doing it manually. 

81
shelleyannc
7 days ago
harry
harryConversationalist
asked in Product Q&A
Data retention without access using macro

This may be a long complicated question but we are hoping for a simple answer.  We have emails coming in that need to be escalated to a higher tier.  We have a macro that performs the flow of tagging, moving and assigning which works correctly.  We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email.  The original email comes in to our team and they determine if it needs escalation and activate the macro.  We would like the original email to be retained by the team should they need to reference it.  At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them.  So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

81
sadie_mcdaniel
8 days ago
Michael_B
Michael_BConversationalist
asked in Product Q&A
How are you managing your TikTok messages?

From what we can tell, there is currently no way to link TikTok messages to Front. A handful of other apps are starting to do this. Curious how the community is dealing with messages from TikTok?

343
Michael_B
12 days ago
rachid
rachidRookie
asked in Product Q&A
Create customized reports in Front to track team activity and assess productivity.

Hello, I hope you're doing wellI've just read all the details about the reporting part in Front and would like your help.What I noticed is that Front calculates the number of messages. My question is: does “message” in Front only mean an email, or does it encompass something else?To give you some context, we're a company and my job is to create custom reports for the business. I want these reports to give me more visibility into the team's activity. My goal is to be able to generate a report that gives a clearer picture of the team's day-to-day activity. For example, how many mails have been received and processed, the period during which the number of mails has increased or decreased, how many mails have not yet been processed, and any other details enabling me to assess the team's productivity during the day.Can you tell me how to go about creating this type of customized report?Thanks. 

191
cat_apac
14 days ago
ncimino
nciminoConversationalist
asked in Product Q&A
Reset Front user password?

Hello - Is there a way as a Company admin to reset a user's Front password?

121
H
15 days ago
riccardo_migliori
riccardo_miglioriRookie
asked in Product Q&A
Sentiment based dynamic SLA

Hi, is it possible to dynamically change the SLA for a conversation based on the sentiment of the messages?

131
PhoebeatFront
15 days ago
riccardo_migliori
riccardo_miglioriRookie
asked in Product Q&A
Maintaining filters when looking for specific rule in a set

Hi, can’t the filters I set when i look for a specific rule in a large set remain active if I open one and then go back? Otherwise I always have to insert them again.

71
PhoebeatFront
15 days ago
lindsey_biggs
lindsey_biggsConversationalist
asked in Product Q&A
Rules stopped working

Hi guys!  Some of our rules have stopped working. Any idea why this might be, and how to restore their functionality?   

1178
ncimino
15 days ago
harry
harryConversationalist
asked in Product Q&A
Domain based rule

Is it possible to create a rule based on a domain only?  We receive emails from Facilities which have numerous staff emails that are all based on a single domain.  We would like to create a rule based on one domain for a facility and not a rule for every staff email from it.

122
harry
15 days ago
Felipe
FelipeRookie
asked in Product Q&A
Branch by Visitor Data Doesn't Work

I have created a chatbot conversation flow using the "Branch by Visitor Data" blocks. However, the conditions "If Name exists" and "If Email exists" always evaluate as true, even when I initiate a conversation from an incognito window and no name and email are passed during the chat initialization. Additionally, in some cases, customer names are prefilled with a UUID string.This chat is running on top a Shopify store and no matter if a customer is logged in or not, the message in green is aways presented.How can I avoid that issue? 

191
sadie_mcdaniel
25 days ago
harry
harryConversationalist
asked in Product Q&A
Taking out the trash

Is it possible to take out the trash?  There seems to be no way to delete the emails in the trash bin or clean it up.Thanks,Harry

335
PhoebeatFront
25 days ago
kevinr
kevinrHelper
asked in Product Q&A
Windows 11 Native ARM support

About to order a Snapdragon powered surface laptop 7, Is the front Desktop app setup to natively run on ARM on windows? 

615
kevinr
27 days ago
sharifah_zanaruddin
sharifah_zanaruddinConversationalist
asked in Product Q&A
Bot

Hi, How can bot help in Front? Thank you,Sharifah

571
cat_apac
29 days ago
irina
irinaRookie
asked in Product Q&A
Report by visitor source URL

How (if possible at all) can I get a report for Conversations (live chat) by visitor source URL?

791
patrick_v
29 days ago
Ben Durot
Ben DurotConversationalist
asked in Product Q&A
Export contact by email adress instead of names

Dear Front Community, When I export the contact list from the “Customer satisfaction” tab on a desired period of time, the contact column displays a mix between names and email addresses. This is hard to filter and generate graphs.Do you know if there is a way to dislay ONLY email address in the contact column? Thank you very much for your help.Cheers,Ben

133
Ben Durot
29 days ago
hcantor
hcantorRookie
asked in Product Q&A
Moving Emails in Front

When an email in Front is moved to a different inbox and that new inbox replies to the original inbox it was moved from, that email does not make it to that original inbox. Instead, a copy of it comes back to the second inbox it was moved to. Other than forwarding as new conversation, is there a workaround?

231
cat_apac
1 month ago

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