Product Q&A

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

As a new Front user I’m very interested to learn and to know more about this amazing tool. I’d love to hear what tips, shortcuts or best practices have made the difference for teams when using Front.Looking forward to learning from this community.

Most QA programs still run on sampling. A manager pulls a handful of conversations a month, scores them against a rubric, and calls it quality assurance. The rest, the overwhelming majority, close without anyone ever looking at them.That's not a training gap. That's a coverage gap. Teams don't fail because agents don't know the standard. They fail because nobody can see whether the standard held on the conversations nobody reviewed.Smart QA, part of Front's AI analytics layer, changes what's checkable. It automatically evaluates every closed interaction, manual, AI-assisted, or fully automated, against the quality standards your team defines, and generates a scorecard for each one. That's real-time visibility into where a process holds and where it breaks, instead of finding out a month later from a sample that missed the failure entirely.Smart CSAT closes the other half of the loop. Survey CSAT only hears from customers who bother to respond, usually the most satisfied or the most fru

Dear Team, Kindly note that we are receiving the below message when trying to send an email from one of our channels. 

Hello Front Community, nice to meet you all! I'm mapping out a new tagging strategy for our inbound operations. We want to ensure clean analytics without overwhelming our agents with too many manual tag choices.Currently, we are thinking about automating high-level 'Topic' tags via rules based on keywords, while leaving specific 'Sentiment' tags for agents to apply manually. For those managing high-volume inboxes, do you find it's better to keep your tag menus strictly minimal, or do you lean heavily into deep sub-tags for detailed reporting? Any tips or structure frameworks would be highly appreciated!

Hi All,A few of us who’ve used the Dialpad desktop app for years have been testing out the new Front integration. Overall it’s a great step, but a few workflow things have come up that we’d love to share feedback on: Bigger Caller ID: Is it possible to make the incoming call pop-up a bit larger? Right now, it’s tough to read the entire caller ID quickly when a call rings in. Desktop/OS alerts: Can incoming call alerts show up as native Windows/Mac notifications so we don't miss them when Front is minimized or in the background? Pinning the dialer: We really miss having the dialer docked or always visible on the right side like before or have this pop out entirely. Is there a way to keep it on screen while clicking around between inboxes? Post Call Wrap Up: We use post call wrap up times of 60 seconds, it’d be nice to display that in Front.

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.  

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: For those seeing high-quality suggested replies, do you have a Knowledge Base linked or synced? I am interested to know if the model performs well enough pulling from

It would be really helpful if emails sent automatically through Rules could have the same “Seen” tracking as manually sent emails.Our team uses open tracking to understand whether a member has viewed an outbound email, including when it was seen. This is especially useful when deciding whether to follow up and for keeping an accurate record of customer communications.At the moment, this works well for manually sent messages, but not for automated template messages or auto-replies triggered by Rules.Ideally, Rule-sent emails would show the same Seen status and timestamp in the conversation timeline as manually sent emails.

Is there a limit to the amount of conditions an inbox rule can have?  We currently have a rule to auto archive based on the From address.  The list of addresses is about 20 long right now, but will we eventually reach a limit if we keep adding them?

Usually when I want to paste into Front and keep the formatting, all I have to do is select the ‘Paste’ option or Ctrl + V and it does it with no problem. However, the past day or so, anytime I paste from any application into Front, it switches to strips the formatting. This is a huge problem for me with my job, as I am always pasting Excel tables into my emails. I guess somehow the default format is stuck in the composer? I can paste while keeping the formatting in any other application. Has anyone experienced this or has any idea how to fix it??

Hi everybody, We’ve just come across from Zendesk which was surplus to needs for us. We used proactive messages there, but they behave differently here. Any help would be appreciated. To explain:We would have a msg pop up after 10 secs or so offering a free mockup. This would be whatever entry page they used to come into our large site (using “.” in any url to achieve this in Front). During business hours if the customer responded, it would open a chat. If after business hours, it would offer a link to the free mockup page, or then capture info via a form.So the problems we have with Front Proactive Messages:Can’t set time of day The proactive message appears on EVERY page the visitor then visits no matter how many pages they visited or how they interacted with the widget. I don;t want just for 1st time visitors. We get repeats out of this all the time. The proactive message also doubles as a welcome message, so if a user clicks “start a new conversation”, they get my whole mockup offe

No one on my team can find our 'Discussions' since the latest update. Where did it go???

I’m a delegate for my boss’s inbox and I’ve been asked to create rules and automations for it. I already know there are certain things I can’t do as a delegate, like send emails as the person, but it doesn’t seem like I can set rules for the delegated inbox either. Does this sound correct? The best solution I’ve come up with so far is to write the rules myself and set them up while I am in my boss’s actual inbox. I just want to make sure there’s not some workaround I can do before I let my boss know. Thanks for the help!

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? If so, were you able to identify the root cause or find any reliable workaround?Appreciate any insights.

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.

What recommendations do you have for any new users coming into Front for the first time?  What’s the first thing you would recommend they do to set themselves up for success in using the tool effectively?I look forward to the discussion.

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 :(

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