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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.

  • 296 Topics
  • 706 Replies
296 Topics
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!

7610
helena
ngallis
ngallisRookie
asked in Product Q&A
Auto-assign by Account (Back-up)

We have created a rule which automatically assigns an email from a customer to a member of staff.However, this rule does not take into account back-ups in the event of an agent's absence. Is it possible to include a rule that modifies automatic assignments in the event of absence ?Thanks for your help ! 

81
cat_apac
ngallis
ngallisRookie
asked in Product Q&A
Front x Outlook Highlight

My department works on Front but not the rest of my colleagues. We used to use ‘tags’ (like “@Name”) in Outlook to highlight emails to the colleagues concerned. Is it possible to tag in a Front Front and have it visible in Outlook for another user or client ?

81
Isaiah
aholt
aholtConversationalist
asked in Product Q&A
Multiple users with same default channel

We have a sales@ email address that comes to a shared inbox. When individual members of the team respond to the emails that come to that inbox, we want the “From” field to show ONLY sales@, not the individual’s name or email address as an ‘on the behalf of’. How do I set that up?

211
patrick_v
brianABHP
brianABHPConversationalist
posted in Product Q&A
Gmail stopped syncing with Front for all channels

Hello,We have been experiencing issues in the past 15 hours company wide where email from Gmail accounts are not syncing for our users. Steps we have taken to try and fix this:Restarted the app Updated the app Reauthenticated with GmailWe are able to send from Front with no issues, so this appears to be a possible imap issue? We have made no changes to our configuration, so we are unsure how to fix this problem. I am not sure if others are experiencing this as well, or if this just limited to our accounts. The status page shows all things operational for Gmail and all other services.

383
Sadie
pete604
pete604Conversationalist
asked in Product Q&A
New to front and looking for consultant.

Recently transitioned to front after 5 years with Trengo. I am looking for someone to consult with me to make full use of front and to streamline our communications.  TBH my hard drive is full and doing a brain format is not possible.  I have more pressing matters to attend to so would prefer to hire someone experienced in setting up front to work better for me and save myself the stress and learning curve. Fairly straightforward use for us so I think someone with knowledge and experience could tune us up quickly.  If you are anyone you know would be interested please drop me a message.  Would really appreciate it.  

313
Annie A.
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Simplifying Customer Self-Help

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

171
PhoebeatFront
shelleyannc
shelleyanncHelper
asked in Product Q&A
Add lists to a master list

We have multiple lists that serve different purposes. I’d like to identify all of the lists with a specific word in the name and add them to a master list. I don’t see a way to add a list to another list, and even if I exported the list of shared contacts, it doesn’t look like it would indicate what lists they already belong to. Any suggestions?Use case example: Add all the groups with “Software” in the name and add them to the Business Continuity list to create one master distribution list.

221
PhoebeatFront
ggarcia51290
ggarcia51290Rookie
asked in Product Q&A
Help Us Catch Critical Outage Reports Faster

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

141
PhoebeatFront
allendirickson
allendiricksonConversationalist
posted in Product Q&A
Create reply time goals

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

161
cat_apac
allendirickson
allendiricksonConversationalist
asked in Product Q&A
Merging Emails

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

141
Sadie
jett
jettRookie
asked in Product Q&A
Feature Request – Ability to Tag Teammate Groups in Comments

Hi Front team,We’d love to request a feature that allows users to tag entire teammate groups (e.g., @payments-team, @customer-support) in comments or notes within a conversation.Right now, we can only tag individuals, which limits visibility and creates communication gaps when collaboration is needed across functions or shifts. Especially in high-volume scenarios or when handling complex bookings and endorsements, being able to tag a group ensures nothing slips through the cracks, even if specific teammates are out of office.Suggested functionality: Allow admin-created groups to be mentionable with an @ symbol. Teammate groups should receive a notification, just like individual mentions. Group tags should be manageable from the team settings. This small enhancement would significantly improve team coordination and reduce manual steps in reassignments or follow-ups.Thanks so much for considering!

441
christopher_nunag
joe_eral
joe_eralConversationalist
asked in Product Q&A
Change in forward button

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

574
Isaiah
KatieRF
KatieRFRookie
asked in Product Q&A
Bounced Email Address

Hi, is there a way to get Front to show you which email address returned or bounced when you have sent to multiple addresses? I get the following message “A message failed to be delivered dropped /Bounced address” but I don’t see which email it failed to be delivered to. 

2892
guillaume
mwilembo
mwilemboConversationalist
asked in Product Q&A
Whatsapp integration in Front

Hi all, I wanted to ask if anyone has faced the following problems when it comes to integrating WhatsApp.The below error is what I am getting; is there a way of solving this issue? 

634
Annie A.
sophiegandar
sophiegandarConversationalist
asked in Product Q&A
Logo in signature - not working

Hi there,We’re a small team and half of us have a break in the logo that’s been working fine in our signatures for years. Any ideas? The code appears consistent across the team.

434
sophiegandar
alexas
alexasEnthusiast
asked in Product Q&A
Microsoft Blocking Sequence Emails

I’ve been using the sequencing feature to do some marketing / sales outreach. The last round of sequences I sent out went to around 800 contacts in total and I had no issues with bounces or spam.This time around, the email we were using got marked as spam by Microsoft just before the last sequence went out and they all bounced. Has anyone run into this before? Any recommendations on where to go from here? The sequences we build for the next couple of months are supposed to be sent with this email. 

241
Sadie
loriking
lorikingConversationalist
asked in Product Q&A
Signature

My signature line has disappeared and I cannot find a place within Front to work on this

383
bestrada
bad
badRookie
asked in Product Q&A
How Does Front work with Microsoft DLP?

How does Front work with Microsoft DLP, aka Purview?  For compliancy, outbound messages need to be scanned for sensitive information, leakage, and security.  Also, things like labels for content, etc.

221
R
alysha
alyshaConversationalist
asked in Product Q&A
Single Best Tip

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

64716
ward
margo
margoConversationalist
asked in Product Q&A
Best Practices for Rules: Account-Level vs. Inbox-Level?

Hey Front Community! 👋I’m curious to hear how others are approaching Rules in Front. Have you found it easier to create rules based on custom fields at the account level or the inbox level?What has worked best for you? Have you run into any challenges with either approach?Thank you!

604
margo
rachel
rachelConversationalist
asked in Product Q&A
Next-generation voice integrations

Will it be possible to integrate our Telus phone application into Front ?

1253
tiamarie_dennington
harry
harryHelper
asked in Product Q&A
Are there limits on number of Admins?

Hello, Are there limits to the two levels of Admin types? What I mean is how many workspace Admins and how many Company Admins are permitted in a given plan?

251
PhoebeatFront
bferguson
bfergusonConversationalist
asked in Product Q&A
Message Templates - Can you add who sent to?

Hello,I like to think that I am pretty well versed in Front. But I was trying to create a message template for an email that I have to send out weekly/biweekly/etc and noticed that it has a subject option but does not allow you the option to preselect whom it goes to?I am kind of big into saving time. 😊Sometimes I send these emails to the same group of people and thought that if that wasn’t something that exists for message templates maybe it could be added?Thanks,Brandy Ferguson, CFEAn Veritas Accounting

354
bferguson
quinn_miller
quinn_millerConversationalist
asked in Product Q&A
Name change question

I’m doing a name/email address change for one of my Microsoft 365 users.  They have a user mailbox in Exchange, but a shared mailbox in Front.  Should I… One, do the name/email address change in Microsoft 365 and hope everything syncs over to Front and hope for the best? Two, should I delete the Teammate, Inbox, Channel, and Rules associated with that user and start from scratch? Or three, is there something else I should be doing? Thanks!

571
Isaiah

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