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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.

195 Topics
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195 Topics

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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

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23 days ago

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. Posting questions in our Product Q&A 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!

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1 year ago

robertsaundersConversationalist

asked in Product Q&A

Holidays/special days in business hours?

Hi there, We’re super happy with the ability to be able to set business hours and have SLAs/automations (like auto repliers) work based on them. The only thing we’re running into now is there’s no way to account for special days or holidays when configuring our business hours. Google solves for this by adding the ability to configure one-off day schedules (see below). Is there any way or plans to support special hours?

10 hours ago

DeeyaConversationalist

asked in Product Q&A

Does Front have a feature to translate emails and send back translated emails in that other language?

Hello! Just wondering if you are able to translate emails sent in another language with any feature already in Front and better yet if you are able to reply back and have it translate to whichever language the message was sent in?

10 hours ago

helenaCommunity Manager

published in Product Q&A

Dynamic objects AMA: pull info from any system into FrontAMA

Did you know you can pull in information from your third-party systems directly into Front with dynamic objects? Simplify and automate your communication workflows using the orders, shipments, accounts, and other business objects that your communications center around.If you’re curious to know more, you’ve come to the right place! We have our Product Manager @robby_p here to answer all your questions about dynamic objects and how to use them with your systems. 📹 Here’s a demo showing dynamic objects in action and how to set them up: If that looks interesting to you, you can use these additional guides to help you set up:How to create dynamic objects Create dynamic objects with third-party dataAnd now, fire away with your questions below! This could get technical depending on how deep you want to go, so we welcome all your questions as you’re setting up, or general questions about how you might use this feature. Robby will answer them all on Tuesday, December 5 (but questions after tha

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6 days ago

veronicaConversationalist

asked in Product Q&A

Outlook e-mails not showing up in Front

We currently using Front for e-mail communications. We have received calls from clients indicating that they have sent e-mails to us, and we do not receive them. To confirm, we go into Outlook and there are e-mails from our clients that have not been pushed to Front. Has anyone else experienced this? We are trying to only use Front for both internal and external communications, but if certain e-mails are not coming through, we will be forced to check Outlook periodically as well and that is inefficient. If anyone has had this issue, what did you to resolve it? We need help.

7 days ago

kevinrConversationalist

asked in Product Q&A

Stop conversations unassigning on inbox move

Hi All!Is it possible to stop front unassigning a conversation when it is moved from one shared inbox to another? We use inboxes to track workflow so it is confusing those on the team when they move their conversation to the next step in the flow (the next inbox) and it unassigns itself from them.Thanks in advance!

12 days ago

amberlybEnthusiast

asked in Product Q&A

Draft Emails Deleting

Hi all!I’ve noticed that, when I reply to a new message in a Front thread, it clears any draft I currently had (i.e, if a new response comes in while I am drafting an email). Is there a way to undo when a draft is cleared or a way for this to not happen at all?Thanks!

12 days ago

athomasHelper

asked in Product Q&A

Macro Feature - Signature

I just recently started creating Macros for my team and one thing that we noticed is that when we respond to our customers using the macro function (using one of our templates) it does not use a signature. Is there any way that when replying using the macros that it defaults to the user signature? Example below: We would like to see our company signature after “Thank you for your patience”

20 days ago

alice_walmsley

asked in Product Q&A

Best tool shared inboxes

What is the single best Front tool you use for effectively managing shared inboxes?

20 days ago

CandiceRookie

asked in Product Q&A

Getting contacts from Front into Pipedrive

Our company is a long time Front user but we are now hiring a Sales Team and trying to Integrate Pipedrive. We’re trying to figure out the best way to get our contacts into Pipedrive with the least amount of manual entering. Any suggestions or tips on how to do this most effectively?

21 days ago

b_pozziConversationalist

asked in Product Q&A

Formatting options in rule set

Hello,As you have put a restriction in number of rules, I tried to create set of rules to reduce the unique rules.Formatting options are available for unique rule as you can see below, but are not available for rule sets. I cannot organize properly auto comments in rule sets. Line break is not possible and all information are completely mixed.Unique rule: Rule set: How can I arrange that? Have you planned any correction?Best,Benjamin

22 days ago

marcus_petersonEnthusiast

asked in Product Q&A

Vertical Monitor set up

Hello, Some of our associates prefer having their monitor set up vertically for the monitor they have email open on. In Outlook, you can change the reading pane to be on the bottom instead of the right, making it easier to read. Is there any way to change the orientation of things in Front?

24 days ago

Libby_RoyalConversationalist

asked in Product Q&A

Best platform to integrate for SMS messaging?

Hi! My name is Libby and I work for a property management company. We are diving into utilizing Front as a communication solution for our Owner Liaison team (aka client relations team), who work directly with the home owners for our rental properties. We currently operate using individual cell phones and personal phone numbers. While this works just fine for us in the day-to-day, it creates challenges when a team member leaves or a home is assigned to another team mate. We want to incorporate a platform that will sync with Front for calling and texting with owners, so we have a reference record of those communications as well.We are looking into Dialpad, but that seems to require all of the team to change their phone numbers or go through a lengthy porting process.Does anyone use a program that allows you to use an existing phone number for this purpose?

24 days ago

heather_hendricksConversationalist

asked in Product Q&A

Using Dialpad with Front

What are the benefits of using Dialpad with Front? I’m mostly looking for a feature we can enable for SMS messages, but am interested in learning other possibilities. Is there an article I can read more about this?

28 days ago

marcus_petersonEnthusiast

asked in Product Q&A

Dynamic Objects with Mcleod TMS

Greetings, I understand that Front supports the integration of dynamic objects with TMS software. However, I would like to inquire if it is specifically compatible with McLeod TMS for our company's use. Thank you for your assistance. Best regards, Marcus

28 days ago

stella_ighodaroEnthusiast

asked in Product Q&A

How to Send Bulk Messages

Hello, We are currently having a downtime and need to send the same message to everyone who has contacted us. Is there a way to send a bulk message in Front?

1 month ago

angusConversationalist

asked in Product Q&A

SLA trigger when moving message to new conversation

I’m trying to get a support team to follow the best practice of “if it’s a new query, move it to a new conversation”. However, when they do this, a reply time SLA is not triggered, which I would expect to happen as a new message has been received, and a new conversation created (manually). Is this a gap in functionality or an error? Thanks!

1 month ago

gchConversationalist

asked in Product Q&A

Understanding WhatsApp pricing

Hello everyone, I am a bit confused by the pricing of WhatsApp. The comparative table states that WhatsApp is available on all plans with third-party integration (I understand this refers to Twilio). However, there are no comparisons showing how to have the Front version. Only at checkout I find out I need the growth plan and additionally to buy 70 USD worth of credits. Are these credits on top of 1000 monthly free credits that WhatsApp provides ? Thank you for your time.George

1 month ago

gchConversationalist

asked in Product Q&A

Receiving and sending voice messages on the mobile Front App for WhatsApp

Hello everyone, Is it possible to receive and send voice messages in the Front App on mobile when using the WhatsApp channel ? Thank you. George

1 month ago

ebauEnthusiast

asked in Product Q&A

Grammarly Gone

Hello,I’ve noticed that the “compose with AI” spelling and grammar tool offered in Front is very inconsistent. It generally catches spelling errors, but the grammar and punctuation check leaves a lot to be desired. When it isn’t functioning, sometimes it will work if you highlight the content and then do the spell check. Though, sometimes even this trick doesn’t work.With Grammarly no longer supporting Front integration, is there any advice out there? My work solely relies on the app and not web browsers for their emails. It would be awesome if Front were working to improve this.

1 month ago

ChrisTheLightConversationalist

asked in Product Q&A

Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part. I want to authorise a user based on their email address they submit. I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

1 month ago

angusConversationalist

asked in Product Q&A

Time to First Response as an SLA

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

1 month ago

mhumphreysConversationalist

asked in Product Q&A

Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

1 month ago

mhumphreysConversationalist

asked in Product Q&A

Microsoft Teams plugin

Is there a Teams plugin in available or any plans to integrate it in the future?

1 month ago

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