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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.

251 Topics
606 Replies

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251 Topics

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Newest first

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

34710

4 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, 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!

6930

1 year ago

alex_soriaConversationalist

asked in Product Q&A

Conversation behaviour | UI platform

Hello I have several questions around UI and conversation behaviour when making changes:Conversation moving from one inbox to anotherI would like to ask for any good advice or work around to avoid the conversation to disappear from the page when making a change.i.e: I move a conversation from inbox A to inbox B - current behaviour. I stop seeing the conversation, as this one is moved from the inbox Im in.I’d like the conversation to remain on the page, as sometimes I need to add a comment, a tag, or simply review some informationMoving a conversation from one inbox to another (II)When a moving a conversation both status and assignee are changed. I have tried to create a rule to prevent these changes, however, something is failing -I have created a rule for Archived conversations to be moved but assignee and status remain the same Macro is applied, however, conversation is reopened and then unassigned Help? xD As a summary, 1- how to avoid not seeing the conversation when making a chan

443

7 hours ago

alex_soriaConversationalist

asked in Product Q&A

Move work emails in CC to participant

Hi, I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.comI may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to allUnfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share) Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) Any workaround?

11 hours ago

alex_soriaConversationalist

asked in Product Q&A

Open + Sent emails View

Hi team, Is there anyway to create a view that combines: Open email sent TO domain@domain.com & SENT emails from domain@domain.com? This view is for a team for them to help them understand what actions have already been taken and avoid duplicated work.Thanks Alex

1 day ago

jelle

asked in Product Q&A

Own Chat Aliases for Visitors

When we receive incoming chats, the visitors get names like ‘Purple Lemur’, ‘Taupe Boa’,’Coral Lynx’ etc.I would like to upload our own ‘aliasses’ list, so I can change these names to more friendly names, or our products names for instance.

When we have an incoming chat in say German, we would like to translate it to English. Then compose our reply in English, translate back to German.In the email channel this translate option is available, however not in chat. is this coming? We now need to copy paste in Google Translate multiple times..

1 day ago

bccConversationalist

asked in Product Q&A

How to Exclude Holiday Hours from Metrics and SLA Calculations?

Hi Front Community,I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office.Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?

101

1 day ago

thespacebetweenRookie

asked in Product Q&A

Setting rules as a delegate?

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!

1 day ago

meganatencampConversationalist

asked in Product Q&A

Tips or Tools for storing customer information

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

613

1 day ago

kmitchConversationalist

asked in Product Q&A

Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code.

549

11 days ago

barnabasConversationalist

asked in Product Q&A

"Sent from Front" after signature

When customers receive my emails a text is displayed under my signature “Sent from Front”. Is there an option to remove it?

343

14 days ago

harryConversationalist

asked in Product Q&A

Out of Office Auto Replies

We have discovered an issue with creating/using auto replies as Front will not run rules or auto replies if in the header there is code saying auto reply. We did not pick up on this problem till the current holidays occurred and then as we dug into it discovered this occurs whenever we are out of office as per our settings. Some emails do come in and they receive the auto reply as intended but it turns out many have buried code in the header that disables the auto reply. How if possible are others dealing with this issue and is there a solution or work around?The "x-auto-response-suppress": "DR, OOF, AutoReply" is placed in the email header by the sending mail server specifically to prevent auto replies from being sent in reply to their messages.

ade_akinbobolaHelper

Hi everyone,We’ve been using Front as our central communication hub for a while now, and one feature I’ve been exploring is the Knowledge Base. We’re a customer support team for a SaaS product, and I’ve been thinking about how we can integrate our Knowledge Base into our workflows to improve efficiency and response time.Here are some ideas I’m considering:Automating responses with canned replies: I’m looking to create pre-drafted responses based on our knowledge base articles, so when a customer asks a common question, agents can pull a response with just a few clicks.Routing tickets based on article relevance: Using Front’s rules to automatically route tickets to the right team member when certain knowledge base topics are mentioned, to ensure that inquiries are resolved by the most knowledgeable person on the subject.Internal collaboration: Having team members refer to knowledge base articles directly in Front’s conversation threads to resolve issues faster.I’d love to hear how other

951

24 days ago

idoRookie

asked in Product Q&A

starting a whatsapp conversation?

Hi All,we have integrated our business whatsapp (not through) Twilo and I was wondering how can I initiate an our going conversation? Thanks, Ido

412

24 days ago

Front UserFronteer

asked in Product Q&A

Show accounts pinned on your sidebar

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

bencEnthusiast

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect. When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again.

1402

1 month ago

KristenRookie

asked in Product Q&A

What is the best way to go about different time zones in the same company?

At my company we have a group of several people working in different time zones. I would like to know how I can automate a response timer that would work for everyone individually without having to automate a separate rules for each member?

331

1 month ago

MaximRookie

asked in Product Q&A

How do i configure AI.

Hey guys.I tried to set up AI sentiment tags for my workspace today but ran into a problem: Each tag required "10 approved messages." I have not been able to find out how to approve said messages, and I was curious to know if anyone could help.

221

1 month ago

KristenRookie

asked in Product Q&A

What is the best way to overview my teams work without being too involved?

Throughout the learning path I have seen a few ways to oversee my employees in their work, but I am looking for the most hands-free way to just have a quick oversight without looking at the statistics. I have thought of automating tags for if there were to be an SLA breach or a churn risk etc. that would be visible in my views tab, but I am wondering if there is an easier way to do this?

431

1 month ago

MaximRookie

asked in Product Q&A

How do i import a knowledge base

Hey there!My team is currently creating a knowledge base in trainual.com. I was wondering if anyone could share some insight on how I could import this knowledge base into Front.com without just doing it manually.

131

1 month ago

harryConversationalist

asked in Product Q&A

Data retention without access using macro

This may be a long complicated question but we are hoping for a simple answer. We have emails coming in that need to be escalated to a higher tier. We have a macro that performs the flow of tagging, moving and assigning which works correctly. We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email. The original email comes in to our team and they determine if it needs escalation and activate the macro. We would like the original email to be retained by the team should they need to reference it. At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them. So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

151

1 month 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?

453

1 month ago

rachidRookie

asked in Product Q&A

Create customized reports in Front to track team activity and assess productivity.

Hello, I hope you're doing wellI've just read all the details about the reporting part in Front and would like your help.What I noticed is that Front calculates the number of messages. My question is: does “message” in Front only mean an email, or does it encompass something else?To give you some context, we're a company and my job is to create custom reports for the business. I want these reports to give me more visibility into the team's activity. My goal is to be able to generate a report that gives a clearer picture of the team's day-to-day activity. For example, how many mails have been received and processed, the period during which the number of mails has increased or decreased, how many mails have not yet been processed, and any other details enabling me to assess the team's productivity during the day.Can you tell me how to go about creating this type of customized report?Thanks.

271

1 month ago

nciminoConversationalist

asked in Product Q&A

Reset Front user password?

Hello - Is there a way as a Company admin to reset a user's Front password?

401

1 month ago

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