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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.

224 Topics
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224 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

26310

2 months 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!

6630

1 year ago

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?

32 minutes ago

kevinrConversationalist

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?

32 minutes ago

Ben DurotRookie

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

13 hours ago

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?

20 hours ago

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?

270

22 hours ago

Tym1000Conversationalist

asked in Product Q&A

Best idea for email escalations.

Hello everyone! Currently we have 1 main shared inbox, with rules that split the different emails between two teams. The main team is hourly and is consistently completing emails while in available status. Our second team is salary and takes care of specific types of emails and ones escalated by the first team. Each email that needs to be escalated (to the second team) goes to a specific “primary” person that is designated for that department’s emails. However we have noticed that when the primary person is out, it sits in their inbox, which causes a delay in response. We want to build an automation that will automatically reassign the email to a secondary person after a set amount of time. Is there a good way to do this with automations/macro buttons. Or should I set up a new inbox just for them? Will an SLA automation work when we already have one set up for the inbox? Sorry for such a long question. I appreciate the help!

202

2 days ago

Marvin K.Enthusiast

asked in Product Q&A

Cannot save Views in Analytics

Hi,Since my Front role shifted to Company Admin, I am not able to save a View in Analytics.I add a new View, and choose my filters, and click save View.Once I type in all the necessary information, the pop-up closes, and the View is not saved.If I want to go back to the Default view, it asks me if I want to save or discard changes.Log out and log in did not work.Does anybody have an idea, please?

2 days 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?

804

3 days ago

Tym1000Conversationalist

asked in Product Q&A

SLA not starting on any email with a CC.

Hello, Currently we have a Microsoft form that submits a template into an email channel for our shared inboxes. For some reason any email sent into front with a CC, stops the SLA rule from starting(No timer shown). Wondering if anyone else has experienced this and/or has a solution? Thanks!

141

3 days ago

romainberardConversationalist

asked in Product Q&A

Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

747

10 days ago

NikkiConversationalist

asked in Product Q&A

does front offer BIMI? (Brand Indicators for Message Identification)

Everyone seems to be talking about BIMI for better brand recognition and verification/ trust for those receiving your company emails. Does front offer BIMI within the app? or is there another way of implementing it?

ColinRookie

My company is still working through the initial rollout of Front, and for the most part it is going well. We have some users complaining of a delay between emails hitting their old Outlook client through an 0365 channel and showing in Front. We’ve done some testing and have not been able to replicate. I found some discussions on SMTP rate limiting, but I am curious-- are delays with retrieving emails from O365 a known issue?

161

21 days ago

bccConversationalist

asked in Product Q&A

Exporting Email Templates to Excel for Cleanup?

We have a large number of email templates created by various employees over time, and we want to clean them up. It would be more efficient if we could export the templates into an Excel sheet for easier review. Does anyone know how this can be done or have alternative suggestions? This would be a huge time-saver for our team. Thank you!

1042

23 days ago

jacobbayConversationalist

asked in Product Q&A

Ability to see how many conversations are under the Open and Waiting tabs

The ability to see how many conversations are under the Open and Waiting tabs. Preferably directly in the interface. This is quite critical for us in customer service management.Would it be possible to add this?

333

1 month ago

marcConversationalist

asked in Product Q&A

Send to Slack - Create Link in Conversation

I am trying to link the Slack message created by the Send to Slack option, but I cannot figure out how to do that. I would like to either see the Slack conversation in the Front conversation or, at minimum, see a link to the Slack message in the Front conversation. Is there a way to do that?

451

1 month ago

john_postiglioneRookie

asked in Product Q&A

Snooze when a specific tag is applied

I am looking to snooze conversation when a specific tag is applied. I cannot seem to find a way to set this up. Can this be done?

DianeRookie

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful

151

1 month ago

helenaCommunity Manager

published in Product Q&A

Frontlines 2024 AMA: Your questions answeredAMA

We received a ton of great questions in the live chat during our Frontlines event, so we wanted to ensure we share all that information with our community! Scroll down to the comment section to see all the Q&As — we’ll continue to update this post if we receive more questions, so make sure to click the Subscribe button to follow along. ❓ Have additional questions? Add a comment and we’ll answer those too. P.S. Don’t forget to check out the cheat sheet post with all the resources from Frontlines!

13414

1 month ago

justin_onealRookie

asked in Product Q&A

Talkdesk Integration Uses

Hello all, I am working on setting up an integration between Talkdesk and Front. It seems this will allow me to pull in call data from Talkdesk, but I was wondering if anyone else is using this integration and what are some of the best use cases you’ve found with this integration. Thanks!

1 month ago

alejandro_castroFronteer

asked in Product Q&A

New Ticket system

Regarding the new ticket system shown during the latest Frontline Presentation, do you have any documentation on this?

492

1 month ago

jeffroehmConversationalist

asked in Product Q&A

You have exceeded your Office 365 storage quota

Unable to send emails in Front. Getting error that we have used up our Office 365 storage quota, but when we look at Office 365, we are well below our storage limit. Is there an issue on the Front side?

222

1 month ago

MariaCRookie

asked in Product Q&A

Snoosing for different time zones

Hi Front team,Our team operates 24/7 on a rotating shift basis, but our clients and partners are often unavailable outside their normal working hours. We frequently need to snooze conversations until their morning hours, which requires calculating time zone conversions.To simplify this, we decided to use your 'Add snooze' feature for different time zones. It works well for time zones behind us (e.g., US Pacific), but not for those ahead (e.g., Asia Pacific) since snoozing for a particular hour (not a number of hours from now) is only available for the same day, not the next. Can you please add a feature of setting up 'Add snoose' for the next day?Or even better to snoose according to Zulu time?

232

1 month ago

elisa_gibertRookie

asked in Product Q&A

Export - Message templates

Hi, Do you know how I can export my message templates in a .csv file ? Or any other way to export our templates ?Thanks for your help !

461

1 month ago

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