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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.

146 Topics
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146 Topics

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helenaCommunity Manager

published in Product Q&A

Front Product Roadmap Webinar - February 2024Recording

Join us for a very exciting roadmap webinar where we unveil where Front is headed in the coming quarters. In this webinar recording, we cover:📱Where do we stand on a native SMS channel? ✅ In addition to viewing data from third-party systems, you’ll be able to action on them right within Front 🔀 Custom actions you can automate for Front, similar to macros in other tools 🤖 So much AI, such as AI tagging and email reply suggestions 📊 Revamped analytics with more visualizations and filtering ❓ Q&A from the audience We’ll answer any questions you have about the presentation, so leave them below and subscribe for updates 👀

3714

1 month 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!

5380

11 months ago

nhu_lamRookie

asked in Product Q&A

time zone

How to change time zones for each workspace?

16 hours ago

mark_saundersRookie

asked in Product Q&A

Will there be a "send & log" feature out outgoing messages using Front & Salesforce

Currently Front is asking users who need to log email to salesforce to send the email and then seek out the sent item and log it manually as a second step. This is not productive and difficult to get user buy in for.When will Front have a send & log feature to automate the look up to the contact and opportunity record to have a single step to log the email activity?Right now Front is sending all sent email at the account level which is creating noise and reporting difficulty and none of that mail is related to the opportunity record.

18 hours ago

fernandasilvaRookie

asked in Product Q&A

Whatsapp Reaction 👍

I have already integrated whatsapp to my FA, however when a user reats to a message it shows to me as empty message. ANyone could set this up to show in frontapp this reactions? (when a user clicks my message and reacts with an emoji)Thank you!!

1 day ago

rachaelmRookie

asked in Product Q&A

Google Group Collaborative Inbox

Hi there! We are looking to transition another team over to Front. They currently operate using Google Groups instead of a Google Email Account. There is not a way “on the Google side” to transition a Google Group to a Google Email Account. So we are looking into Google’s option of a Collaborative Inbox. I am trying to figure out if the Collaborative Inbox would be configured the same way as a standard Google Email Account would be through Front? Or would this be set up as a Google Group in Front? The distinction between the two on our end is that the Google Group does not have a 2-way sync, but a standard Google Email Account does.

7 days ago

JohnWSmart Cookie

asked in Product Q&A

What Causes Ghost (Archived) Messages w/ No Activity to Reappear?

We have a user who has reported “Ghost” emails, sent only to them, that were previously archived, reappear in their personal inbox. There seems to be no activity that would trigger this behavior. Has anyone else experienced this phenomenon? Is there any administrator-accessible forensic data, that can be examined to determine why these emails are reappearing?

9 days ago

benandersonRookie

asked in Product Q&A

Best way to create rule for calendar invites

Hi, I have a rule setup that says when an individual gets an email it should be moved to a shared inbox. I want to set the rule that says not to move calendar invites sent to the individual. I have tried a rule to say if the header contains Exchange-Calendar then to notify the inbox owner and stop processing any other rules. I had this set up as rule number 1 but it still went to rule number 2 and sent to the shared mailbox. I am probably looking at the wrong header section but is there a better or correct way to set a rule against a calendar invite?

9 days ago

ArranLeithConversationalist

asked in Product Q&A

Signatures - Whatsapp, Facebook, Instagram

Is there a way to enable a signature to automatically appear at the end of every message? It works on email but is there a plugin or a feature coming that will allow the signature to appear on anything non email. It could just be a Front feature that puts it in the text box for you. Doesn’t have to sync with the respective apps

14 days ago

harvestConversationalist

asked in Product Q&A

Rule to preserve tags or auto-tag on "Move message to new conversation" actions

I currently have a rule to move certain messages with the same subject into a new conversation, in the same inbox.This is a specific type of transactional message that’s received when customer’s complete a form. We don’t have control over the subject line, which is always the same, so they stack up in a single thread otherwise.The rule is successfully splitting up these messages. However, tagging does not seem to work.The first message of the day for this type does get tagged per what I have setup in the rule, but subsequent messages do not.I’m not sure if there’s a specific order of operations that should happen, if a separate rule can catch these “Move message to new conversation” actions, or if this is a limitation of the rule action itself.Curious to know if anyone else has run into this or if there’s a solution.

15 days ago

ArranLeithConversationalist

asked in Product Q&A

Facebook - Filter People commenting on posts and/or replied to your story

Currently when someone comments on our Facebook story with an emoji/reaction it gets picked up on our system and gets tagged as a “member problem”. We want our members to be able to message us with an issue and we’ve got trigger words that activate that. We can’t just turn off all Facebook messages/reactions as we need to reply to some of them. This is where it gets tricky. We also have a rule where if the “Conversation Subject doesn’t contain: mentioned you on an; Commented on your; “ then add Member problems. We found this stops comments on Facebook posts flooding our views. What we’re finding is when we put a post up on our story and it gets a reaction really quick. People are messaging in and it just floods the “member problems” view with these messages. We then have to manually go through and add a tag to separate the different types of messages. Is there a way to separate a reaction/emoji from a genuine message?Is there also a way to put messages in our Facebook Group into it’

16 days ago

VchinConversationalist

asked in Product Q&A

Unable to view the photos after updating to UI/UX for chat-like channels

I need help in solving the issue where I can’t view the photos that sent by my client after the recent UI/UX for chat-like channels. Anyone is facing the same issue and anyone know how to solve it?

21 days ago

adalidEnthusiast

asked in Product Q&A

Best practices for multi-user enviroment

I have a host server to which several users (7-9) connect to work remotely. What is the most recommended practice for this case: Install Front Wide Machine for multi-users or install the standard FRONT application by user session, I mean install it in each user session?

22 days ago

alyshaConversationalist

asked in Product Q&A

Single Best Tip

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

22 days ago

triinyyConversationalist

asked in Product Q&A

Customer feedback through Satisfaction Survey

Hello, Our team is quite new to Front and we have not included the survey to our emails just yet and are wondering if it is something that we would benefit from. If you use it, what have been the main benefits of it? Would you say most of the customers do not participate or how often customers take time to also leave a comment?

1 month ago

ArranLeithConversationalist

asked in Product Q&A

How to keep chat history but start new messages start fresh

Currently trying to work out if there’s a way to keep the chat history but prevent tags and rules being applied from older messages. For example - If a customer emails in about an order being lost in the post. It would be tagged Merch and go to their inbox. The issue gets resolved, customer happy. Then 6 months later, the same customer has an issue with payment however the rules and tags are reading those previous messages and directing it into merch and payments. Is there a way that after say 2 months. Any new messages follow the rules without going back over old messages but still be able to see the chat history if you scroll through previous messages?

1 month ago

alyssa_kaminskyRookie

asked in Product Q&A

Teammate Daily Reports

How can I set up a daily report per teammate of how many open conversations they have? I see the glossary for ‘active conversations’ but it does not differentiate between archived and open in their inbox. Is there a proper filter to create daily report of open conversations by teammates?

1 month ago

JohnWSmart Cookie

asked in Product Q&A

hugogrimConversationalist

asked in Product Q&A

New to front

Hello everyone ! We are setting up front at my company to keep contact with customers, i can’t wait to explore Front’s features, if anyone has tips on how to get started it would be nice !

1 month ago

ConeDawgRookie

asked in Product Q&A

Trello labels in random order?

When creating a Trello card from an email in Front, I get options such as choosing the Trello board, the list name, and labels. There’s a dropdown that allows me to scroll through the Trello label options. Here’s my question (pet-peeve), the order of the labels in the dropdown menu seems to be random. They’re not organized alphabetically, by color, by most recent used, by anything that I can detect. Is it possible for me to organize the labels in the dropdown by my preferences? Thanks for your help!Kevin

1 month ago

tchristlerConversationalist

asked in Product Q&A

CSAT Rule

If anyone has advice, I would greatly appreciate it! For our CSAT survey, we have a rule to send a survey when we have an inbound chat or email. The challenge right now is the survey is being sent to all of our spam emails when we tag it (we tag as auto emails do not count for analytics for our reporting) and archive it. Is there any way to include an “exclude” statement for the rule to leave out all of the DMARC auto generated emails? Thank you!

1 month ago

ArranLeithConversationalist

asked in Product Q&A

How do you adjust Tags automatically being placed on messages?

We have multiple tags relating to our business and when customers are messaging us through. When customers send a message to us. It can appear with multiple tags that aren’t relevant to the request. For example: Messages are being tagged as an issue with the app and going to Tech when in reality they’re mentioning they’re having a payment issue on the app which needs to go through to billing. Is there a way to flag multiple keywords in a message before applying a tag to fine tune the flow of our messages?

1 month ago

VinceRookie

asked in Product Q&A

Front Unable to Detect Internet Connection?

I’ve never encountered this before, but a colleague has just written to me saying that Front can’t find an internet connection. He is connected, as we’ve been conversing back and forth in Slack and via e-mail, so I’m not sure what the trouble may be?Is there a setting somewhere that puts Front into offline mode?

1 month ago

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