Product Q&A

Hi everyone,We’ve been experiencing consistent performance issues with Front across multiple users, and I wanted to check if anyone else has run into something similar.The main problems we’re seeing:Frequent freezing: when switching between conversations or navigating through the app, the UI becomes unresponsive for several minutes unless the page is refreshed Incorrect conversation rendering: selecting one conversation sometimes shows a completely different thread in the main view Wrong assignment display: conversations appear assigned to the wrong users in some casesThis has been happening across different users, devices, and both web and desktop versions. It started recently and wasn’t an issue before.We’ve already tried clearing cache/cookies and doing fresh reloads, but the issue persists and comes back intermittently.Has anyone experienced similar behavior?

I tried integrate Live Chatbot widget to our documentation page but the app does not dynamically change the background image. Any suggestion? Thank you.

Hi,Is there a possibility to use data (e.g.Company Names) imported from Salesforce to create specific Views tied to this Data?Right now it is a workaround of adding Tags and then create a View with the Tags, but it would make more sense to use the imported data that is already there.

Hello Team,I’d like to get the community’s perspective on how best to interpret workload metrics at the inbox level.For my team, I typically track performance using tickets created vs. tickets resolved across each inbox. However, in the Front workload report, we have the following metrics available:New conversations Moved into inbox Moved out of inbox Resolved conversations Unresolved conversationsGiven these, I’m trying to establish the most accurate way to calculate true ticket creation and resolution per inbox.My current approach is:Created = (New Conversations + Moved into Inbox) – Moved out of Inbox Resolved = Resolved ConversationsThe idea is to reflect the net workload that actually lands and stays within an inbox, rather than inflating volumes through internal

The recent update put the delete button behind an ellipses. That’s a terrible idea. My laptop does not have a delete button. Give me my button back :(

Hi everyone!We recently expanded Copilot to a few more of our teams at their request. They saw it being used by other teams and were interested in the conversation summaries and suggested replies.As we roll this out further, I would love to hear from those who have used these features for a while: The "Honeymoon" Phase: How has the sentiment evolved? Does the team still find the summaries valuable daily, or has it become "background noise"? Accuracy: How reliable are the conversation summaries? Do your teams find them accurate for long threads, or do they still feel the need to read the entire history anyway? Suggested Replies vs. Manual Edits: Do your agents find the suggested replies "ready to send," or are they mostly using them as a skeleton and spending significant time editing them? Knowledge Base Integration: F

Does Front automatically change your availability status from “Available” to “Busy” when you join a meeting that is on your Outlook calendar and synced to Front? Right now, when I join a meeting through my Front calendar my availability doesn’t change automatically, so I still appear available. It feels like this is a feature that should automatically work.

All outbound emails through Microsoft365 receive - Remote server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. Can anyone assisit in troubleshooting. Sending emails from outlook no worries, just front. P.S. we are in trial mode.

Since there’s no native Google Chat channel, how is your team bridging the gap between internal chat and Front without losing context?

Hey Front Community! My job consists in a lot of introductions between my clients and our ecosystem. I am therefore trying to add as many variables as possible in my email templates (Name, Company Name, Job title, LinkedIn, etc) that I have populated in my ‘Contacts’ to automate most of that recurring task. So far, I have not been able to use variables such as {{recipient_1.first_name}}, {{recipient_2.first_name}}, etc. and it seems it is not an option. Do we know if front is planning on developing such a feature. Moreover, have some of you found workarounds?  Thanks a lot. Pierre

Hi guys,  I`ve started exploring the Dialpad integration in Front and was curious to know if anyone could share some best practices and how to best leverage this integration. Thanks in advance!

Hi Front community,we are migrating from Freshdesk to Front and setting up our taxonomy from scratch. We need consistent reporting and automation across multiple teams, so we are trying to choose the right balance between tags and custom fields.Our main use cases are tracking client, request type, priority, and SLA category, while keeping rule maintenance and agent usage simple. In your experience, what should be modeled as a tag versus a custom field in Front when you care about long term analytics quality? Are there common pitfalls you would recommend avoiding early (for example tag sprawl, inconsistent tagging, too many fields, or fields that become obsolete)?Thanks in advance for any guidance.

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?

I have an email thread going with a customer and two of my team members, I wanted to delete one of the messages in the thread but its greyed out. Says that the admin had disabled this but i am the admin and the company admin. In the security settings there isn’t anything related to disabling this.

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

Hi,We have a single workplace with two inboxes, each representing a different product. AI is enabled for both inboxes, and we use shared rules and templates.We’ve noticed that AI-generated replies (Copilot, and I assume Autopilot as well) will sometimes reference information from the other product when composing a response, even though the conversation is clearly in a specific inbox. As a result, the replies sometimes need manual editing to correct product-specific details. For example, the AI may compose a response for one inbox that should only apply to another product’s inbox.It appears that AI responses are not factoring in inbox context when generating replies.Is there a way today to scope AI behavior by inbox? If not, is inbox-level AI scoping something on the roadmap?Thanks!

Why is the drag-and-drop method the only way to reorder articles in the Knowledge Base? And, why is it so glitchy? It typically takes me multiple attempts to rearrange the articles and get them exactly right. And then, when I have them in the right order, if I edit an article, it moves it. Why are there not arrows or numbers to get the articles in the exact order that I want the first time I try it?

Hello,We started using the Front Knowledge Base to help the company internally. We would like to help the organization externally as well, how can Front help the customer portal information reach the customers effectively any tips? 

I can’t seem to find this in the knowledge base but how do you view all conversations which have multiple threads in their entirety from start to finish, without needing to jump in each thread of a conversation to view what was said in each thread? Is this possible?

Is there a way to have e specific signature for mobile? like media queries

Hi! I’m in the process of implementing Front for our Account Management team, which currently works out of HubSpot (where our Sales team also operates). I’m curious how others are using the HubSpot integration within Front to manage companies and contacts when that data already lives in HubSpot.Do you primarily rely on HubSpot as the system of record and use Front for visibility and communication, or do you actively use Front’s Accounts section as well? Are there specific use cases where you lean more heavily on one over the other?I’d love to hear how teams are structuring this and any best practices you’ve found.

Hi Front community,We’re migrating from Freshdesk to Front and are designing our workspace structure. We operate across four geographic sites, with multiple clients per site. Agents belong to a single site, and each client is handled within one site only. Within a given site, some agents support multiple clients (a shared support floor), while other agents are fully dedicated to a single client team.To clarify our current thinking, we are considering one main workspace per site for the shared support floor (where agents are multi client), and additional separate workspaces for dedicated client teams (where agents work only for one client). In this setup, does this split usually scale well for routing, permissions, and reporting, or does it create unnecessary complexity? We want to avoid excessive admin overhead (duplicated rules, inboxes, and roles), fragmented reporting across workspaces, and access control issues. If you have implemented something similar, what worke

Currently there is no way for you to filter a custom filed in Contacts or Accounts. Its already setup like a table, so a way to sort and filter would be a huge upgrade to a largely useless display. Is this in the works?

We are synchronizing our accounts and contacts from Salesforce to Front and are running into an issue with accounts that share the same email domain. This currently causes sync errors and prevents some accounts from being created on the Front side.Concrete exampleWe have a company, BigCompany, with three separate legal entities: BigCompany France BigCompany UK BigCompany US Each entity corresponds to a distinct Account in Salesforce.All three accounts share the same email domain: @bigcompany.com. This domain is stored in Salesforce and synced to Front.Current behaviorDuring the sync: Only one of the three accounts is created in Front. The other two fail with the error: “email domain already in use.” Expected / desired behaviorWe woul